Discoverflow | Jamaica | Discoverflow Takes Additional Steps to Serve and Safeguard Residential and Business Customers

Flow Takes Additional Steps to Serve and Safeguard Residential and Business Customers

Company Tests “Work from Home” for over 600 employees

Kingston, Jamaica – March 18, 2020 - Flow Jamaica today announced several additional measures that the company has put in place for its retail and technical operations to further protect its team and its customers.

The new procedures follow Flow’s statement last week where it indicated that its Local Crisis Management Team had been activated and was ramping up its COVID-19 preparedness and response. The company had also shared at the time that one of its technicians was quarantined while four others were in self-isolation. To date, no one has displayed symptoms of the flu or COVID-19, but all are still under the company’s policy of a mandatory 14-day isolation period.

“We are taking a number of proactive steps to protect the wellbeing of our employees and their families, our customers, our networks and our business,” shared Stephen Price, Country Manager.

“With the ongoing COVID-19 situation, we all have a collective responsibility to help the public and the authorities to reduce the spread of the virus. This has renewed our drive to continue delivering services in a manner that is sensitive to the needs of our community. It has pushed us to creatively adjust our operations to ensure continuity in any event,” he continued.

Already, Flow has implemented several measures for the protection of its teams and its customers. These include:

Retail

  • Restriction on the number of persons in the store at any given time
  • All locations outfitted with sanitizing stations
  • Flow team members, including Flow’s Mobile and Recharge teams, will be outfitted with the appropriate Personal Protection Equipment (PPE) and will continue to offer services as per usual until further notice.
  • Customers and other visitors who display symptoms of illness will be courteously directed to other methods for accessing bill payment channels and customer services.
  • Flow customers can continue to top-up, check balances and pay their bills online using the My Flow mobile app, the company’s website at www.discoverflow.com, by calling its contact centre at 100 via a Flow phone (mobile and fixed) or 1-800-804-2994 as well as through online banking methods.

As a further precautionary measure, Flow has temporarily suspended customer service operations at its Norman Manley International Airport (NMIA) booth. The kiosk remains open and will be frequently sanitized. Additional measures will also be implemented at locations in and around popular tourist destinations.

Technical

  • Effective immediately, Flow’s technical team will conduct an initial assessment during appointment scheduling.
  • All technical team members will be outfitted with PPE and will conduct further safety assessments prior to residential visits.
  • Alternate arrangements including remote trouble shooting will be conducted to serve customers who may be displaced by the protective measures.

On Monday, March (March 16), Flow also engaged in a one-day work-from-home trial across all its non-customer facing team and office locations. This as the company continues to anticipate and respond to the spread of COVID-19 on the island.

The exercise tested the company’s processes, performance and ability to support the highest level of service for customers, in the event that “work-from-home” and social distancing measures continue for an extended period of time. As Flow continues to deliver what is considered essential services to the public, its retail stores, Contact Centre and technical departments will remain operational with adjustments made as the company continues to monitor the evolving situation. Social distancing measures will be implemented to protect its employees.

In compliance with the seven day “work-from-home” directive for non-essential workers, Flow will also be making the necessary determinations for its team.

The company will continue to follow the guidance from the World Health Organization (WHO), the Ministry of Health and Wellness (MOHW) as well as the pandemic policy and plan of its parent company, Liberty Latin America (LLA).

C&W Business Jamaica

Through its C&W Business brand, the company is now working to support other organisations which may require that their teams work from home and has also ramped up its network monitoring to prepare for the expected additional broadband demand.

“These are unprecedented times and as we have supported Jamaicans through many other uncertainties, we will continue to seek out and provide the best technological solutions to keep our customers connected and productive. This is bigger than any company. This is our commitment to Jamaica, and we will get through this together,” shared Price.

He further urged all Jamaicans to consider their safety first, to adhere to the guidelines and updates provided by the Ministry of Health and Wellness and to utilize the tollfree lines provided by calling 888-ONE-LOVE for any concerns related COVID-19.

Flow will continue to keep its customers and employees informed as more information becomes available.

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