BTC officially introduced the customer focused “Coming Back Stronger” campaign in Grand Bahama through its Neighborhood Connect launch on February 8. The initiative is geared towards revolutionizing all aspects of the customer experience and focuses on putting customers first, understanding their needs, building the right customer value propositions and changing the overall approach to customer service. The company recently piloted this initiative by deploying Fiber to the Home (FTTH) in several neighborhoods on the island.
CEO, Garry Sinclair commented on the initiative saying, “Our customers are at the center of everything we do. We recognize that as we evolve, that we have to adapt the way we do business to be able to effectively respond to the needs of our customers. Shortly after Hurricane Dorian, we set up an internal project to critically examine all of our key customer touchpoints including sales, service delivery, billing and our overall approach to our customers. We have made marked improvements internally and our customers have already begun to experience the difference. During the pilot phase of this project, we saw an uplift of over two thousand broadband customers.”
BTC has committed to a 48-hour installation time in FTTH ready areas which includes significant portions of Grand Bahama and Eastern New Providence. This service delivers fast and reliable access for customers to connect with loved ones and manage their businesses how they need and want to. The service includes high voice quality calls to the United States, the United Kingdom and Canada with up to 100GB of data and over 150 channels across an IP network at one low monthly rate.
During the “Neighborhood Connect” launch event over fifty residential customers in the Yeoman Wood community were signed up and either installed on the spot or placed on appointments for 48-hour installations. The BTC family-styled event was held at the Moon McPhee Park. Children were treated to day of fun and entertainment with appearances by kids’ characters, free ice cream and bouncing castles. Care packages were also provided to residents in the neighborhood. BTC will visit a community each weekend in the Grand Bahama FTTH footprint as it upgrades the overall customer experience.
Sinclair continued, “The success of this campaign is as a result of organizational changes that we have made. We have shifted our focus, and built a renewed, refreshed and refocused cohesive team with diverse capabilities. The launch of this project in Grand Bahama definitely demonstrates our commitment to rebuilding the communities affected by the recent Hurricane.” BTC is also aiming to upgrade customers in FTTH neighborhoods in New Providence in the coming weeks. To find out if you are eligible for an upgraded home entertainment or business experience, you can CALL-BTC at 225-5282.
