Six key elements of great customer experience.

Customer experience is the new business imperative. Gartner predicts that by 2017, 50 per cent of product investment projects will be redirected to customer experience innovations, while in 2016, 89 per cent of marketing leaders expect to compete primarily on the basis of customer experience,  versus just 36 per cent four years ago.

We have listened to our customers and understand what they want. They expect us to be outstanding across six key areas to deliver a great customer experience, and strengthening those areas is a central focus of our Essentials 2020 strategy. As such we have made six commitments to our customers which we will back up with our actions and service levels.

1. Reliability

Network and systems reliability is central to delivering an outstanding customer experience.

“The ICRC’s digital transformation has and will continue to be fundamental because…even when the Internet goes down, we have to remain connected to exchange real-time information. In a war zone, communication is everything. Good communication helps save lives.”
Charlotte Lindsey-Curtet, Director, Communication and Information Management, International Committee of the Red Cross.

Our customers rely on us to support critical and non-critical business activities. This requires comprehensive business continuity management during unforeseen events and for end-to-end security to keep systems running, manage risk and mitigate threats. Customers expect to be able to focus on running their business and not worry about the reliability of technical solutions. We give them that peace of mind.

2. Availability

Our customers expect to contact us on their terms, using email, chat, voice calls, messaging or portals. They expect their enquiry to be answered in a timely manner and do not want to waste time waiting or repeating questions.

So we make relevant information available on portals for customers who want to serve themselves and offer multiple digital and personal ways to communicate with us. Our customizable My Service Space portal features a full range of solution management applications, support tools, billing services and more. And our customers are supported by global and local teams in 220 territories which deliver 24/7 monitoring and support.

“Our experiences with Orange Business have been very positive. We can now benefit from an enhanced end-user collaboration experience via IM, presence and web conferencing on a daily basis. Through this partnership, we expect to have better teamwork across borders, leading to more efficient, happy users and, last but not least, satisfied customers.”
Jurgen de Wolf, Group ICT Operations Manager, Ontex.

3. Simplicity

Our customers expect doing business with us to be easy every step of the way. From ordering to using our solutions, we listen to what customers say and help make their lives simple – so they can focus on running their business.

“Thanks to the Orange solution, from today we are able to further simplify communications between merchants and banks by offering payments via mobile POS terminals at the continental level. This reconfirms SIA’s role as a single partner in Europe, managing the last mile of payments, regardless of the type of connectivity employed or the country where the transaction is originated.”
Andrea Galeazzi, Network Services Division Director at SIA.

Because digital transformation can be a complex challenge for many organizations, we operate as a one-stop shop strategic partner with end-to-end capabilities for all telco, IT, system integration and business transformation needs. We also give customers day-to-day operational simplicity via digital tools such as centralized online access to invoices and online quotes.

4. Adaptation

Because each customer is unique, we provide adaptable, scalable solutions and services that are tailored to their specific needs. We always integrate solutions which we understand and that are field proven, to make them personalized yet industrialized.

“The support on our project for the development of an iPad application by the Orange Business team has been very efficient on a human and technical scale. We were able to understand all the skills and expertise that were applied to this project. This teamwork allowed us to achieve a successful application that is adapted to our needs.”
Jérôme Deschamps, IT Director at Groupe Union-Matériaux.

Customers benefit from account teams which understand their specific needs. This allows them to develop personalized integrated solutions and pay-as-you-go cost models to help customers adapt to anything. When a solution is up and running, we can provide dedicated support and performance reports which reflect business priorities.

5. Anticipation

We understand that the digital world is changing fast and we strongly believe our customers will be the new digital innovators in their fields. This is why we help our customers stay ahead of the competition. Anticipation is also a daily challenge: reacting fast is key to successful operations.

“In the previous 15 years that we collaborated with Orange, the team always introduced us to the latest technological solutions that were relevant for us. We trust Orange to deliver complete and flexible IT solutions for our offices, including our main distribution center in Tilburg, leading to significant cost reduction and business process improvements. Orange Business knows almost everyone within our company related to the services delivered, which makes it easy to turn to them whenever needed.”
John van Schaijk, Manager Competence Center Infrastructure at Fabory Group.

We develop the latest innovations in Orange Labs and work on joint innovation projects to help customers exploit business opportunities. On a more daily basis, customers can use our monitoring tools for pre-emptive threat identification. They also can take advantage of our reporting and advice to anticipate technical upgrades that keeps their infrastructure performing optimally. This way, they can act ahead of events.

6. Accountability

As a trusted partner to our customers, we offer the best certified know-how and have a proven track record of driving digital transformation.

“We have implemented a very complex global deployment with no disruption to end users. We implemented plan changes at 140 sites in hundred countries in only six months.”
Jorg Leenards, CIO, Belgium Federal Public Service of Foreign Affairs.

Our customers count on us to deliver what we promise. We understand the need for customer projects to succeed; rolling out a new network or IT solution is about more than just connecting offices, it is about enabling people to do their jobs and improving their efficiency. All our teams are driven to improve our customers’ satisfaction, and we ensure the best working relationships with partners through the highest certification available with them. We are happy to invite customers to our service centers to see how committed we are to supporting them.

Analysts predict that by 2020, customer experience will overtake price and product as the key brand differentiator. Understanding customer expectations is just the beginning. Ours is a long-term program of continuous improvement in customer experience and our entire organization is committed to this.

Read more about our commitment to customer experience here.