THE opening of Flow's new retail store in Chaguanas offers better services to customers and stimulates more business activities. Flow vice-president Simone Martin-Sulgan and Chaguanas East MP Vandana Mohit expressed these views at the opening of the store at Price Plaza, Chaguanas on Wednesday.
Flow formerly had a store in the heart of Chaguanas.
Martin-Sulgan said, "We realised that the experience being received by our customers was not one that we were proud of."
[caption id="attachment_958023" align="alignnone" width="1024"] Customers wait outside the newly-opened Flow retail store at Price Plaza, Chaguanas on Wednesday. - Lincoln Holder[/caption]
She said this included cramped conditions inside the former store, and customers sometimes having to wait outside for lengthy periods before being able to enter.
The new store offers advantages such as a location in a well-established shopping plaza, better parking and a bigger store, inside and outside.
"Customers can come in, self-serve, and they can speak to agents. It is a much-improved overall customer experience."
The greater interior space within the store, and several automated kiosks, were some of Flow's innovations as it adapted operations to deal with challenges posed by the covid19 pandemic over the last two years.
"I think one of the things that the pandemic has taught us is that we all had to quickly pivot and embrace a digital way of life and technology."
Martin-Sulgan said this allows customers either to be immediately directed to an agent to conduct their business, or do their transactions at an automated kiosk if no personal interaction is needed.
Flow is also launching a QR code because it recognised some customers may still be reluctant about physically going to its stores because of covid19.
[caption id="attachment_958025" align="alignnone" width="1024"] Ramcharan Bhawanee, 73, pays a bill with the assistance of customer service representative Folade Cummings.- Lincoln Holder[/caption]
Martin-Sulgan said, "If you are one of those (people), you can scan the QR code and simply either walk around the shop or sit in the comfort of your car and wait until your number is up for you to be served."
Special consideration is given to customers who are senior citizens who may not be au courant or comfortable with using digital technology.
Martin-Sulgan said the store also caters for physically-handicapped people with its wide interior space and hybrid business approach which allows for in-person and virtual services.
"We are making it easier for them to embrace the technology. There are some (customers) who are more traditional and we're making it simple."
Flow's store at Gulf City Shopping Mall in La Romaine offers similar features. The company also has retail stores at Trincity Shopping Mall and Nicholas Towers in Port of Spain.
Martin-Sulgan said Flow will continue to offer its customers improved packages with faster internet speeds, and better value for money.
She also said, from a national corporate social responsibi
