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Meralco is doubling down on digital transformation as it marks 10 years of partnership with global CRM leader Salesforce—this time with a renewed commitment to deliver smarter, faster, and more seamless customer service.

The Manuel V. Pangilinan-led power distributor recently renewed its enterprise license agreement with Salesforce, known as SELA 4.0, for another three years. The move builds on a decade-long collaboration that has helped reshape how millions of customers interact with Meralco.

At the heart of the partnership is customer-centricity. Over the years, Meralco has relied on Salesforce technology to strengthen its Customer eXperience Engine (CXE), the digital backbone of its customer service operations. Through CXE, customers can apply for new electric service, check and pay bills, and report outages—all in one integrated platform.

Today, that system supports millions of users across multiple digital touchpoints, making everyday transactions easier and more convenient.

With the renewed agreement, Meralco will continue using Salesforce’s Energy and Utilities platform, which offers industry-specific tools designed to help utility companies adapt to changing customer needs and regulatory requirements while keeping their systems future-ready.

Meralco Senior Vice President and Chief Revenue Officer Ferdinand O. Geluz said the partnership has consistently pushed both companies to aim higher and move faster in delivering meaningful outcomes for customers.

“Together, we have been consistently challenged to think bigger, move faster, and deliver outcomes that matter to our customers. We both remain committed to supporting and attaining that vision,” Geluz said.

He added that over the past decade, Meralco significantly expanded its digital and self-service channels, ensuring customers could access support anytime and anywhere—even during the pandemic. These efforts are reflected in Meralco’s Customer Experience Index score, which reached 94.57 percent as of 2025, measuring effectiveness, ease, and emotional satisfaction.

“As we mark this next phase of our strategic partnership, we look ahead with confidence—not just to extend what is working, but to unlock even greater value in the years to come,” Geluz said.

Salesforce Executive Vice President and Managing Director for Sales and Distribution in South Asia Arun Parameswaran echoed this, highlighting Meralco’s role in nation-building and infrastructure development in the Philippines.

Looking ahead, the renewed partnership also brings in artificial intelligence-powered solutions. Meralco is set to integrate Salesforce Agentforce, which will help improve how customer concerns are handled, reduce resolution times, and allow service agents to focus on more complex cases.

Meralco employees will also benefit from Salesforce’s Signature Success Plan, which offers technical guidance and performance oversight to ensure digital upgrades are deployed safely and in line with governance and operational standards.

For Meralco Executive Vice President and Chief Operating Officer Ronnie L. Aperocho, the partnership goes beyond technology.

“As we move into 2026, Meralco and Salesforce stand ready—with the right platform, the right governance, and the right partnership—to deliver reliable, scalable, and customer-centric service,”