JB Hi-Fi Takes Installations Fully Self-Service: From In-Store to Online
Buying a new TV online at JB Hi-Fi comes with a few choices. You can pick it up in-store. You can get it delivered and set it up yourself. But the best experience? That’s when a professional installer comes to your home, handles the setup properly, and makes sure everything is working just as it should. No stress. No guesswork. No risking a cracked screen.
That customer-first mindset has always been central to JB's installation business, led by Stuart Walker and the team. From delivery to setup, they’ve focused on making the entire experience seamless. And now, that experience includes the online booking process too.
We’re proud to have helped bring that to life. With JB’s new website integration, customers can now book installation services themselves, choose a date, and get real-time updates, all without picking up the phone and interacting with a human.
How it worked before for JB Hi-Fi:
Until recently, booking an installation at JB Hi-Fi always involved a person. Whether you were in-store or online, someone had to step in to move things along.
In-store, once you made your purchase, staff would walk you over to a separate terminal to enter your details into the JB portal. That would kick off the behind-the-scenes process of confirming where the product was coming from, checking technician availability and securing a time that worked for you.
Online, it was much the same. After selecting installation, the request would be passed to JB’s support centre, where a live chat team would help finalise the booking. It was a personal, hands-on process that worked well, but still relied on human support at every step.
What changed now:
That’s the part JB Hi-Fi set out to transform, taking the entire installation journey self-service.
Together with ProQuest, the team built a fully automated flow on the website that removes the need for any phone calls, live chat or extra steps. From product availability to technician scheduling, everything is handled through one seamless process. Of course, you can always talk to a helpful team member in store or over live chat, but for those who know what they want and want to buy fast or even in the middle of the night when our team are sound asleep, we’re here for that!
Customers can now book installation during checkout, choose a day that suits them and get real-time confirmation. It’s faster, more flexible and designed to scale as JB’s online demand continues to grow. The system books delivery and automatically schedules the installation job in real time. It looks simple on the surface, but there is magic going on behind the scenes to make it all happen. Once confirmed, customers receive SMS updates, and the job is ready to roll.
The new project went live just before Black Friday, which was great timing to help many customers purchase their new TVs and add installation to their purchase with one click.
Customers can now also reschedule their bookings themselves. Just a flexible experience that works on their terms.
From the first test order to the first real customer job, the launch has been a win for everyone. It’s smoother for customers, more efficient for teams, and a major step forward in how JB Hi-Fi delivers service at scale.
It is a win for customers, a win for JB and a win for us too. We get to keep doing what we love, which is helping iconic brands deliver great service without the friction.
And the best part? Customers are loving it. The new self-service setup has made it easier than ever to book an installation, and the feedback speaks for itself. Satisfaction ratings are consistently sitting above 4.9 out of 5. It’s a clear sign the experience is delivering exactly what customers want.
