In April 2006, Our CEO Barbara Dalibard launched the Outstanding Customer Experience (OCE) Program, focused on giving our customers a unique experience at every interaction with Orange Business Services. This program is at the heart of our strattegy and our new brand promise.

 

Objectives:

The OCE program is centered on our customer in both approach and management. Its objectives are two-fold: firstly to fix any areas in need of improvement (directly identified from customer feedback) and secondly to enhance our strengths and our competitive edge.

 

Measurement:
Our customer satisfaction and loyalty levels are measured through independent surveys on a regular basis. This helps ensure that the work undertaken for OCE is aligned with our customers’ expectations and perceptions,

 

18 improvement projects:
Within the OCE program 18 key projects have been identified as requiring particular attention. Customers are involved in each of these to ensure that an appropriate, client-focused response is put in place.

 

Targets:
In its first year, the program aims to reduce overall customer dissatisfaction levels considerably.

In parallel, the focus is to increase our customers' overall perception of Orange Business Services and specifically to target the areas where our customers differentiate us from our competitors. To track this we have set parameters to measure our customers’ perceptions of us.

 

 

OCE Billing international:

Deployment of the billing service centre to allow our customer to get for immediate response to queries

 

In order to effectively address common customer issues that affect multiple customers around the globe, we applied the key principles of empowerment – Customer Service Managers (CSMs) ownership and management support. The combination of management addressing common customer issues and CSMs addressing customer specific issues proved to be key to increasing customer satisfaction.

 

The Pricing Portal is a new tool for the pricing of our key services In September, the Pricing Portal took a further evolutionary step by implementing substantially improved IP VPN pricing with a clearer and faster pricing process. To further improve our speed of client response, managers are also now able to approve a quotation online.

 

Thanks to the Client Web Service, our customers are able to keep track of their service incidents on-line instead of needing to contact our teams, who, in turn, can now dedicate their efforts getting the service back up and running again.

 

In Telemark’s latest independent survey, Orange Business Services achieved the highest loyalty score and the most “Best in Class” awards. These Telemark benchmarks enable us to assess how our clients see us and adjust the actions being carried out in line with our Outstanding Customer Experience program in order to offer them just that: an outstanding experience.