PBCOM accelerates secure banking with 8×8 SMS

Banking on trust, speed, and innovation

With nearly 100 branches and a fast-growing digital banking presence, Philippine 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.

Data-backed results

Since partnering with 8×8, PBCOM has seen measurable improvements across multiple areas of its operations and customer experience. From faster OTP delivery to reduced manual workloads, the impact has been both immediate and meaningful.

• Faster transaction completion: With OTPs delivered in 2–3 seconds, customers complete their actions without delay.
• Higher customer satisfaction: A significant drop in OTP-related complaints has improved customer trust.
• Greater compliance: More clients are successfully completing account openings, thanks to timely notifications.
• Time and resource savings: SMS-based error alerts replaced labor-intensive outbound calls.

These improvements have been felt across the organization—especially among teams focused on customer transactions and digital service delivery.

“Transactions are being consummated faster, and complaints have dropped,” says XP. “That tells us we’re on the right track.”

A simple integration and a path forward

Integration with 8×8 was seamless. “We already had an in-house messaging platform—we just needed to plug it into 8×8. It took us maybe two to three weeks, and we did it all in-house,” says XP.

Looking ahead, PBCOM sees potential in expanding beyond SMS. “We’re exploring additional authentication methods—maybe voice or video in the future,” XP adds. “With the performance we’ve seen from 8×8, we’re confident we’ve found the right partner for that journey.”