Delivering customer care amid an unprecedented pandemic
When the pandemic hit, SM had to close its 74 malls nationwide. While SM continued to provide essential services by keeping supermarkets and drug stores open, many Filipinos could not leave their homes due to lack of transport and LGU restrictions.
To bridge that gap, SM began to offer an omnichannel customer experience by launching multiple digital platforms and partnerships. The SM Store, SM Markets, and Watsons all rolled out their respective e-commerce websites. SM Malls partnered with the major third-party delivery service providers to ensure everyone in the community was served the essentials they needed during lockdown.
As majority of urban residential hubs used Viber, SM launched a nationwide Viber community and hotlines, hiring on-call personal shoppers and riders, as well as partnering with Waze for convenient curbside pickup services.
SM communicated its safety and cleanliness protocols through its #SafeMallingAtSM campaign that redefined the shopping experience in times where caution is key in a one-stop environment for essentials shops and personal services such as optical shops, dentists, doctors and hair salons. In line with government guidelines, SM malls continues to observe strict health measures and safety protocols. These include adherence to social distancing, temperature checks, contact tracing, face mask and shield requirements for employees and customers, and store capacity limitations.
To help farmers gain access to market of their vegetables and produce, SM partnered with RestoPH for a series of fresh food markets called #FarmersProduce.
They also collaborated on a #DineInSM campaign with a video series on safe dining. Spacious event centers and atriums were repurposed as safe Designated Dining Spaces and outdoor gardens and rooftops are now used for al fresco dining in malls around the country.
Despite the uncertainties in the way we are living today, SM Supermalls will continue to instill hope in a better tomorrow and still and always strives to offer innovation, convenience, fun, and safety for the various communities it has served for over 60 years.’