Sat | Sep 23, 2017

Customer flow forces Flow Sovereign stores to unmerge

Published:Wednesday | September 9, 2015 | 9:00 AM
Garfield Sinclair, CEO of Cable & Wireless Jamaica/Flow Jamaica.

An apparent misread of the volume of customer traffic at the old Flow store at Sovereign Centre in Liguanea forced the new Flow to un-merge shops and resort to the status quo.

The telecoms had merged the ground floor Flow store with the LIME store on the first floor of the shopping complex, but days later, staff began redirecting cable customers back to the old shop for bill payments.

Clerical staff at the stores said the volume of Flow customers had been too much to handle at the single location.

Flow Sovereign was initially among the nine LIME-Flow stores closed as part of the consolidation of the retail network.

Cable & Wireless/Flow Jamaica has not responded to queries on what went wrong with its analysis of the Sovereign operations, nor has the company said whether other closed stores have been affected. It's unclear whether the reopening will be permanent.

On August 22, nine stores were shuttered and their operations merged with stores in their proximity. Seven Flow stores at the Courtleigh Corporate Centre, Pavilion Mall and Sovereign Centre in Kingston, New Pineapple Shopping Centre in Ocho Rios, Angels Plaza, Spanish Town and Bargain Village Plaza in May Pen were shuttered and the business migrated to LIME stores in the same locations or nearby.

The closed LIME operations include a store at Fairview in Montego Bay and the shop at MegaMart in Kingston. Their operations were merged with nearby Flow stores.

Customers of Sovereign Centre were expected to use the LIME centre in the same plaza. But, overwhelmed by clients, the Flowstore was reopened to handle the traffic.

Cable & Wireless Jamaica said previously that it would retain 88 retail locations islandwide under the merger of LIME and Flow businesses.

avia.collinder@gleanerjm.com