JT’s My Account app is in the running for one of this year’s top digital awards, having shortlisted in the Best App category in the UK Digital Experience Awards 2019 (UKDXA).
Judged by a panel of independent international business professionals, against a strict criteria endorsed by Cranfield School of Management, the awards recognise how leading-edge technology and solutions can improve customer’s experience.
The ‘JT My Account’ free app was built locally in-house, by JT’s team of software developers following customer insight gained from focus groups and from JT’s customer insight panel. From this JT identified an opportunity and demand for a unique app which would provide JT customers with a way of managing their services and viewing their bills on mobile devices giving them the freedom and flexibility to monitor, track and control their usage on the go, when and where they needed to.
The aim is to take complex billing information, including a large range of pricing packages in a simple and easy-to-use way – designed and built in a highly scalable and responsive way to ensure customers can use it securely.
The app, which is the only one of its kind in the Channel Islands, allows JT customers to personalise their accounts, set up a roaming ‘bolt on,’ and even create data usage alerts to give them access to real-time information. The ability to tailor services, add value options and stay in control means JT’s customers are aware of usage and if needed can change services to suit their situation wherever they are. The free app has been downloaded over 40,000 times with over 55% of JT customers now using it daily. Since its launch in 2015 the design and functionality has grown significantly, thanks to customer feedback and new technology it now includes a ‘live chat’ facility which lets customers interact directly with the JT team to resolve queries faster than ever before and even log faults.
Dominic Vye, Head of Commercial Development, Customer Management and Digital Services at JT commented: “The team and I are so pleased to have our app shortlisted for this prestigious award, putting us side by side with many leading tech companies across the UK. Since the deployment of high-speed networks, mobile and internet usage has massively increased, and customers want a quick, easy and reliable way to manage their services. This shortlist is testament to great teamwork between our customers and our development team and encourages us to continue to invest in similar services as part of JT’s ‘digital first’ policy of tech innovation. With a single aim of helping our customers access JT’s products in the easiest way, when where and how they want to.”