Wed | Sep 20, 2017

FLOW working to iron out kinks

Published:Wednesday | January 20, 2016 | 1:01 AM
Garfield Sinclair
FILE Professor Carolyn Cooper gave FLOW a piece of her mind in her Sunday Gleaner column.
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In response to Professor Carolyn Cooper's column of Sunday, January 17, 2016 titled 'FLOW + LIME = minus zero', in which she outlined her concerns re the FLOW-LIME business, we wish to use this medium to address her absolutely valid concerns.

We'd like to thank Professor Cooper for taking the time to highlight, in her own inimitable style, the challenges our valuable subscribers are experiencing with our current customer-service levels. Even as we strive every day to ensure that every customer interaction with us is as easy and as stress free as we can possibly make it, Professor Cooper's letter makes it painfully clear that we still have a long way to go.

We have, however, begun to take some very important steps to ensure we arrive as quickly as possible at our destination as your number one customer-service organisation. We readily admit we are on a journey to get there, but get there we will.

 

CUSTOMER EXPERIENCE

 

First, we are extremely pleased to report that Professor Cooper remains one of our many valued FLOW customers, for whom we intend to transform the customer experience. We actually do have the iPhone 6S on an exclusive special offer of J$7,7249.58 per month, among others, via hire-purchase arrangements with select FLOW postpaid plans. We have since taken steps to clarify the offer.

Second, the results of the OUR's most recent quarterly service report for the period ended September 30, 2015 indicate that customer complaints for loss of service and/or billing issues are significantly lower than the previous quarter. This is indeed indicative of the extensive work that has been done, and which we continue to do to ensure maximum network availability, despite a debilitating rise in the theft and vandalism of our critical network infrastructure.

Third, in order to make it easier for customers to communicate with us, we have opened multiple additional direct access points via social media and other methods. We recognise that some customers still do not have Internet or access to social media. However, we also recognise that this medium is growing exponentially as a means of communication. We, therefore, encourage our customers with such access to contact us via email at customerexperienceja@cwc.com or through our live chat located on our website at https//discoverflow.co as an alternative to making telephone contact.

Steps to access the Live Chat Support:

Go to our website: https://discoverflow.co

Select Country: Jamaica

Click the Support icon, then select Chat from the menu options available

Finally, in our bid to provide consumers with the best possible service experience, we have implemented a number of islandwide network improvement and customer-service initiatives, including upgraded Internet speeds, high-speed 4G mobile coverage, and being first to launch lightning-fast Long-Term Evolution technology in Jamaica in specific metropolitan areas.

We are also repatriating our call centres to Jamaica with a renewed focus on fast resolution of customer-service issues and insourcing our field services operations to more directly manage our customer's installation and repair experiences. All this and more as part of a renewed thrust to deliver on our commitment to be number one with our customers.

- Garfield Sinclair is the managing director of FLOW. Email feedback to columns@gleanerjm.com.