QUAD play telecoms provider FLOW has committed to delivering “a world-class portfolio of quad play retail environments” at its new state-of-the- art customer experience centre in Fairview Montego Bay yesterday.

With customer experience at the forefront of its rebranding, the telecoms company recently unveiled the new look of all flagship centres in Jamaica, which will be replicated across the Caribbean.

With the new look being revealed to a group of specially invited stakeholders, media representatives and customers, Will Gibson, head of retail at CWC Communications and the ideator behind the new look, explained: “Our new stores embody the essence of the Caribbean; from the calming blue tones of our brand colour representing the sea, to our vibrant secondary color palette bringing a wave of life into the stores with a touch of natural wood tones, coupled with high quality finishing.”

He continued: “These touches were specifically chosen because they have a distinct vibe and look to them that allows our products to shine, and our new Retail Career Path training scheme gives our people the empowerment to shine and always delight our customers,” he stated.

Customers will be able to interact with the new products and services via the new customer experience centre, the first of its kind on the island. With interactive features, self-help facilities, and newly trained customer agents, the store is designed to transform the entire customer experience, and is a major step in the company’s bold vision of being number one for customer service in the region.

The customer experience centre is partitioned into different flexible zones that allow for different transactions, such as traditional customer service and sales transactions as well as bespoke areas for technical help and advice. Each zone is customisable and flexible and fed from a central customer queue system, so depending on the traffic loads for each zone, FLOW reps can serve more customers at a time by altering the set-up of the zones at the push of a button.

The state-of-the-art product displays aim to show each product live — from mobile devices running the latest apps, to mobiles handsets paired with headsets and speakers so that our customers can experience music offerings such as Deezer and much more. Stephen Price, head of retail at FLOW Jamaica, says, “these zones, which include the ‘customer service and sales zone’; the ‘Always stay connected zone;’ ‘My mobile lifestyle zone;’ ‘My home, my entertainment zone’; ‘Help and Advice Zone’; and a ‘Charge up zone’ are all unique areas of the experience as each zone brings a new and unique experience to each customer,” he stated.

The pièce de résistance of the FLOW experience is the “Charge Up zone”, which is a secured cabinet where customers can charge their devices free of charge. According to Price, “It’s simple. Choose an open door, secure your device inside, and then lock the door of your very own cabinet taking the key with you. Return whenever you like to a fully charged device.”

FLOW’s Managing Director Garry Sinclair expressed confidence in the investment of the newest and first flagship customer experience centre and its location in Montego Bay. According to Sinclair, “We are confident that by employing this world-class and revolutionary approach to our flagship locations, more and more customers will visit our store to experience our world and do business with us.

“Supported in each market by a fully loaded channel strategy, we will also have medium- size retail stores and small dealers and kiosks which deliver the same branded customer experience ethos, allowing all of our customers, whatever their location, to do business with us,” Sinclair said.