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Although many customers may be most familiar with LIME’s landline, internet and mobile services for consumers, providing business solutions has always been one of the company’s core areas of business.
“We’re the only company on Island that can do a full 360 turnkey solution, when it comes to international circuits, dedicated data connection, customer premises equipment(CPE), mobile, fixed voice and VOIP services if you need it,” said Dwayne Mellaneo, head of corporate sales with LIME.
The company offers CPE products from three of the biggest names in the business – Avaya, Cisco and Mitel – offering LIME customers an unrivalled choice.
“For Avaya we are a platinum partner. We are also a gold partner for Cisco as well as a platinum partner for Mitel,” said Mellaneo.
“What differentiates us is that we have the best and highest skilled technicians on Island. We’ve been in the business the longest, which speaks for itself.”
According to David Chestnut, sales engineer with LIME, the ability to offer solutions from a variety of providers not only allows LIME to offer a more tailored solution, but also allows businesses to utilise the same systems throughout their various international offices.
Chris Brown, sales engineer with LIME explains “A lot of companies that come here are global, their main office in New York might have a Cisco system, so when they set up here they want the same, and we are able to offer that.”
The rapid pace of technological development has not bypassed customer premises equipment, making this a very exciting time for businesses, according to Chestnut.
“Voice and data are really converging into one so it offers a lot of opportunities. A lot of what customers may have wondered about before is now ready to become reality. Systems can be set up so that when a call comes in, immediately a file pops up on the computer with the customer’s information so you can greet them by name. All of that can have a significant impact on people’s businesses and is something that we can speak to during our consultations,” he said.
With all the possibilities, a thorough consultation with a potential customer is a vital part of the process.
“What really sets us apart from our competitors is the level of consultation we provide as part of the service we offer customers. The feedback from them is that once we provide a solution it is the most comprehensive and detailed solution they can get,” said Mellaneo.
According to Chestnut, really listening to the customer when creating a business solution for them is vital.
“A lot of the time it is about getting them on an appropriate platform, because they might have an interest in some new features but might not want to move into that straight away. But getting them on right platform ensures that it will support them in the future as their business grows,” he said.
Depending on the size of the solution required, turnaround time can be as little as one week for a small system to around six weeks for a more complex solution.
However, providing the solution is only one part of the picture. LIME provides specialised backup for their business customers, from dedicated business account managers to a specialised business contact centre.
“What we want to do is separate out the business traffic from the consumer traffic. When our business customers call in we want to give that a higher priority, they need a different feel, a different touch. They have some more technical issues that require a different skill set,” said Danny Tathum, head of retail, sales with LIME.
“We have developed a 1-800 number for our business customers to call that takes them straight to a specialised group of contact centre agents. There will be a team there that can troubleshoot any basic problem up to the point of calling a technician out.”
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