Orange Business Services underpins the customer experience with multisourcing service integration
As an infrastructure operator, supplier of value-added services, and technology integrator, Orange Business Services knows that data sits at the heart of digital transformation for businesses.
The global company is committed to delivering the very best customer experience and supporting businesses, local governments, and public sector organisations through every step of their digital transformation.
The IT team is at the center of these commitments, with a focus on bringing reliability, availability, simplicity, and customisation to every customer.
“Digital transformation has triggered changes in the way applications and data are managed and these developments demand the integration of multiple providers, integrators, and vendors,” says Marc Desmots, IT Architect, Orange Business Services. “The Now Platform® has been pivotal in empowering the team to work in partnership with every customer and manage their digital transformation journeys.”
Orange Business Services connects customers to technology with the Now Platform
Working with ServiceNow, Orange Business Services has brought together the expansive and varied services it offers to customers, which run from an initial synchronisation phase right through to delivering an end-to-end service for customers with complex infrastructures and multiple operators.
The move has created the perfect foundation for the company’s multisourcing service integration (MSI) approach, with a flexible, agile, and easy-to-use service platform that complements Orange Business Services’ carrier-grade systems.
Marc comments, “ServiceNow has removed the complexity of managing and supporting heterogenous infrastructures, powering a service integration and management model that allows us to create a unified, customer-facing organisation.”
The integration capabilities of ServiceNow have been critical in creating a step-change in the way services are managed and delivered. The Now Platform layers over an incredibly complex technology ecosystem within Orange Business Services, creating an interface for an effortless, consistent experience for the customer.
“ServiceNow has given us a platform that sits between our systems and our customers, providing the integration that is critical to join up a huge number of technologies and systems, while ensuring the customer experience is simple and seamless,” says Marc.
ServiceNow digital workflows power a single service portal for Orange Business Services customers
Digital workflows powered by the Now Platform work automatically behind a new customer service portal, with a standard interface that brings together all elements of the Orange Business Services offering in one place.
Customers can use the portal to follow the journey of any incidents from when they were raised right through to resolution, without having to contact Orange Business Services directly. The approach has almost eliminated the need for customers to make a direct call, resulting in a reduction of 3,000+ calls received every month.
“By using ServiceNow to provide a global service management portal, we have completely streamlined the entire service experience for our customers,” comments Marc.