Concepcion Industrial Corporation

ABOUT THIS
PROJECT

Concepcion Industrial Corporation (CIC) is the leading air conditioning and refrigeration company in the Philippines. Founded in 1962 by Jose Concepcion Sr., CIC distributes leading brands including Carrier, Toshiba, Otis, Midea and Kelvinator.

In 2019 CIC embarked on a group-wide Digital Transformation Programme with the main objectives of delivering superior Customer Experiences (CX) to its customers and increasing the Customer Lifetime Value as a result.

Lourens de Beer of RHi Digital & Creative has been involved as Lead Technical Consultant since June 2021, focusing broadly on helping the organisation achieve these objectives across multiple brands and related digital services.

Concepcion Industrial Corporation

Digital Transformation Consulting

RHi Digital & Creative has played an active role in defining the Digital Transformation activities and associated projects for the CIC group on a corporate level as well as playing a hands-on role in implementing projects on a business unit level.

This has culminated in the creation of a centralised Digital Services Group (DSG) within CIC, which acts as the central internal agency for group brands. We provide ongoing expertise in supporting the DSG group, both from a strategic perspective and resource level using a B.O.T. (Build, Operate & Transfer) methodology.

Concepcion Industrial Corporation

Oracle CX Implementation

In 2019 CIC selected the Oracle Cloud CX platform to replace legacy systems with a single Customer Experience platform covering Marketing, Customer Service, Field Service, and Ancillary Services. RHi Digital & Creative provides technical and strategic ‘client-side’ support to CIC and assists in the management of Oracle CX implementation projects with the principal Oracle implementation partner, Speridian Technologies.

Concepcion Industrial Corporation

Customer Intelligence Platform

At present, we are in the design stage of implementing a Customer Intelligence Platform for CIC using the Oracle Unity Customer Data Platform. The objective of the platform is to aggregate customer data from online, offline, and third-party data sources across all of CIC’s brands. It will provide a real-time 360-degree view of each customer, apply machine learning to determine the next best action, and use marketing automation business processes to deliver highly personalised marketing offers in real-time.

RELATED PROJECTS

Scroll to Top