Follow the customer through each stage of their contact with the operator.

The customer experience has become key to winning the sales war. A good client relationship, from the initial sale to the termination of the contract, is a real competitive advantage in the telecom sector. How is this realised? Not just by creating tools such as internet sites and mobile applications, but by making changes in agreements with service resellers and the operation of brick-and-mortar stores.

Refine your customer behaviour analysis through optimised management

In order to stand out from the competition and retain their subscribers, telecommunications operators are now required to know and measure the customer experience, i.e. how subscribers experience the network and their various interactions with the operator (via the contact centre, chat, email, website, social networks, etc.).

Rolling out bandwidth as close as possible to users

The digital boom, connected objects and mobility require greater bandwidth. In addition, this bandwidth must be rolled out as close as possible to the many players involved – town halls, hospitals and schools – and involves the roll-out of fibre and materials in numerous data centres.

Securing customer loyalty through optimal subscriber management

In the IT and the telecom sectors the time is right for centralised catalogue management for products and offers. Should a centralised product catalogue be introduced into the commercial information architecture? And if so, with which goal?

Supporting market development by addressing all challenges

Telecoms operators are currently faced with a changing market: 4G offers, increasing data volume, new players on the market (new operators, such as Free en France and MVNOs, Google, Facebook and Apple abroad), and with changes in user behaviour (multi-channels, immediacy, etc.).

Since an excellent client relationship is a central pillar of its “2020 Essentials” plan, Orange launched a major transformation programme for its client IS solutions. This involved implementing a CRM solution within its AMEA (Asia, Middle East, Africa) subsidiaries to improve the customer journey and experience.