EXECUTIVE SUMMARY

Since 1928, the Philippine Long Distance Telephone Company (PLDT) has been in the
telecommunications business. PLDT is the Philippines' largest telecommunications provider,
controlling roughly two-thirds of the mobile and fixed-line service markets and offering a wide
range of services via its extensive FTTH, fixed-line, mobile, and satellite networks. Given the
high demand, PLDT expected the strong growth of advanced enterprise services that would spur
them to expand or offer a new, bandwidth-increasing cloud service for video, audio, and social
media content providers. But despite a dominant position in the telecommunications market,
PLDT's once stable revenue stream was already showing signs of contraction. To better serve its
existing customers and maximize their profit, the company needs to develop a system that
collects data about its customers' needs, improves poor customer service, and examines the
potential impact of a multipurpose cloud infrastructure on its business.

With the increasing demand for the Internet in our country, the telecommunications
players are also increasing, so all Internet Service Providers must keep trying to do something
new in order to continue their service and not be left behind. PLDT is one of the major players in
the telecommunications industry as they continue to innovate and provide internet services to
meet all customer needs. In order for PLDT to gather customer feedback on their services, they
collaborate with Nippon Electric Company (NEC) to provide them with a multipurpose cloud
infrastructure to offer them a system that monitors, modifies, and collects customer needs to
provide the necessary actions to meet them. Then, to solve the problem of bad service, they built
a public cloud for their customers as well as PLDT's private cloud for management purposes,
making it a value-added service for the benefit of the business which affects the speed of product
development and results at lower costs that can be passed on to consumers. As a result of the
implementation of this system to improve the service of PLDT, the company generates a
turnover at the end of 2013 of $ 3.973 million against $ 3.891 million, and the customer has
reached a number of 1.3 million at the end of June 2013.