Innovative-PowerNetCONNECTING THE VI

COMMUNITY

Innovative is the market leader in the U.S. Virgin Islands (USVI), providing a broad range of telecommunications and cable TV services. Our family of services for both the business and residential markets includes local telephone, long-distance, internet, cable TV, wireless, and business phone systems.

Innovative Communication Corporation (ICC) is a diversified, trend setting telecommunications and media company with extensive holdings throughout the Caribbean basin. The company’s operations are in Belize, British Virgin Islands, Guadeloupe, Martinique, Saint-Martin, Sint Maarten, U.S. Virgin Islands and France and include local, long distance and cellular telephone companies, business systems, and the Virgin Islands Daily News paper.

Management offices are in West Palm Beach Florida and headquarters are located in Christiansted, St. Croix U.S. Virgin Islands with a population of around 53,234 residents. ICC has been in operation for over 10 years. In 1986, owner Jeffrey Prosser was only 27 years when he launched the company, buying the Virgin Islands Telephone corporation (Vitelco) for 86.5 million dollars.

Introduction/Background

Innovative PowerNet is the number one Internet Service Provider in the Virgin Islands, offering a complete family of Internet services for the home, business and government markets.

PowerNet provides superior reliability and performance via the only terrestrial broadband network in the Virgin Islands, including its multiple undersea fiber systems to the U.S. mainland and inter-island, which provides network diversity and redundancy.

This plan focuses on services offered to customers and growth objectives over the next three years. The specific objectives are:

Within three years the number of customers will increase by 40%. New growth will come from new customers while additional growth will occur by

retracting old customers through promotional efforts  

◦ The retention rate of current customers will remain at 80%◦ Within three years 50% of customers will have clearer internet service◦ Within three years 50% of customers will have faster internet

connection

 

Executive Summary

Our mission statement reflects our commitment to our customers and identifies ultimate goal for the Innovative Companies.

Statement  “To provide our residential and business customers the most reliable

telecommunications network, services, and products delivered via an upgraded quality infrastructure, and supported by excellent customer service.”

 Aims To develop the highest- quality of internet service by continuously

changing to meet new technological advancements To increase our companies profit by gaining 40% new customers into

our business To provide guaranteed customer satisfaction through the extensive

training of our employees To become the leading internet provider in the Caribbean 

Mission/Aims

PowerNet Strengths Location within the three offices creates high awareness Staff is highly trained, informed and has great people and

communication skills Good reputation in the local community Wide range of services offered High standards for staff, customers, and services

PowerNet Weakness Understaffed – Customers wait in line and in the waiting room thirty

minutes longer than they should Some representatives lack certain business etiquette skills Poor service during torrential weather Slow to no connectivity due to bandwidth size The current website does not include background information on the

company to include the mission statement

Environmental AnalysisS.W.O.T

PowerNet Opportunities Competitors in the surrounding areas are few Fast growing community- growth in new housing developments First mover advantage-first internet service provider within the Virgin Islands Set competitor barriers by offering bundled package services Some local customers use other internet service providers – there is

opportunities to attract new customers from the local market Constant advances in technology

PowerNet Threats As the Virgin islands grows, it is likely to attract more competitors The slowing economy could reduce income and cause customers to be more

price sensitive and reduce spending on bundled promotional packages Potential loss of existing customers to current competitors due to bandwidth

size causing slow connectivity

S.W.O.T. Cont.

ProductPowerNet services for the home include:dial-up internetemail services high speed DSL, with multiple

speed and price packages to match your family's needs

MobileNet wireless internet PowerNet for businesses include:  high-speed DSL with multiple plan

options to match your requirements dedicated T1 private line service

(1.5 Megabits)wireless broadband and custom

solutions up to 45 Megabits or moreweb and email hosting

audio and video streamingour new online data back-up service

— PowerNet Data Protection Plus

ST. Croix ST. Thomas Tutu Park Business 7G-H Estate Diamond Business Office Mon-FRI: 8:00AM – 6:00PM MON-FRI: 8:00AM – 6:00PM SAT: 8:00AM – 12:00PM SAT: 8:00AM – 12:00PM Payment window Hours Payment window Hours MON-FRI: 7:30AM – 5:00PM MON-FRI: 7:30AM -5:00PM SAT: 8:00AM – 12:00PM SAT: 8:00AM – 12:00PM Telephone Hours Telephone Hours MON-FRI: 8:00AM – 6:00PM MON-FRI: 8:00AM – 6:00PM

St. John, The Market Place Business Office 5000-4A Estate Enighed MON-FRI: 8:30AM – 3:30PM Telephone Hours MON-FRI: 8:00AM – 6:00PM

Place

Promotion

Residential PowerNet Plus PowerNet ExtremeSpeed 512 kbps 1024 kbpsAdvantage Program $39.95 $49.95Non Advantage $49.95 $59.95Installation $40.00 $40.00

Price

Business DSL Package

Monthly Rates Speeds

Plus Package $99.00 256 kbpsBronze Package $199.00 512 kbpsSilver Package $349.00 768 kbpsGold Package $699.00 1268 kbps

After conducting an analysis of our organization, (both externally and internally) we have provided a clear set of recommendations in which our company can deal with certain problems in which we face:

The problems to overcome include: Poor to no service Slow internet connection caused by low

bandwidth compared to the capacity of customers Slow on ground technical support

Implementations

Control/Evaluation

•How would you rate your internet service for the past month? (circle) slow, poor, fast, fair

•On this visit to ICC Powernet, did you receive prompt service? (Y)/(N)

•Would you recommend ICC Powernet service to a friend or family? (Y)/(N)

•How would you rate the representatives etiquette skills(circle) :Fair, Poor, Lacking Skills, Professional

Customer Survey

There’s an old saying pertaining to business failure; “people don’t plan to fail, they fail to plan.”

This plan was developed by Claudia Prevost and Amie St. Louis Marketing 301 at the University of the Virgin Islands

Spring Semester 2012

Conclusion