{"id":1766,"date":"2022-01-10T20:49:00","date_gmt":"2023-09-04T20:49:12","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=1766"},"modified":"2023-10-31T16:54:07","modified_gmt":"2023-10-31T16:54:07","slug":"orange-belgium-boost-efficiency-cx","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/orange-belgium-boost-efficiency-cx\/","title":{"rendered":"Orange Belgium\u2019s Secret to Success"},"content":{"rendered":"\n

By transforming with Salesforce, Orange Belgium increased efficiency and enhanced the customer experience<\/a>. What\u2019s more, it successfully launched its new platform during the pandemic. <\/p>\n\n\n\n

During the Salesforce Industries Summit<\/a>, we heard from more than 65 industry leaders and product experts about how they\u2019re driving success in the digital era. In this blog, we share Orange Belgium\u2019s success story. <\/p>\n\n\n\n

How Orange Belgium built a new journey for its customers<\/b><\/h2>\n\n\n\n

Orange Belgium<\/a> is part of Orange Group – the eighth largest telecoms company in the world. Its Belgian operation has 1,400 employees, 1.6 million active SIM cards, and revenues of \u20ac1.3 billion. The company offers mobile, TV, and internet services to consumers. It also serves businesses and is a wholesale operator, providing numerous partners with access to its infrastructure.<\/p>\n\n\n\n

For companies like Orange Belgium, agility is vital. In the telecoms market, the innovation cycle is fast and competitive advantage depends upon being first to market. So, when the telecoms company launched a new simplified portfolio of B2C products (covering Postpaid Mobile, TV, and Internet), it was keen to enhance the customer journey with easier processes. <\/p>\n\n\n\n

\u201cLegacy processes were billing-driven and based on a homegrown order management system with limited capabilities,\u201d reveals Ajinkya Shah, Senior Solution Architect at Orange Belgium. \u201cWe wanted to build new customer journeys that were more customer-oriented and efficient.\u201d<\/p>\n\n\n\n

To achieve these goals, Orange Belgium embarked on an ambitious digital transformation<\/a> project. This helped it increase agility, become more customer- and value-driven, and reduce time to market.<\/p>\n\n\n

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Our aim was to create a more streamlined omnichannel experience that would boost cross-sell and upsell opportunities and minimise customer churn.<\/p>\nGeert Willems<\/cite><\/blockquote>\nProduct Delivery Director at Orange Belgium<\/span>\n