On Monday 23rd November 2015, LIME Dominica officially became Flow Dominica.
General Manager of FLOW Dominica Jeffrey Baptiste said the new company is the integration of two significant players within the telecommunications sector, Cable and Wireless Company Ltd (CWC) and Columbus Communications, which traded across the region as FLOW.
CWC recently acquired FLOW
“And as a result of this integration we have now one integrated business that is going to be operated under the brand FLOW,” he explained. “I think more importantly what needs to be recognized is, what we are doing is we are bringing together the legacy of CWC which has established itself and been transforming telecommunications infrastructure across the region for over 140 years.”
When asked of the customer’s reaction to the new products and services, Baptiste had this to say: “If I had to go by customer’s feedback I would say, elation. I think some persons would express some signs of surprise, they knew that we were developing the store and converting it into something new. So I saw some expressions of surprise but certainly at the end I think the overall feedback is everyone seemed to be impressed.”
The General Manager also added, “I think it would also be fair to say that you had some persons who were I guess a bit intimidated by the change as well and you will find in our communities persons who will feel a lot more comfortable with someone else do it for them and people find it difficult to sometimes move away from what they are accustomed to and so we had a bit of that this morning too. It is expected, but we expect that over time that people will actually warm up to the change.”
He explained that the retail department of the company now is back under full control of Cable and Wireless Communication (CWC) Ltd through FLOW.
A few years ago the company’s retail department was outsourced but Baptiste said this is now a thing of the past.
“For the last two years the retail store was outsourced and today marks the first day of the store being in housed as it is no longer outsourced,” he said. “This store is actually owned and managed directly by FLOW and Cable and Wireless Dominica Ltd and we did it because part of our commitment we feel that to have a 100 percent ownership of our customer touch point and if we are going to make a very strong commitment to the market that we will actually change the landscape in Dominica or the way we are seen in this market through the quality of our customer service I think we have to own it a 100 per cent.”
He added, “This is the decision we have made and today is the first day that the store is actually brought back in-house and it is now owned and managed directly by CWC through FLOW.”
Baptiste explained that the 14 more employees will now be engaged directly by FLOW Dominica.
Meantime customers can expect a change in customer service as Baptiste pointed out that the days of counters and long lines are now gone. This is replaced by an online integrated queue-in system.
“So the customer walks into the store and upon entering the store the customer is greeted by someone and the customer is asked what service they would want to have and that is queued into the system and the customer is directed to a customer service person when the customer turn comes to the top of the queue,” he explained. “So the idea is you are not going to come to a line and actually stand there for several hours wasting your time. You can queue in, browse, you can sit, you can watch the television, look around the store, look at the technology that is available within the store, and you can maybe consider other services that you may want while your turn is queued up and then that customer is served.”
Dominica is the seventh country in the region to introduce the new brand.