Cable & Wireless reshaping its Caribbean business
Basseterre; St. Kitts - Cable & Wireless today announced that it aims to build from its existing operations across the Caribbean region, a single, pan-Caribbean telecoms provider that will deliver world-class products and customer service to the people of the Caribbean.
The pan-Caribbean approach that Cable & Wireless is taking is driven by its wish to:
(a) offer a more consistent set of services for all customers,
(b) respond to competitive pressures, and
(c) capitalise on advances in technology, which enable the provision of faster, better and cheaper customer services.
Cable & Wireless also believes that the introduction of a world-class Pan-Caribbean provider focused exclusively on the Caribbean will also benefit economies in which the business operates, particularly as it will allow the company to operate a Caribbean sourcing programme – taking all the goods and services it needs from regional suppliers wherever possible.
The reshaped business will be focused on ensuring that Caribbean customers receive levels of customer service comparable with the very best telecoms operators in the world.
The Operating Principles of the new Pan-Caribbean Business will ensure that:
? Cable & Wireless Caribbean makes the right business decisions to enable it to build a Caribbean telecoms company that delivers world-class customer services
? Cable & Wireless Caribbean leverages its economies of scale across the region in its back office and support services so that it delivers better value for customers
? Ownership of the Cable & Wireless Caribbean customer experience stays “on-island” - as close as possible to the customer
? Cable & Wireless Caribbean sources staff and other services from within the Caribbean wherever possible.
Cable & Wireless Caribbean will ensure that it can act more quickly to respond to customers’ needs. The move is part of Cable & Wireless International’s business-wide strategy to give a much higher degree of autonomy to regional businesses, so decisions are taken closer to the customer and the right actions can be taken in individual markets to deliver what those markets need.
Cable & Wireless International (the parent company of Cable & Wireless Caribbean) will, in future, act as a financial investor allowing local management to invest in services for their local customers. This will allow the Cable & Wireless’ Caribbean team to create a truly Caribbean business, operated wherever possible, by Caribbean people for Caribbean people.
Commenting on the announcement Cable & Wireless Caribbean CEO Richard Dodd said “Delivering just enough is not good enough; customers in the Caribbean are sophisticated users of telecoms services and deserve the very best, that’s what we’ll deliver. By combining the skills, resources and vast experience we have across the region, we’ll create the first (and only) truly Caribbean telecoms company…an organisation that makes delivering a great customer experience its top priority.”
He explained: “We will achieve this by streamlining and focussing our business on the best of products and services available to our customers and by empowering and developing even further our greatest resource, our colleagues who already serve you across our many businesses. I repeat, ‘Great customer experience is our top priority.’”
