WHAT MODERN CUSTOMER CARE SHOULD LOOK LIKE: A VISIT TO MORE POWER ILOILO

As discussions continue around proposals to improve power services in parts of Mindanao, including the possible entry of new players through partnership models, questions naturally arise: What kind of service can consumers expect?

A recent visit to the MORE Power Iloilo Customer Care Center offers a glimpse of how one power distributor—under Primelectric Holdings—has been reshaping the customer experience.

A GLIMPSE OF WHAT’S POSSIBLE

The visit provided a real-world look at how modern systems and thoughtful design can transform even the most routine transactions into a more seamless and pleasant experience.

A DIFFERENT FIRST IMPRESSION

The first thing noticed upon arrival was what wasn’t there—no long lines of customers waiting outside.

Inside, the space felt immediately different. It was cool, spacious, and organized, with ample seating available. It didn’t feel like the usual crowded utility office, but something more deliberate—designed for comfort and ease.

ORGANIZED, INCLUSIVE SERVICE

Transactions moved smoothly through a digital queueing system, removing the usual confusion of who’s next.

Dedicated lanes for senior citizens, persons with disabilities, and pregnant women were clearly in place, ensuring a more inclusive and respectful experience for all.

ONE-STOP SHOP CONVENIENCE

The center functions as a one-stop shop, simplifying what used to be a multi-step process.

Applications for new connections are handled more efficiently with on-site coordination from the Office of the Building Official (OBO), while requirements involving the Energy Regulatory Commission (ERC)—such as solar net-metering—can also be processed within the same location.

DIGITAL TOOLS FOR EVERYDAY USE

Beyond the physical facility, MORE Power extends its services digitally through a user-friendly mobile app.

Customers can monitor their accounts, view billing details, and settle payments online. The platform is modern, convenient, and integrated with various e-wallets and digital payment channels, making transactions faster and more accessible even without visiting the office.

SMALL DETAILS, BIG DIFFERENCE

What stood out just as much were the small but thoughtful details.

Customers waiting for their turn were offered free coffee, tea, and snacks, along with access to reading materials, creating a more relaxed and welcoming atmosphere. Staff members were approachable and professional, assisting clients with ease.

BUILT ON TRUST AND INTEGRITY

Equally important is the company’s firm stance against fixers and under-the-table transactions.

This reinforces a system built on efficiency, transparency, and integrity—a crucial factor in building long-term trust with consumers.

A MODEL FOR OTHER COMMUNITIES

From the moment of arrival to the completion of transactions, the experience reflects a more human-centered approach to public service—one that values time, comfort, and trust.

For communities like General Santos City and the broader SOCOTECO II franchise area, where discussions on improving power services continue, this offers a glimpse of what is possible—where efficient systems, better facilities, and customer-focused service can redefine the overall experience of consumers.

Similar approaches have already been implemented by sister companies of Ignite Power in Iloilo, Negros, and Bohol, where upgraded systems and more responsive customer care are now in place. As conversations move forward, many are hopeful that the same level of upgraded, upscale service experience can also be realized in South Cotabato, Sarangani, and General Santos City through the proposed joint venture with SOCOTECO II.

Ignite Power, a joint venture between Primelectric Holdings of Enrique Razon Jr. and MP Holdings of Manny Pacquiao, is expanding its footprint in power distribution, with projects in Iloilo, Negros, and Bohol, focusing on modernizing infrastructure and improving service reliability.