Operational Update

Our Customers

JT is a full-service, global connectivity and business solutions provider. Headquartered in Jersey, we support residential customers across the Channel Islands with broadband, mobile and landline services across our award winning full-fibre and 4G networks.

We also provide large enterprises and SMEs with a full-range of communication services, including Cloud, Cybersecurity, Data Centre and a full-suite of Managed Services. Being based in a financial hub, we provide services to many of the world’s leading banks, Trust, Legal and fiduciary companies.

We employ over 500 people globally, and have a thriving international business, providing global customers with services such as critical fraud protection, SIM swap prevention, mobile number portability, enterprise messaging and sponsored roaming.

We have a history of developing innovative products and, following on from the sale of our IoT division, we now also provide critical infrastructure platforms and services to Velos IoT, our largest International customer, with over 12 million connected SIMs in the global market. As its primary connectivity partner, JT remains committed to supporting the International growth of Velos’ global IoT business.

Structural changes to improve the way we serve our customers

In late 2021, we conducted a major restructure of our business, driven by our overall company objective to increase efficiency and improve the way we service and support our customers. JT’s new

Stood left - right

Tom Noel - Chief Product Officer

Thomas Helbo - Chief Operations Officer

Sat left - right

Nicola Reeves - Group HR Director

Katie Corbett - Chief Commercial Officer

Operations structure united our engineering, technical and customer support teams as one team with responsibility for the entire JT Group and all our customers. This enabled us to tackle some of the historical barriers to JT’s operational effectiveness and means we can now centrally review all customer projects, policies and processes, ultimately improving Service Level Agreements and overall customer experience.

Our new structure

In mid-2022, using the same principles, JT Group went through a further organisation restructure, which first saw a restructure of its Executive Committee (ExCo), shortly followed by organisational change under each executive pillar. The objective was simple – to reshape the way we do things to better serve our customers. The main changes being the creation of two new Group divisions; Product - to focus on product simplification and innovation to meet the current and future needs of our customers, and Commercial – to centralise all sales functions to further improve our global customer experience.

By the end of 2022, JT’s restructure was complete, with a new Executive Committee, collectively focused on the delivery of JT’s strategy, with our customers at the very heart of the organisational changes.

Improving our Customer Interactions

Our customer operations and the way we service our customers is very important to us. In 2022, we launched an internal Quality of Experience (QoE) team to provide centralised and simple reporting on all of our customer interactions across the whole business, with the aim of monitoring and showing continuous improvements against a clear set of customer KPIs. One key improvement that came from the monitoring of our customer data was the launch of the JT Technical Centre, put in place to resolve more customer faults remotely via a team of first line in-house engineers. The enhancements we’ve made to our operational ways of working throughout 2022 have improved our efficiency at resolving customer problems. For example, through our frontline and JT Technical Centre teams troubleshooting and resolving fault queries remotely we have reduced the number of faults requiring an engineer visit by 19%; meaning an improved service experience for our customers and fewer vans on the road.

Our Customer Channels

2022 has been a very busy year across the majority of our customer channels. We’ve taken over 60,000 customer calls, handled and actioned over 55,000 emails and had over 18,000 live chats across our social media and online shop channels.

Our Customer Interactions in Numbers

Number of JT App Users

We continue to see huge growth across our digital channels and currently have over 16,000 residential customers using our pre and postpaid apps – a 19% increase on 2021 users.

JT Voice

As well as usage statistics, we also actively seek customer feedback through JT Voice – an online feedback forum where we ask customers for their opinion on our products and services, but also to tell us more about their needs. Membership has grown to over 2,500 in 2022, and through that invaluable insight we have made many changes to the way we do things and to the products we offer. This feedback will also become crucial in 2023 and beyond as we review and build the customer experience design at various stages of our digitisation journey.

Simplicity – The future of JT

Our customers are telling us that the experience they want from us as a provider is digital, simple and, where possible, automated. They want to do more for themselves, be that via the JT app, online shop or speaking to an advisor quickly through our online chat. They want to see less complexity in our processes and to make changes to their account at the touch of a button.

Simplicity is key to the future of JT and integral to our 5-year plan. We have also created a company-wide simplicity portfolio, focusing on 3 key programmes.

of JT’s tariffs and services, including the removal of legacy out-dated products. Already in 2022, our teams have worked hard to reduce the number of products by over 30% and we’re also making significant changes to our own Internal processes and systems to make it easier for us to service our customers.

Autonomous Networks encompasses the network replacement programme, removal of High-Risk Vendors to comply with regulations and the future arrival of 5G. Our overall network strategy will ensure that our new network is fit for the future and provides network automation for added security, resilience and latency. It will also improve software configuration and the advanced automation will improve performance, but also reduce costs, providing the perfect testbed for future innovations. 2022 has been spent selecting the best vendor for the job and achieving the regulatory approval to do so.

Digitisation focuses on investing in the digital and IT technologies of the future. These initiatives will use data to improve decision making and optimise our networks. They will improve customer processes and provide a flawless customer journey and exceptional customer experience, transforming JT into a modern communication provider of the future.

As a business, our objective is to be an exemplar of the way that these 3 programmes and innovation through technology can simplify and improve all of our lives, whether that is at work, at home or on the move. We want to keep our customers connected and allow them to do more, any time day or night, from any device and from any location in the world.