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Success story - A Mainstay Case Study
Orange Business Services
Industry:
Telecommunication
Challenge:
Orange Business Services’ corporate mission is to be the premier provider of voice and data services, helping its
customers stay in touch with people and information in ways that are simple, flexible and cost-effective. Towards this
ambitious goal, Orange Business Services has developed a leading 360 degree customer feedback capability.
Solution:
In 2006, Barbara Dalibard, CEO of Orange Business Services, launched the Outstanding Customer Experience (OCE) Program,
representing her vision for how to achieve this goal. The core program purpose was to ensure that Orange Business Services
delivers on its brand promise by being genuinely and demonstratively customer-centric. The program has two major objectives:
- Provide company-wide visibility and integrated focus to areas that require improvement within Orange Business
Services
- Further enhance Orange Business Services' strengths and widen the company's differentiation from its competitors
Results:
OCE is an integral part of Orange Business Services' sales and services leadership and account management processes, providing
the means to attentively monitor the pulse of each account and leverage resulting insight to build stronger and more valuable
customer relationships.
- Our research found that the OCE program has increased customer loyalty through many tangible metrics such as a
reduced number of dissatisfied customers, increased share of wallet, accelerated revenue growth and improved
service quality:
- Customer Satisfaction - 10% reduction in the number of customers dissatisfied with the company for two
consecutive quarters
- Customer Billing Satisfaction - 28% reduction in 'dissatisfied' customers related to billing improvements
and a 25% improvement in "On Time First Billing" for EMEA
- Customer Service Satisfaction - 40% reduction in customers dissatisfied with service management for two
consecutive quarters.
Get the full story here (PDF: 749kb) »
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