Optus’ coverage footprint and strong connection appealed to Jim’s Group. The partnership will offer improved customer experience to more than five million Australians that rely on Jim’s Group services each year, Optus claimed.

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 will create a CX system to power Jim Group’s business.

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.

“Jim’s Group prioritises providing connectivity and service excellence to their franchisees and customers,” said Optus vice president business and enterprise customers, enterprise and 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.”

“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,” said Jim’s Group general manager Rocky Aloi.

“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 customer service expectations.

This first appeared in the subscription newsletter CommsWire on 24 January 2023.