Case Study: Jersey Telecom achieves seamless, free-flowing in-store customer service with Q-nomy

Jersey Telecom - Customer Case Study

Jersey Telecom (JT), a 130‑year‑old full‑service telecom provider serving the Channel Islands and other locations, engaged Q-nomy in 2013 to modernize the customer experience in its flagship store. Competing with much larger global operators, JT wanted a high‑end, customer‑centric solution that eliminated queueing, made agent interactions feel natural, and streamlined operations to reduce both actual and perceived waiting times.

Q-nomy deployed its Q‑Flow platform with a friendly self‑service kiosk for topic selection and check‑in, a mobile web app for roaming agents, and in‑store displays showing the assigned agent’s name and photo and a designated meeting location. The result was a free‑flowing shopping experience where customers keep browsing until an agent meets them, interactions became more personal, and waiting time was significantly reduced and made more pleasant.

Jersey Telecom