Orange Business Services Success Snapshot
“The Orange OCE Program is at the heart of our customer approach throughout our clients’ lifecycle. It is a perfect and objective lens into our customers’ state of affairs and helps us to flag critical issues, to pinpoint improvement areas in our way of dealing with customers, and really foster customer loyalty.”
– Helmut Reisinger, Sr. Vice President, Europe
Differentiating the Brand and Improving Customer Experience
Orange Business Services is a leading provider of communications services in Europe.
Challenges
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Differentiation: After the merger that created the company, Orange wanted to differentiate from competitors and increase its competitive advantage by delivering high quality customer service and support.
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Deliver on the Brand Promise: Focus on being genuinely and demonstratively customer-centric, by improving business processes, identifying areas for improvement, and executing on the vision for the company.
Results
Satmetrix is the foundation for the company’s Outstanding Customer Experience (OCE) program to automate the capture, collection, and analysis of customer feedback. Customer loyalty has increased through tangible metrics such as a reduced number of dissatisfied customers, increased share of wallet, accelerated revenue growth, and improved service quality.
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Customer Satisfaction: 40% reduction in customers dissatisfied with service management
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Service Satisfaction: 10% reduction in the number of customers dissatisfied for two consecutive quarters
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Billing Satisfaction: 28% reduction in “dissatisfied customers” related to billing improvements
Technology
Expertise
Results