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 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.