The challenge of developing the habit of customer service is met with a system that manages customer issues.  With the objective of resolving customer complaints within the day or in a shortest possible time, the TCS/MS (Total Customer Satisfaction Management System) was created. 

It allows the organization to: record customer concerns; assign tasks to address those concerns; prompt persons responsible, their supervisors and managers that the task is overdue; record the exchange of comments and actions taken; and archive all these data for retrieval in the interest of learning.

Customer hotlines were set up to accept text messages that are integrated to the system for proper handling.

The system was launched in 2003.  In-house development and maintenance is done by the company's Information Systems Department and managed by the Corporate Communication and Customer Affairs Division through daily case creation and coordination with persons responsible.

Total concerns and complaints entered and resolution of these concerns are archived and retrieved from the system using a search facility, making each set of data readily available for Customer Affairs to generate reports at the end of each period.  These reports will serve as input for each business group to improve on their customer service initiatives.

1. User creates case. Note that anyone with TCSMS account can create case.
2. System emails the coordinator that a new case was created.
3. Coordinator accesses the case and assigns Person Responsible for the case.
4. Person Responsible receives email notifications and text notifications on selected personnel who he has been assigned to handle the case. He then accesses the case and adds his remarks on the status of the case. If case is solved, he can recommend to the coordinator to close the issue. If Person Responsible fails to close the issue on the given due date, system will execute notifications below.
5. 1 day before case due date, system notifies the Person Responsible that the case is about to due.
6. On the due date, system notifies the Person Responsible and Coordinator that the case is due.
7. On every succeeding day, system notifies the managers that the case is over due.

In 2007, customer concerns dropped by 34.26 percent compared to last year's figures, while complaints solved within the day is 77 percent of the number of  complaints recorded. This is a significant improvement from the previous year's 48 percent resolved cases.