Managing Director of FLOW Jamaica Stephen Price has pledged continued transformation in the customer experience at the country’s leading provider of integrated telecommunications services that he leads.

“Customer service excellence begins at the point where businesses recognise that customers are more than just a dollar figure,” Price said during his opening address at the National Customer Service Week and Customer Service Excellence Conference at the Jamaica Pegasus Hotel last week.

“We are on journey to transform the experience of our valued customers while deploying the latest technology and enabling access and connectivity across Jamaica,” Price noted. “We listen to you, our customers, and are constantly upgrading and expanding our networks to provide you with an enhanced customer experience.”

Citing an array of improvements, he reiterated his company’s commitment to improving service to its customers. Among those already implemented are increased bill payment channels including mobile application, website and FLOW Express (in-store kiosks); a free text line — 4636 — for customers to get a listing of FLOW locations by texting the name of the parish in order to locate the stores nearest to them; a 24-hour response system installed on all social media platforms to provide an expanded avenue for customer feedback and tech experts in each store, using technology such as tablets on the shop floor to quickly resolve customer issues.

Other initiatives that will be rolled out before year-end are a brand new Interactive Voice Response System (IVR) for callers to the Contact Centre in Jamaica. The new IVR will provide an easier process to report repeat technical issues to the enlarged Jamaican team as well as increased payment options.

Additionally, a Fault Tolerant Network is to be set up by year-end to further mitigate service disruptions for business customers, via a high availability Multiprotocol Label Switching (MPLS) network.

Describing the customer experience at FLOW as a journey of transformation, Price pledged the company’s continued willingness to engage customers. He also committed to further improvements in FLOW’s systems and processes as the company increases its efficiency.

Price, who took over the reins of the company in June 2017, has a wealth of experience in the telecoms industry, spanning the areas of commercial, customer care, operations and marketing. He is also an experienced operations director and sales-distribution strategist with big picture vision, leadership, and resolve to successfully penetrate new markets, capture market share, and deliver top/bottom-line goals.