Customer Experience

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

Introduction

purpose of the call
more and more general information, let’s focus on Customer 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 …

several interfaces
several portfolios
several customer services
unified and interconnected interface
global integrated portfolio
unified customer service one banner:
in 220 countries & territories
on June 1st, 2006 Orange Business Services becomes the single banner for all communication services from France Telecom

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

what will change for our customers ?

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

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

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

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

what does it all mean to us?

output: what we want customers to experience
input: the values and behaviours that we demonstrate
Orange Business Services
Brand Values
friendly
honest
straightforward
dynamic
refreshing
trust
innovation
responsibility

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

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

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

O Day Events

B2B External events
Core message
three companies, one vision
Turning ideas into business opportunities
Technology 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

Internal events
animations in 60 sites with more than 50 employees or 5 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