Discoverflow | Barbados | Discoverflow committed to ‘Action In Satisfaction’

Flow committed to ‘Action In Satisfaction’

-telecoms company provides update on installations and fault resolutions


Bridgetown, BARBADOS (March 1st, 2018) -- Barbados’ leading telecommunications provider is continuing its efforts to reduce the time it takes to install new services and resolve faults.

Two months after launching its ‘Action In Satisfaction’ campaign, Flow is further committing to providing customers with an installation date within 48 hours of receiving a request and responding to faults within 24 hours of a report.

“Last year we successfully completed a major upgrade to our billing, charging and customer relationship management systems, so we are now completely focused on reducing the time it takes to get a new service installed and the time it takes to resolve a fault,” said Jenson Sylvester, Managing Director, Flow Barbados.

“Over the past couple of months we have made great strides and I am happy to report that forty-seven percent of all residential installations are now being completed within two business days and we are also now committing to providing our customers at the very minimum with a date for installation within two days of receiving a request.”

Sylvester said the company was also aiming for a one hundred percent record of resolving faults within 24 hours.

“As it stands today, seventy percent of all faults are resolved within 24 hours and our average repair time since the beginning of the year is actually a little under that, so we are very proud of what our customer experience and technology teams have managed to achieve,” he said.

“These improved service levels also come at a time when we have agreed to new standards of service with the Fair Trading Commission, so we look forward to sustained collaboration which will no doubt redound to the benefit of our customers, company stakeholders and the wider community of Barbados.”

Sylvester also highlighted the recently opened Customer Experience Centre at Windsor Lodge as another pillar in the company’s refreshed approach to improving customer care.

“The feedback we’ve been receiving about our new Customer Experience Centre has been nothing short of phenomenal. Wait times have been significantly reduced and our colleagues have been given a clear mandate of providing immediate resolutions for customers with bill queries or other service related matters,” he said.

“The fact is every single customer counts and while we may not always get it right the first time, we are committed to moving the needle by putting action in satisfaction every day. This is a commitment to our customers and ourselves.”