(Photo) XP Garcia, Head of Transaction Banking Group, Philippine Bank of Communications

Philippines Bank of Communications (PBCOM), a universal bank with nearly 100 branches and a strong digital footprint, turned to 8×8 SMS API to improve the speed and reliability of its customer communications. The solution now powers near-instant OTP delivery, streamlines operational messaging, and enhances both customer satisfaction and internal efficiency—supporting secure, seamless service at home and abroad.

"From our proof-of-concept tests, 8x8 stood out immediately. The Speed and reliability were unmatched. OTPs were being delivered in two to three seconds, and our clients noticed the difference," says XP Garcia, Head of Transaction Banking Group.

Banking on trust, speed, and innovation

With nearly 100 branches and a fast-growing digital banking presence, Philippines Bank of Communications (PBCOM) is no stranger to scale. As a universal bank, it provides a wide range of services including deposits, lending, and trust solutions. But as digital adoption surged, the bank’s ability to communicate critical information—like One-Time Passwords (OTPs) and application updates—was falling short.

That’s when the bank looked for various solutions to modernize how the bank engaged with customers. “We needed a platform that was not only reliable, but fast enough to support time-sensitive transactions,” says XP Garcia, Head of Transaction Banking Group at PBCOM. “And more importantly, one that would give us peace of mind when it comes to customer satisfaction and operational efficiency.”

Reliable messaging at the speed of trust

PBCOM initially sought a secondary SMS provider as part of a business continuity strategy—but 8×8 quickly became the primary choice. “From our proof of concept tests, 8×8 stood out immediately,” XP recalls. “The speed and reliability were unmatched. OTPs were being delivered in two to three seconds, and our clients noticed the difference.”

Thanks to 8×8 SMS API, the bank could securely send OTPs that helped customers finalize digital transactions almost instantly. This rapid delivery reduced the risk of failed logins, abandoned sessions, and customer frustration.

Beyond security: streamlining operational messaging

Beyond transactional use, PBCOM also uses 8×8 to send operational updates—such as notifications about application errors. “Before, we had to call clients manually to explain what needed to be corrected. Now, a one-way SMS takes just a second or two. It’s incredibly efficient,” says XP.

This shift from manual calls to automated SMS has translated into measurable time savings and a more productive team. And because these messages are being delivered quickly and consistently—even to clients in the US, Canada, Europe, Hong Kong, China, and the Middle East—PBCOM can support its strong base of overseas Filipino workers with confidence.

XP Garcia adds, "With the performance we've seen from 8x8, we're confident we've found the right partner for that journey."