Flow completes major systems upgrade

Barbados has become the first business unit in the Caribbean for telecoms provider Flow to achieve complete systems integration.

Recently, Flow concluded a major upgrade to its billing, charging and customer relationship management systems that will act as the catalyst to drive an improved customer experience.

We always say that telecoms is the greatest team sport and the realisation of this upgrade stands as a testament to this philosophy,” said Marilyn Sealy, Director of Communications and Stakeholder Engagement, Flow Barbados.

“This upgrade is the culmination of two years of planning and a weekend of extremely intensive system upgrades. We actually setup two ‘War Rooms’ – in Barbados at Windsor Lodge and in Miami at Cypress Creek – that were manned by our colleagues who carefully monitored and rigorously tested the systems and processes from beginning to end,” added Sealy.

Justin Inniss, Senior Director of Customer Experience, Flow Barbados, welcomed the initiative aimed at improving the experience of customers.

As with any technology-related exercise of this magnitude, there are always some unexpected challenges that need to be ironed out. During the systems upgrade, some of our customers experienced service issues and we sincerely apologise for the inconvenience,” he said.

“Our networks and systems are now in a stabilisation period as we try to systematically identify the faults we have encountered and we thank our customers for their understanding and we look forward to providing them an unsurpassed level of customer experience as we enter this new chapter.”

As part of the upgrade, Flow will provide its customers with a consolidated bill for the company’s suite of products and services including broadband, mobile, fixed-line and TV.

The upgrade will also help streamline the migration process from copper to fibre for broadband customers, along with improved resolution for queries received by the company’s contact centres.

This paves the way for us to offer a true quad-play experience for our customers and they will soon receive a ‘Bill Map’, whether via surface mail or email, that explains all the features of the new bill such as the account and bill invoice number, usage charges, account charges and discounts among other items,” added Inniss.

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