2.  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.

3.  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 

4.  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

5. 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

6.  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

7. PowerNet services for the home include: dial-up internet email 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 more web and email hosting audio and video streaming our new online data back-up service — PowerNet Data Protection Plus

8.  ST. Croix ST. Thomas Tutu Park Business  7G-H Estate Diamond Business OfficeMon-FRI: 8:00AM – 6:00PM  MON-FRI: 8:00AM – 6:00PMSAT: 8:00AM – 12:00PM  SAT: 8:00AM – 12:00PMPayment window Hours  Payment window HoursMON-FRI: 7:30AM – 5:00PM  MON-FRI: 7:30AM -5:00PMSAT: 8:00AM – 12:00PM  SAT: 8:00AM – 12:00PMTelephone Hours  Telephone HoursMON-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

10. ResidentialPowerNet PlusPowerNet Extreme Speed512 kbps1024 kbps Advantage Program$39.95$49.95 Non Advantage$49.95$59.95 Installation$40.00 Business DSL PackageMonthly RatesSpeeds Plus Package$99.00256 kbps Bronze Package$199.00512 kbps Silver Package$349.00768 kbps Gold Package$699.001268 kbps

11. 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

12. 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

13.  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