As a global electronic communications operator offering mobile, fixed line, TV, internet, and cloud computing services, Bouygues Telecom has 11.3 million mobile and 1.9 million fixed-line, broadband customers in France. The company launched a 100% online and commitment-free range of mobile plans in 2011, called B&YOU. More than 1.6 million customers have already signed-up for the low-cost service, where subscription, self-care, and cancellation services are carried out exclusively online via the B&YOU website.
Following testing by B&YOU e-advisors, Bouygues Telecom adopted Oracle Click-to-Call Cloud Service Implementation, after chosing it over a competitor’s solution due to Oracle’s more attractive price and user-friendliness.
“Our B&YOU operations team is required to propose innovative customer relationship solutions to our marketing department and ensure that these solutions operate properly. We quickly realized the benefits we could draw from offering click-to-call services to customers who were cancelling their subscriptions. The Oracle solution was also easy to roll out, which further supported our decision,” said Emmanuel Flouard, B&YOU client relationship manager, Bouygues Telecom.
“Oracle Click-to-Call Cloud Service Implementation is easy to roll out and we were operational on the system in less than six weeks with remote assistance by Oracle Consulting. Our specifications, written jointly by the operations and marketing teams, enabled customers to only view the click-to-call button, depending on their reasons for cancellation, if an e-advisor was available,” Flouard said.