Case Study: The Jones Family Business achieves unified, flexible customer service with 8x8

The Jones Family Business takes a unified approach to customer service with 8x8

The Jones Family Business is an Auckland-based, family-owned importer and retailer of premium European appliances with retail, wholesale and service arms. Proud of long-term customer relationships, the company faced an ageing PABX that limited visibility, forced agents to juggle multiple systems for voice, chat and email, and offered poor ERP/CRM integration—putting superior customer experience at risk unless they found a unified, cost-effective replacement.

They deployed 8x8’s cloud communications platform (Work and Contact Centre) in early 2020, going live for contact centre agents in under two weeks. The cloud solution enabled remote working during COVID, delivered comprehensive analytics and a native CRM for a single customer view, and added “expert connect” to speed complex resolutions. The result: improved agent productivity and customer engagement, better operational visibility for rostering and planning, and a scaled deployment now supporting 54 UCaaS users and 41 omnichannel contact centre users.

The Jones Family Business

Paul Wharton

Chief Financial Officer