At Orange Wholesale International, we listen and take action. Thus, our game-changing digital transformation program is the result of your feedback telling us that we needed to improve customer journey.
We started with a bold move, displaying trust in our customers and in our ability to satisfy them in a pandemic-shaken market: Service Order Form-free trials ordered by e-mail! Then our digitalization program took over to make products available in a more user-friendly way. Our wholesale telecom customers can now enjoy self-service procurement with our EVPL, IP Transit and Call Collect Numbers (Cloud numbers) products currently available through our online eCare portal. Additional products will gradually complement this one-stop-shop.
To enrich customer experience of Telecom operators, pure wholesales, MNOs, MVNOs and ISPs, we developed a set of innovative tools. Voice routing optimization through automation with our new WinAS platform advises the best route available based on cost and quality requirements to our voice customers, on a real-time basis. Besides, cost savings through virtualization are already a reality thanks to our new Generation International Network (eNGINe) and virtualization has made Session Border Controller externalization a reality. As for our billing and ticketing interface, it is now fully automated, optimizing your customer journeys through in-depth review and removing pain points, offering you a seamless journey with digitalization.
To enrich customer experience of Telecom operators, pure wholesalers, MNOs, MVNOs and ISPs, we developed a set of innovative tools. Voice routing optimization through automation with our new WinAS platform advises the best route available based on cost and quality requirements, on a real-time basis. Besides, cost savings through virtualization are already achieved thanks to our new Generation International Network (eNGINe) and virtualization has made Session Border Controller externalization a reality. As for our billing and ticketing interface, it is now fully automated, optimizing your customer journeys through in-depth review and removing pain points, offering you a seamless path with digitalization.
As Jean-Marc Barraqué, Director of the Connectivity Program at Orange Wholesale International rightly points out, "results of our digital transformation keep beating our expectations". Our comprehensive digitalization program succeeded in increasing speed to market dramatically, with 50% of our applications embracing cloudification, 33% now reachable via APIzation and bus and 64 use cases having been successfully automated. Customers' feedback strongly support these innovations, with an adoption rate of our new digital tools reaching 100%, and Net Promoter Score (NPS) climbing 20 points when using our digital tools. An even more telling result is that during the timeframe when all customer accounts that were transferred to the new digital interface, not a single customer service ticket procedure was initiated. Such an overwhelming adoption of change within the organization gives us confidence for the future. Wholesale as a Service is within reach.
