Give Converge an agentic layer for install scheduling, outage communication, fault triage, and billing service in Taglish — cutting truck rolls and churn while the network keeps scaling.
Converge is the Philippines' pure-play fiber broadband challenger, ending 2025 with roughly 3M residential subscribers, revenue of about P44.8B (up ~10%), and a network passing more than 16M homes.
Public factIt has expanded into prepaid fiber (Surf2Sawa) to reach mass-market segments, adding a price-sensitive base with different service and collection dynamics.
Public factFiber operations economics are dominated by truck rolls: every avoidable technician dispatch for a router-reboot-level issue is direct margin loss, and every no-show visit doubles it.
Reasoned inferenceWeather-driven outages (typhoons) create massive, geographically concentrated contact spikes where proactive status communication is the difference between managed incidents and social-media firestorms.
Reasoned inferenceAs a founder-led challenger competing against PLDT and Globe's incumbency, speed of capability deployment matters more than platform ownership; NTC service-quality reporting adds a regulatory lens on resolution metrics.
Reasoned inferencePrepaid fiber reloading and win-back could become a revenue-side workflow (recharge nudges, lapsed-account outreach) after the service workflows prove out.
Seller hypothesis — validateValidate with the account team before outreach: OSS/diagnostics API accessibility for line-status grounding · Truck-roll cost and avoidable-dispatch share estimates · Field-service platform integration surface for scheduling
Limited internal ability or appetite to build the core platform — strong candidate for the packaged solution
Evidence: Converge's engineering identity is network construction, not software platforms; its digital touchpoints are vendor-built. A founder-led challenger optimizes for deployed capability per quarter — it will buy a proven layer and point it at truck-roll economics immediately.
Why they won't build the full stack: Every quarter spent building service infrastructure is a quarter of avoidable dispatch costs and churn on a base growing by ~400k subscribers a year; the buy case is the speed case.
FY2025 results showed revenue of about P44.8B (+10.2%) and roughly 3M residential subscribers, with management guiding to continued subscriber growth and margin discipline.
GTM implication: Growth plus margin discipline is precisely the frame for dispatch-deflection economics — service cost per subscriber must fall as the base grows.
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
Fault triage & repair coordination Guided diagnostics with line-status grounding, router-level fixes completed in-conversation, technician visits booked and confirmed with proactive reminders. | Deflected truck rolls are the single largest addressable cost pool in fiber service operations. Friction today: Subscribers report 'no internet' with no diagnostics; agents dispatch technicians for issues a guided reboot would fix; visit windows are missed on both sides. | MessengerViberIn-app chatVoice | |||
Outage communication & status Affected subscribers proactively notified with restoration estimates; inbound status questions answered from the incident feed; escalations reserved for exceptions. | Typhoon-driven spikes hit exactly when the contact center is least able to answer; proactive status suppresses the spike. Friction today: Area outages generate thousands of identical calls; agents have no better information than the customer. | MessengerSMSViberVoice | |||
Install scheduling & onboarding Application status pushed proactively, install slots confirmed and rescheduled in-channel, day-one setup guided conversationally. | Install speed is the challenger's brand promise; scheduling friction is churn before revenue starts. Friction today: Application-to-install coordination runs on calls and SMS; reschedules loop through the hotline. | MessengerSMSVoice |
Voice & channel orchestration, telephony, conversational execution, session/state, routing, integration build. Capability coverage validated during implementation.
API access to these systems is the critical-path dependency.
Identity-bound sessions, policy-bounded actions, 100% audit logging, human approvals at defined points, in-tenant intelligence.
All figures are modelling estimates from the labeled inputs above — nothing here is customer-provided yet. The pilot's first job is replacing these assumptions with Converge ICT's measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for Converge ICT: Fault triage, install coordination, and billing service are three high-volume workflows on one subscriber-management backbone; a challenger's growth rate makes single-workflow pilots immediately undersized.
Packages cover implementation and integration only. Recurring costs are billed separately: Tilicho Labs platform usage (~$0.15/call-min indicative, usage only), Google Cloud consumption, telephony/carrier charges, managed operations, and support & optimization. No package includes unlimited usage.
“Converge won by building fiber faster than incumbents thought possible. The same asymmetry applies to service: an agentic layer gives three million homes big-telco service quality at challenger cost — deployed in months.”
“One integration into diagnostics, field-service, and subscriber management powers triage, outage, and install workflows — partner-delivered while your team keeps building network, not contact-center software.”
“Truck rolls drop to the visits that need trucks; outage spikes are absorbed by proactive status instead of melted queues; visit no-shows fall with confirmed scheduling.”
“Repeat-fault contacts and install-journey friction become instrumented and fixable — with NTC-visible resolution metrics improving as a byproduct.”
“Service-quality reporting and Data Privacy Act consent handling ride on 100% logged interactions — evidence-grade records without building a logging stack.”
“The business case is truck-roll math: deflected dispatches at hundreds of pesos each against sub-dollar interactions, measured from month one — plus churn impact on a base you're still growing.”
Written from this account's own research — the strategic signal, the capability gap, the entry workflow, and the modelled economics — not a mail-merge template. Pick the moment and the persona, edit anything, then copy or open in your mail client.
Customer-safe by construction: drafts are composed only from customer-facing fields. Account tier, build-vs-buy classification, priority score, internal routing, and partner-commercial detail are not inputs to the composer, so they cannot appear in a draft. Money figures are always framed as modelled from the customer's own volumes. Read before sending — you own what goes out.
The pure-play fiber challenger that built a ~3M-subscriber residential base and a 16M-homes-passed network in under a decade — install scheduling, fault triage, and repair-visit coordination at that growth rate is a communication factory, and a founder-led challenger buys speed rather than building platforms.
Quantify current truck-roll volume attributable to router-level faults and pilot guided triage on Messenger for one region.
Entry: Fault triage & repair-visit coordination · Scale package · 10–14 weeks to production across priority workflows. Human fallback throughout; success thresholds agreed before build.
Start the pursuitResearch-based priority-account universe assembled from public information, market scale, communication volume, and solution fit. This is NOT an authoritative list of top Google Cloud customers; existing Google Cloud relationships are noted only where publicly reported. Validate every account with the account team before outreach.