LIME is now FLOW

The FLOW building in Roseau
The FLOW building in Roseau

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.”

Jeffrey Baptiste is general manager of FLOW Dominica
Jeffrey Baptiste is general manager of FLOW Dominica

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.

 

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21 Comments

  1. clemon George
    November 30, 2015

    Mr Jeffrey Baptiste,
    It’s been 3 month since I have been trying to reach someone at FLOW to discuss my internet billing. (You have not provided a email address – only a telephone contact number for customer service). My basic internet charges have doubled, with no explanation. I have called on three different occasions and have asked to speak to the ‘manager’ since none of the foreign Customer Service agents can help. I have never received that promised call back.

    I also note that the Customer Service Agents are not familiar with WESLEY, or WOODFORDHILL or Temple Estate… makes one wonder why folks like me must continue to send barrels to help those on island, without JOBS!
    Clemon George, PhD

  2. daway serrent
    November 26, 2015

    Following Lime Old Ways=FLOW

  3. 2468
    November 25, 2015

    You all are just miserable people who think that this world is UTOPIA. I learn to accept things the way they are. Gosh stop being Whinner babies.

  4. grapefruit shandy
    November 25, 2015

    Armed and dangerous. We had an abundance of Flow during erica- the waters, the slides and the lime trees in the river. Now we need to do the digi thing, so that we get the right digits for a feeble economy.

  5. Older Man
    November 25, 2015

    At least no more rubbish about “Upgrading” Dominica. “Upgrading” to standards which were obsolete everywhere else 10 years ago?
    The most outdated, faulty internet service offered at most ridiculous price I’ve known in my life. And I worked as web developer in several countries. For example – a year ago in Canada I had 25MB/s speed for about $80 ECD a month. and no mighty slogans, just a strong, reliable service worth paying for.
    And here? 2MB/s if I am lucky, often sluggish, and disconnects every now and then messing my work.
    And for how much? actually more than I paid for these 25MB/s? Yes, for much more. What a shame.

    I wrote a complaint letter to that CEO 2 months ago. No response at all. And the service sucks for as long as I signed up for this sad internet. So, new paint does not impress me.
    Money spent on ugly baby-blue paint should rather go for fixing the lines.

    I can’t wait until Digicel Play comes to Eggleston. I would be happy to say bye to lame…

  6. November 24, 2015

    Fool Dominica! what goes around comes around by another name. Boy alas nou feni bat, by any other name, same # different day. Top me up! fool. smh, we really being smoked by evey one, company and all. Just keep Flowing our money, and Run. Another one bite the dust. I aint flowing?????.

  7. November 24, 2015

    So wats the meaning of FLOW is it WOLF ? according to nonamegal

  8. anonymous
    November 24, 2015

    preferred the name lime. who agrees?

  9. z
    November 24, 2015

    flow message me tell me its double bubble ! i run and top up , i never see double so i say it will come…. half an hour later flow tell me was a mistake ….yes sah flow u juss come and dt u doin already

  10. derp
    November 24, 2015

    same old dialup internet which they calling the fastest broadband, straight out lies…

  11. Leah Remy
    November 24, 2015

    Same Donkey, different tail.

  12. Mandy B
    November 24, 2015

    Waiting patiently for updates to those outdated internet packages.

  13. Chakademus
    November 24, 2015

    Than company tired change their name. Was Cable and Wireless, then Telecommunications of Dominica, then Cables again, then Lime and now Flow. Schizophrenic if you ask me

  14. sweetsop
    November 24, 2015

    oh so is flow they flowing why they have not fixed my land line for three and a half weeks after 8 calls. The man came and said he coming back just now and up to now. I myself tired call and foreigner voice tired answer me. So I flow in the flow office on Tuesday and a man telling me stand in the line and use the computer to register my complaints and a person will come and check me. I myself going to computer i seeing a loong line waiting to punch on computer and me myself doh know how to use computer nuh. So tell flow if the digicel people flow back in Castle Bruce I will have to flow with Digi Play wee. i sorry Miss Flow

  15. time to stop
    November 24, 2015

    well some are saying…………….FLOW…….Following in Lime Old Ways………….lets hope not right. :) :) :)

  16. nonamegal
    November 24, 2015

    Flow spelled backward is Wolf! Say sa mem :mrgreen: :mrgreen: !

  17. Nacinimod
    November 24, 2015

    Hmm, nice name

  18. Christ like
    November 24, 2015

    Hope its better service and cheaper rates….

    • nicole
      November 24, 2015

      Now ” christlike” how can better service = cheaper rates? duh! Do you know anything cheap that is still of good quality?

      Quality always comes at a certain cost. stop being silly.

      • November 25, 2015

        Yes, all other things being equal. But as technology advances and new techniques are found, efficiency improves, and the savings from that can, at least in theory, be passed on to consumers.

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