France Telecom-Orange Enhances Mobile Offerings with Interactive Customer Service
 
 

France Telecom-Orange Enhances Mobile Offerings with Interactive Customer Service

France Telecom-Orange is one of the world’s leading telecommunications operators. Operating in 33 countries, the group has more than 227 million customers, including 169 million mobile service subscribers and 15 million asymmetric digital-subscriber-line and fiber-broadband internet customers, worldwide. Orange is one of the largest European operators for mobile and broadband internet services.

In a bid to modernize its presence in the mobile market, France Telecom-Orange recently launched a 100%-digital offering that includes innovative customer service, targeted to the 18 to 35 age demographic.

 
 

 
 

Challenges

A word from France Telecom-Orange

  • “Oracle Live Help On Demand enables us to deliver an innovative and highly responsive customer experience around our 100%-digital service offering. We handle up to 40 000 chat sessions per month on the www.sosh.fr site, thereby minimizing the risk of internet users abandoning their shopping transactions when purchasing a package or mobile phone.”– Michaël Maillot, Head of Click-to-Call, Chat, and E-mail, France Telecom – Orange

  • Offer 100%-online customer support for current and prospective customers of the company’s 100%-digital, mobile phone service offering―to meet the needs of a demographic group that expects on-demand service
  • Ensure cost-effective support costs for the company’s new digital service offering
  • Position France Telecom-Orange as a forward-looking and innovative communications services provider by focusing on online customer relations, rather than face-to-face service in Orange stores
  • Roll out a solution that accelerates the time to market for a new offering

Solutions

Oracle Product and Services

  • Implemented Oracle Live Help On Demand solutions―including Oracle Live Help Chat On Demand, Oracle Live Help Email On Demand, and Oracle Live Help Interactions On Demand―to help position Orange as a new Web player in the mobile market
  • Gained ability to handle 40,000 chat sessions per month to assist prospective customers in choosing a mobile service package and to provide current subscribers with technical assistance
  • Reduced the number of internet users abandoning their shopping carts when purchasing a mobile phone or package by offering assistance with no risk of channel failure―thereby, saving a customer from having to visit an Orange store or call for assistance
  • Enhanced Web advisor productivity, thanks to Oracle Live Help On Demand’s answer bank, which is accessible via keyboard shortcuts
  • Reduced customer service costs around the company’s new digital offering by replacing face-to-face, in-store service with online chat interactions, which enable Web advisors to handle several customer interactions simultaneously
  • Increased customer feedback, using a questionnaire sent automatically at the end of each chat interaction, achieving a 20% response rate, compared to less than 5% achieved by a standard customer satisfaction measurement tool

Why Oracle

Before selecting Oracle Live Help On Demand solutions, France Telecom-Orange conducted a rigorous evaluation process. Oracle’s solutions demonstrated the high reliability and resilience that the enterprise carrier requires to deliver quality service to a large customer base.

“We chose Oracle Live Help On Demand for our new digital service offering because it is reliable and easy for our teams to learn and use. The cloud-based model also enabled us to roll out the solution in just six weeks, which helped accelerate the time to market for our new offering,” said Michael Maillot, head of click-to-call, chat, and mail, France-Telecom-Orange.