Optus’ Enterprise and Business team has partnered with Jim’s Group, Australia’s home service franchise, to deliver superior employee and customer experience through Optus’ business solutions and mobile network.
As a valued partner, Optus Enterprise and Business is providing over 700 services to Jim’s Group franchisees across 54 divisions, allowing them to provide customer experiences to the more than five million Australians that rely on Jim’s Group services each year.
Optus Enterprise and Business’ significant coverage footprint appealed to Jim’s Group, which holds sets its own service bar high, including a target for franchisees to be always available for customer enquiries.
Jim’s Group founder Jim Penman routinely reads all customer feedback, modelling the level of connectedness and service excellence the company expects from its franchisees and service providers.
David Coventry, vice president business and enterprise customers, enterprise and business at Optus, says “Jim’s Group prioritises providing connectivity and service excellence to their franchisees and customers. At Optus Enterprise and Business, we share the same ambitions, and we’re thrilled to be working with a like-minded business.
“Millions of Australians rely on Jim’s Group, and when they need these important services, they expect to be able to reach someone who can help. Optus’ network, which covers more than 98.5% of the Australian population, will keep Jim’s Group franchisees connected when their customers need them.”
To challenge a burst of low-cost competitors, Jim’s Group overhauled its IT infrastructure to improve job bookings and management and improve its customer and franchisee experience. The company’s app, Jim’s Jobs, incorporates everything from job scheduling to customer feedback. Optus Enterprise and Business will support Jim’s Group’s continued digital journey and creation of an unrivalled CX system to power its business.
Rocky Aloi, general manager at Jim’s Group, says “Our franchisees carry their business in their pocket, and we are constantly looking for ways to improve the experience for them and their customers. Optus understands this and they are open to our feedback and queries and support our franchisees through updates and improvements.
“The secret to our success at Jim’s Group is that we’re never satisfied and that’s what we expect from our partners. In our business, it’s crucial that our franchisees are constantly connected to their customers and Optus allows them to deliver that.”
Jim’s Group allows franchisees to work as a sole-operator or grow to hire their own employees. New franchise owners gain experience through division specific training and focus on Jim’s Group’s high-quality customer service expectations.
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