ACF helps Jersey Telecom streamline CX for their flagship store

Our client, Jersey Telecom (JT), operates in the Channel Islands and five other global locations. JT has over 130 years of experience in telecommunications and is dedicated to delivering world-class services. They are a full-service global consumer and business enterprise provider, offering services that range from domestic fixed lines (landlines) to advanced data hosting for the e-gaming industry. In 2021, JT contacted ACF Technologies to implement an advanced customer flow management solution in their flagship store and introduce new processes in response to the pandemic.

The Challenge

Albeit a relatively small operation, JT competes against the largest global telecom providers and therefore wanted visitors to its flagship store to enjoy a high-end, distinctive experience. In line with JT brand values, the company sought a customer-centric solution with the following objectives:

• No waiting in line or at service counters; customers should be able to continue browsing products until an agent is ready to assist them.
• Create more natural and engaging interactions between customers and agents.
• Streamline store operations to reduce waiting times.
• Introduce virtual queuing so customers can wait anywhere within the store environment.

The solution

ACF Technologies rose to the challenge and provided a total solution that met and exceeded the client's expectations

ACF implemented a solution based on the company's flagship software platform Q-Flow®, which provided:

01 Self-service kiosks

Welcome kiosks where customers indicate their topic of interest, and provide their name.

02 Digital displays

The displays around the store present each customer with the name and photo of the agent assigned to them. As meetings take place around the store, the photo helps customers spot the agent approaching them. These speed up the introduction, and create a more personal experience, which customers love.

03 Mobile web app for agents

For agents, roaming the store was made easy by providing them access to Q-Flow operation from their mobile phones. The mobile web app provided by ACF Technologies allows the agent to retrieve the next meeting details – presenting the customer information and meeting location – and activates the display system. The solution also allows multiple language support, making sure the customer is matched to an agent who can help them in the most efficient way.

04 Virtual queuing

The Virtual Queuing QR code allows a customer to follow a full booking process via their own mobile phone. Q-Flow keeps the customer updated via SMS and email on their queue position and when they need to return to the store and agent. This has been a valuable option during the recent pandemic and government guidelines changing regularly for the maximum occupancy of retail space whilst also giving the choice to a customer to wait in the store or an environment of their choice.

The Results

The solution enables JT store visitors to continue browsing and shopping while waiting, meeting agents at designated locations within the store rather than being called to traditional service counters. Meeting locations are selected to align with the visitor’s interests, typically near the section of the store where relevant products or information are displayed. Agents can still meet customers at the counter when access to desktop applications is required.

ACF Technologies’ solution successfully achieved its goals:

• A free-flowing customer service process that supports, rather than disrupts, the in-store shopping experience.
• Agent–customer interactions that occur in a natural and personalized environment.
• A streamlined operation where customer waiting time, both actual and perceived, is reduced and made more pleasant.