Customer Experience

Содержание

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Agenda

Introduction – Our vision Alexandre Gouvêa
What will change for our customers ? Olivier

Agenda Introduction – Our vision Alexandre Gouvêa What will change for our
Mourrieras
What does it all mean to us ? Alexandre Gouvêa
O Day Events Olivier Mourrieras
Q&A All

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Introduction

Introduction

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purpose of the call

more and more general information, let’s focus on Customer

purpose of the call more and more general information, let’s focus on
experience
update you on progress made to be ready for the O Day
your role in this evolution is key
as for any employee it is a positive move towards the future
as a manager in CS&O you must support our people
June 1st is just a start …

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several interfaces
several portfolios
several customer services

unified and interconnected interface
global integrated portfolio
unified customer service

several interfaces several portfolios several customer services unified and interconnected interface global
one banner:

in 220 countries & territories

on June 1st, 2006 Orange Business Services becomes the single banner for all communication services from France Telecom

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Our vision

removing barriers to business success
removing complexity and making technology work

Our vision removing barriers to business success removing complexity and making technology
for more businesses
enabling every individual to contribute to our success
enhancing business contribution by opening up opportunities

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what will change for our customers ?

what will change for our customers ?

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networks: leveraging the best-of-breed fixed, data and mobile networks to link you

networks: leveraging the best-of-breed fixed, data and mobile networks to link you
wherever your business takes you
mobility: helping you exploit the full potential of mobile working
telephony: bringing simplicity, economy and control to corporate telephony
security: ensuring your company information remains safe

Messages to customers on our portfolio

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collaboration: improving the way your people interact
applications: enhancing your internal processes to

collaboration: improving the way your people interact applications: enhancing your internal processes
help you do what you do best – your business
professional services: evaluating your current business needs and future business goals
outsourcing: getting the best from your communications assets while helping you focus on your business

Messages to customers on our portfolio

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on the Customer Experience side What customers* will see on O-Day

Project management

on the Customer Experience side What customers* will see on O-Day Project
across the whole portfolio
capability to provide a single Project Management governance for all solution delivery activities.
some implementation synergies in case of overlaps
Unified Service Management
a synchronized team of Service Managers across Orange Business Services entities
a team of Service Managers with an overall knowledge of the customer’s business, infrastructure, processes and performance targets
each Service Manager will assist with a customer inquiry by managing the query or providing customers with appropriate contact
Interconnected Front Lines
ability to help the Customer being in contact with the right entity by getting back with the right number or contact everytime
a consistent Customer Experience wherever the call is received or made

*Customers benefiting from Orange Business Services’ project and service manager service

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Special thanks to the teams who have ensured we are ready on

Special thanks to the teams who have ensured we are ready on customer services side !
customer services side !

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what does it all mean to us?

what does it all mean to us?

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output: what we want customers to experience
input: the values and behaviours that

output: what we want customers to experience input: the values and behaviours
we demonstrate

Orange Business Services Brand Values

friendly

honest

straightforward

dynamic

refreshing

trust

innovation

responsibility

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our DOs

individual behaviors are keys to success
base discussions on diagnosis of our

our DOs individual behaviors are keys to success base discussions on diagnosis
functioning
analyzing our difficulties, we have identified 5 “DOs”
we are dealing with the basics.
“DOs” are pragmatic things we can do to demonstrate our new values
I ask you to be actively involved in the process of bringing these “DOs” to life.

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DOs

one thanks a day
the customer is always in the room
just do it,

DOs one thanks a day the customer is always in the room
don’t blame others
no broken promises
always act as the owner of Orange Business Services

RELATIONSHIPS
Friendly
Straightforward
Trust

MOMENTUM
Refreshing
Dynamic
Innovation

ETHICS
Honest
Responsibility

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act as a unique and global Orange Business Services team
create a positive

act as a unique and global Orange Business Services team create a
and confident approach
ensure that a customer focused approach is adopted & understood at all times
integrate new verbal and listening skills
ensure that all calls/queries are controlled & directed at all times

Objectives

Our Attitude Towards our Customers

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O Day Events

O Day Events

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B2B External events

Core message
three companies, one vision
Turning ideas into business opportunities
Technology

B2B External events Core message three companies, one vision Turning ideas into
that works for you
Making your business simple
Moving your business forward
Postcards / emails / brochure / new website
June 1st - PR events local / central
TV advertisement as of June 6th

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Internal events

animations in 60 sites with more than 50 employees or 5

Internal events animations in 60 sites with more than 50 employees or
account managers
welcome pack : gift, 3 postcards, leaflet
breakfast event
Do you speak Orange ? Video on site
story board of what takes place all around the world: pictures
Orange look & feel in all our offices
«  Kakemonos » displaying the core values
posters
new Intranet
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