Empowering customers with the My Meralco App
One key focus area of Meralco’s digital transformation journey is elevating customer experience through digital innovation. And central to the digital customer pillar is the launch of the new My Meralco App in February.
“We are driving digital empowerment through data-driven insights and real-time updates and notifications about energy services through the My Meralco app. It allows us to smoothly add one million customers a year without having to expand our physical footprint of touchpoints,” Meralco senior vice president and chief revenue officer Ferdinand O. Geluz said.
Through the My Meralco App, customers are empowered through real-time updates and data-driven insights — enabling them to manage their electricity consumption more effectively. It also facilitates faster, hassle-free transactions for payments, inquiries, and service applications.
Meralco has seen a significant shift towards online channels, with digital channels taking up 66.7 percent of customer transactions, Bacani said.
“So far, we’ve seen strong adoption of our digital services. We have 2.4 million Meralco Online customer accounts — which we are currently transitioning to the new app,” he said.
Investing for a Smarter Grid
Recognizing the need to accelerate the modernization of its grid infrastructure and metering capabilities, Meralco continuously invests in smart grid technology to further build a resilient and efficient energy infrastructure.
Meralco is implementing Advanced Metering Infrastructure (AMI), an integrated system comprising smart meters, communication networks, and data management systems. This infrastructure facilitates two-way communication between the distribution utility and its customers, enabling real-time data exchange that enhances grid monitoring and operational efficiency.
By leveraging AMI, Meralco can promptly detect and respond to events within its distribution network, swiftly restore power during outages, enhance grid resiliency and improve overall service reliability — boosting its operational efficiency.
Under its AMI program, the company has been integrating smart metering technologies into its distribution network since 2013.
These smart meters provide real-time energy consumption data, enabling customers to monitor their usage patterns closely and make informed decisions to reduce costs.
To continue its efforts towards smart grid development and consumer empowerment, Meralco plans to deploy about 3.5 million smart meters and 3,600 distribution automation devices over the next four years. It then plans to ramp up the rollout to cover close to 11 million smart meters in 10 years.