BUSINESS BYTE: New company from CWC/Columbus merger will transform customer service experience

logo-columbus“We are forming a new company, with a new leadership team, and a new culture, putting our customers at the heart of the business”

  • Will invest US$400M in Broadband Expansion
  • Guarantees a low-price broadband package, with wider access to all
  • Promises to create 500 skilled jobs in the region within five years
  • Supports Net Neutrality and Number Portability

Cable and Wireless Communications (CWC) and Columbus International Inc. (Columbus) today announced a ground-breaking customer charter that will guide how the new company would operate following the approval and closing of their merger.

In listing a suite of commitments, CWC’s CEO Phil Bentley said that the new company plans to revolutionize telecommunications across the Caribbean. Newco will invest US$400M to expand its broadband infrastructure, with Bentley noting, “this merger will result in the most extensive fibre infrastructure ever constructed in the region, providing wider access to all, specifically targeting low income households. We will ensure that all our customers have affordable access, while also providing industry leading 1 Gb/s broadband speeds for those customers who want an unparalleled online experience”.

Bentley also pledged that the new company formed from the merger of CWC/Columbus would create more than 500 jobs between now and 2019 through growth in its services and by reviewing current outsourcing arrangements. “We will enhance the quality of our customers’ experience, as we invest in jobs closer to our Caribbean customers, “he said.

In giving customers more choices, the new company will become the leading regional supporter of net neutrality and provide full access to legal ‘over-the-top’ (OTT) services. The company also re-affirmed its commitment for Local Number Portability (LNP), which will enable customers to exercise the freedom of keeping their telephone numbers, should they choose to switch operators. “We are keen to facilitate consumer choice – it’s our customers who define service excellence – and the freedom to access OTT services and to port mobile or fixed line telephone numbers is a key element of our strategy.” Bentley said.

With the introduction of a ‘no-contract’ service offering, customers will have the ability to transfer landline, video and broadband services at any time, to any provider. Columbus ceo Brendan Paddick indicated “our job is to keep our customers satisfied, and if we do not deliver an exceptional experience, we can’t expect their patronage. You can’t contract customer loyalty – you have to earn it”.

Bentley indicated that “with these commitments, our proposed merger will bring huge benefits to the region – creating jobs, providing customers with superior broadband access, and transforming our customer experience – underpinned by service excellence and innovation. We are forming a new company, with a new leadership and a new culture, putting our customers at the heart of our business.”

About Cable & Wireless Communications

Cable & Wireless Communications Plc (CWC) is a full-service communications provider operating in 16 countries throughout the Caribbean and Latin America. Operating four leading businesses: – Cable and Wireless Panama, LIME, (the Caribbean excluding The Bahamas), BTC (The Bahamas) and Cable and Wireless Seychelles; CWC offers mobile, broadband, TV, domestic and international fixed line services in most of our markets serving over 5.6m customers. CWC also provides premium data centre hosting, telecoms, domestic and international managed data network services and custom IT Service Solutions to businesses and governments through the new unit, Cable & Wireless Business Solutions. Our mission is to grow customer relationships and lifetime value by becoming #1 for Customer Service. We are the market leader in most products they offer and territories they serve.

For more information visit: www.cwc.com

About Columbus International Inc.

Columbus International Inc. is a privately held diversified telecommunications company based in Barbados. The Company provides digital cable television, broadband Internet and digital landline telephony in Trinidad, Jamaica, Barbados, Grenada, St. Vincent & the Grenadines, St. Lucia and Curacao under the brand name Flow and in Antigua under the brand name Karib Cable. Columbus also provides next generation connectivity and IT solutions, managed networking and cloud-based services under the brand Columbus Business Solutions. Through its subsidiary, Columbus Networks, the Company provides capacity and IP services, corporate data solutions and data centre hosting throughout 42 countries in the greater Caribbean, Central American and Andean region. Through its fully protected, ringed submarine fibre optic network spanning more than 42,300 km and its 38,000 km terrestrial fibre and coaxial network, Columbus’ 3,150 plus professionals provide advanced telecom services to a diverse residential and corporate client base of over 700,000 customers.

For more information visit www.columbus.co 

Contacts:

Cable & Wireless Communications
Media Grace Silvera+1 786-353-8156
Neil Bennett (Maitland)+44 (0) 2073795151
Investors
Kunal Patel+44 (0) 20 73154083
Mike Gittins+44 (0) 20 73154184

 

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2 Comments

  1. Ba Yo Bwa
    December 13, 2014

    Heartened by the prospects of creating a cohort of skilled workers throughout the Caribbean. I am mostly concerned, though, with what that indicates for Dominica. How many skilled, high-paying jobs will be created in Dominica potentially. Some level of out-sourcing will happen, inevitably. What I wish relevant unions will do is negotiate sound packages that guarantee a professionalization of the workforce, to include solid renumeration and overall conditions of work for employees.

  2. The Facts
    December 12, 2014

    I hope you do not outsource to India, Philippines, Costa Rica and San Salvador and the likes as some Canadian and US enterprises did, sneakily taking away jobs/employment from those Canadians and US nationals. Could state a lot about that and also write a lot about it especially the Canadian ones. Keep your jobs in the Caribbean. Those nationals are in dire need of jobs especially those who have completed university, college and high school and the qualified unemployed. They should first be considered for employment.
    I read an article in a Caribbean – Toronto newspaper, headline of which is “PM Browne (Antigua and Barbuda’s PM) blasts international community for stifling Caribbean’s economic growth.” He stated this in New York at the United Nations General Assembly (UNGA). He is correct.
    It is interesting to note that you will be giving consideration to “low income people”. You are to be applauded for that. They, who cannot afford or barely afford to pay high costs of technology as also telephone and TV costs, really need help in this area. If you keep to your promise, God bless you for that. Your enterprise will be blest.
    I also read with interest your statement, “You cannot contract customer service. You have to earn it.” This is an excellent and true statement. Truer words were never spoken. When I speak to my Provider I will mention those words. I do tell them off sometimes about their high costs and inefficient service. :)
    We in Canada have been ripped off with contracts. Some of us did not approach those enterprises. They approached us and we are required to have a two-year contract. If we break it we are required to pay as much as $200.00. Some people did but I would not. I call that highway robbery and bondage. Once again, I could state and write a lot about that.
    I wish you good luck, progress and with employing approximately 500 employees in the coming years. Who knows? The number may increase based on increased business.
    The government will be extremely pleased about that. Enterprises are the ones who create jobs especially in smaller countries. The government is unable to do so. All governments turn to the business sector to create jobs. No exception in the progressive countries. In turn, these enterprises receive some government concessions for this. They do not financially lose. Those who help others reap the benefits in time.
    Once again, good luck with your merger, business growth and success. God who wants his children to be fruitfully employed for their livelihood and equal work for equal pay, bless you and your enterprise immensely.

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