Operational changes at LIME

Operational changes at LIME

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Details: Parent Category: Dec 2011; Category: Week ending Dec 17th, 2011; Published on Monday, 19 December 2011 17:00; Hits: 725

LIME Grenada has unveiled a number of initiatives aimed at improving customer service and doing business at the telecommunications network.

General Manager Angus Steele, during a news conference on Monday at its headquarters in Grand Anse, St George, disclosed what he termed his first 90 days accomplishments as the company’s manager.

Although not fully satisfied with what was achieved thus far, Steele said LIME is pleased to have addressed a number of concerns expressed by customers over a period of time.

One of the complaints that have plagued LIME is the continued billing of customers after the service has been disconnected.

Steele said the company, as of December 1, no longer charges customers 30 days after the disconnection of service.

LIME has also taken a decision to no longer charge customers who request temporary disconnection of their services or temporary reconnection of service.

The company’s General Manager explained that the company charges half of the customer’s monthly rental and in addition $50.00 to facilitate disconnection for traveling purposes or otherwise.

This requirement of service will now be done free of charge.

Customers who have requested a courtesy call from the company to alert them that the bill is overdue before the service is disconnected have had their request answered.

Steele spoke of 3,400 customers being disconnected on a monthly basis.

He said LIME has taken a decision to contact an average of 800 customers monthly to alert them, and to make payment arrangements to avoid disconnection.

LIME has also implemented new initiatives aimed at reducing calls to the company’s 440-1000 number to eliminate complaints that their calls to that number are unanswered.

“I will not apologize for saying that we’re not going back to having persons answer those calls. What we are doing is increasing a number of ways that we allow you to interact with and to get information from us,” Steele said.

The company announced a help option on its facebook page that customers can access to get information about that service, and additional information about their account.

Steele said this page as well as the website www.lime.com allows live conversation with the company, and persons can also request the company to return a call to an individual customer.

With the increase in computer usage LIME is encouraging customers to sign up for e-service.

Steele said the company is working to ensure that customers receive their bills in PDF file attachment format, via the Internet.

LIME has also reduced the price package on the 4mgbt broadband plan.

The Manager said that with this increase, customers on the 2mgbt plan could consider moving up to the 4mgbt plan to get faster speed and better service.

The company is also contemplating increasing its penetration of 8mgbt island -isle.

Steele said that LIME, working together with the Government of Grenada, has begun its venture of making WIFI available throughout the country.

He said in addition to areas such as the Maurice Bishop International Airport (MBIA), the service is now available at the National Museum in St George’s, Carriacou Historical Society and Fort Matthew.

LIME is also offering laptops as part of its Christmas promotion for $599.00.

Steele said that the company is aware that the penetration of broadband is a must for the development of Grenada.

He recalled that every ten percent of growth in broadband translates to 1.7 percent growth in GDP, and as such LIME is looking at increasing that penetration of broadband.

As the lone authorized IPONE agent in Grenada, Carriacou and Petite Martinique, LIME says it now has available both plans for post and pre-paid IPONE customers.

Students who rely on the use of past papers and other CXC paper will soon be able to tap into the LIME CXC based content as of early 2012 via mobile, Internet and television.

In addition to changes in the company’s system, LIME Grenada has seen the return of two senior employees.

Head of Consumer Sales, Lorraine Mitchell who was transferred from LIME Dominica where she served as Head of Marketing is responsible for retail stores, and residential customers, and Yvonne Mancini who was with LIME Barbados and St Lucia for years has also re-joined LIME Grenada as Chief Financial Officer for the Windward Islands.

Steele said that both employees would assist in strengthening the company