Customers to benefit from new technology and improved in-store experience

Flow customers in Western Jamaica are set to benefit from an increased investment in infrastructure and technology after the opening of the new Flow Church Street store in Montego Bay, St James on October 29.

The communications and entertainment provider has invested US$200 million in the build-out of its fibre optic network across Jamaica over the past three years.

With the trending growth in consumer demand for its products and services, particularly in western Jamaica, Flow further invested in its in-store experience by adding a second retail outlet in Montego Bay.

Along with its customary services such as purchasing top ups, mobile handsets, prepaid and postpaid packages, as well as internet and voice services, the new store features a bevy of customer-centric services. It includes the Qtrac scheduling system that allows customers to hold their spot in the line without physically being in the store. This allows them to conduct other tasks until it is their turn to be seen by a customer service representative. Customers are alerted via their mobile phone when they are next in line.

“The Qtrac has three main uses that benefits our customers,” said Paul Evans, director of B2C Sales & Distribution.

“Firstly, it allows them to do more with their time by reducing the wait time in store. Secondly, it allows for compliance with our COVID-19 protocols by maintaining social distancing and, thirdly, Qtrac allows Flow to use digital technology to interact with our customers in a way that offers them real personal value.”

The Church Street store also represents an investment in small and medium-sized businesses. The store has a Flow Business office which is dedicated to helping small and medium-sized businesses use digital tools to grow faster.

Flow added that from a brand experience perspective, its most recent investment is focused on creating a memorable customer journey.

“The design and concept of the Church Street store is centered around the needs of our customers. They shared that another retail outlet was needed in St James. We listened and decided that we wanted a store that offered more than the usual transactional services.  We wanted to create an experience for each customer that comes here.  It was a significant investment and it is one that our customers deserve,” said Evans.

Flow said the retail store complements its infrastructural work taking place in Western Jamaica.

“We have been increasing our fibre optic availability across Western Jamaica. This allows us to provide an improved quality of service including greater reliability and faster fixed broadband speeds. As we enter more homes and businesses and gain more mobile customers, they will need a convenient and accessible Flow store for their transactions,” said Evans.