“Ericsson
has been a good partner; however, we at Flow needed to have control of the
services to meet our customer commitment objectives”
FLOW Jamaica in a Press
Release stating that they were rehiring some 150 Ericsson Technicians
FLOW
Jamaica, formerly LIME Jamaica, is recanting on a decision it had made back in
2013.
They
had rehired some of their Technicians for fixed-line maintenance in November
2015 as reported in the article “Flow
goes insourcing route; employs 150 former Ericsson staff”, published
Friday, December 25, 2015 by Richard Browne, The Jamaica Observer.
These
150 employees were working with Swedish communications company Ericsson. Good
to note LIME Jamaica had made them redundant as explained in my blog article
entitled “LIME
outsources Network Maintenance to Ericsson”, from which Ericsson had hired
three hundred (300).
Now
two (2) year and one name change later, they've taken back half of that number,
specifically those with specialized training in the following areas:
1.
Outside plant construction and
maintenance
2.
Network maintenance
3.
Customer premises installation and
repairs
4.
Workforce management
Good
to note that this included Tier 2 technical support for their recently upgraded
FLOW Internet services launched Tuesday December 22nd 2015. Plus
FLOW Jamaica may not have had much of a choice.
Such
skilled and specialized employees with prior knowledge of their Network are not
easily found in Jamaica as noted in my Geezam blog
article “Jamaica
facing an acute Shortage of Qualified Technicians and Engineers for upcoming
Projects”.
These
speed increases sees customers getting speed increases on their Broadband
offerings at no extra cost as detailed in the article “FLOW
broadband customers get free upgrade”, published Wednesday, December 23,
2015, The Jamaica Observer.
The
rehiring of these field technicians means that they'll have enhanced capability
to respond to faults reports on their FLOW Broadband service.
The
strategy seems to be working as since November 2015, when this action had taken
place, they've seen a reduction in complaints, to quote Senior Director in
charge of customer experience for Flow, Ronnie Thompson: “We are seeing
improvement. Complaints are being reduced… overall our performance is trending
in the right direction”.
So
does this point to some future product launch against Digicel Play as I'd
predicted?
FLOW Jamaica rehiring
150 Ericsson employees - Gearing up to reduce spike in Cable TV Complaints
It
could be.
Digicel
by launching Digicel Play has beaten FLOW Jamaica by becoming the first Telecom
Provider to launch a FTTH Service as noted in my Geezam
blog article entitled “How
Digicel Play will spread the Gospel of Fiber Optic this Christmas”.
My
explanation might get a bit complicated, so bear with me.
LIME
Jamaica had officially adopted the name FLOW Jamaica since the Caribbean wide
rebranding and relaunch on Friday August 31st 2015, relinquishing
many of their former contract under the name “LIME Jamaica”, including
Ericsson.
CWC
(Cable and Wireless Communication), FLOW Jamaica's parent company, had been
acquired by Liberty Global for US$5.5 billion in October 2015 as reported in my
blog article
entitled “US$5.5
billion Liberty Global purchase of CWC's FLOW Jamaica - Why Digicel Play will
truly Liberate Cable Subscribers”.
However,
they've also inherited many of the previous company FLOW's problems, seeing a
74% increase in customer complaints and problems in October 2015 as reported in
my blog article
entitled “74
Percent increase in FLOW Jamaica problems to OUR - FLOW's infrastructure
problems as Digicel Fibre is coming”.
By
rehiring these 150 specialized technicians from Ericsson, they're most likely
to have them focus on the ADSL (Asynchronous Digital Subscriber Line) upgrade,
while retraining some of the to assist the former “FLOW” technicians with the
increasing problems on their Cable Network.
Apparently,
there’s more to this than meets the eye, as with the Liberty Global, they now
have money to spend!
FLOW Jamaica to launch
FTTH and 4G LTE - Ronnie Thompson drops a big hint for 2016
But
my sources on the ground tell me that this isn't about just upgrading and
maintaining ADSL and FLOW's Cable Network.
Three
(3) sources close to FLOW Jamaica have tipped with information suggesting that
FLOW's actually planning to launch Fiber Optic Network upgrade to rival by
Digicel Play's FTTH (Fiber to the house) services as described in my blog article
entitled “Digicel
Play launches FTTH Network - How FLOW Jamaica and Liberty Global Empire Will
Strike Back”.
So
are my Call Center sources information correct? I think they may be on to
something, based on another statement that Senior Director in charge of customer
experience for Flow, Ronnie Thompson made, quote: “Now the market has changed,
[the company wants to] control all our touch points. We pretty much control
that aspect of our business. Certainly we are now in a much better place to
improve our service offering to our customers. We can now deliver in a much
more forthright way”.
That's
right, folks!!
FLOW
Jamaica has plans to improve their service offerings! His statement combined
with the information from my tipsters suggests that FLOW Jamaica may soon
announce the launch of their own FTTH Network as well as 4g LTE (Long Term
Evolution) Wireless Broadband in 2016 as suggested in Kelroy’s Geezam blog article entitled “Flow
to upgrade Fiber Internet Service + islandwide 4G and LTE coming soon”.
But
wait, there’s more.
While
scoping out more evidence to back up my three (3) tipsters info, I came across
these post on FLOW Jamaica's Twitter on Tuesday December 22nd 2015.
Get ready for faster and better
internet speeds!
We have an upgrade for you. :) pic.twitter.com/UfnD8n1ydz
—
FLOW Jamaica (@FLOWJamaica) December
23, 2015
Amazing speeds are coming your way.
Are you ready for an upgrade? pic.twitter.com/FQLsFN0d3E
—
FLOW Jamaica (@FLOWJamaica) December
23, 2015
Faster & better!
Are
you ready for this upgrade? #faster
#thisishowweflow
pic.twitter.com/ktQgJjKQmL
—
FLOW Jamaica (@FLOWJamaica) December
22, 2015
The
use of the colour blue with action streak to an artiste friend of mine at Edna
Manley, suggest a much faster than normal, almost near light speed. Could this be a herald for a Fiber Optic
service? If it is, then it is just in time as FLOW Jamaica has to upgrade.
5G
will only be four (4) years away in 2020 according to the ITU (International
Telecommunications Union) 5G IMT-2020 Roadmap as detailed in my blog article
entitled “ITU
publishes 5G IMT-2020 Roadmap - Why US Telecom Providers, @Digicel_Jamaica and
@LIMEJamaica like to travel off the beaten Path”.
Expect
more hiring’s by FLOW Jamaica, possibly in Customer Care as they've got a Call
Center contract with Grace Kennedy as noted in my blog article
entitled “How
to find work in Jamaica at Call Centers - GraceKennedy’s Call Center at CSO to
open November 2015”.
This
initial 150 re-hiring of former technicians from Ericsson is just a start as
FLOW Jamaica ramps up to launch FTTH and 4G LTE in 2016.
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