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How We Have Provided Orange with the CRM Solution for B2B Customers Management, Increased Business Productivity and Streamlined Sales Activities

Orange Slovensko, a. s.

How We Have Provided Orange with the CRM Solution for B2B Customers Management, Increased Business Productivity and Streamlined Sales Activities

Applied solutions
CRM Solutions
Portal Solutions
Application Development

Introduction of the Customer

Orange is a telecom market leader with more than 2,7 million active customers and approx. 208,000 customers using fixed Internet and digital television. The sole shareholder is the France Telecom group via Atlas Services Belgium. Orange has been our valued customer since 2001.

How We Helped the Customer?

The Retention application has introduced the following benefits:

For Orange, effective management of sales network is a fundamental task. Implementation of the retention application as a part of a comprehensive solution for relationship management (CRM) based on the Microsoft Dynamics CRM platform using its service module has brought a possibility to improve already excellent business outcomes.

The Retention Application has introduced the following benefits:

  • Records on all retention and prevention events and automatic case assignment among the retention and prevention department employees according to set key have disburdened team leaders, reduced administrative complexity and increased speed of the assignment.
  • User navigation during the entire process of solving an individual case with records on the offer at the customer level.
  • The major advantage for the team leaders is represented by tools for tracking and evaluation of success related to retention activities of individual teams which offer an overview of their activities and, at the same time, are a key to higher productivity.

Important Facts

Automatic recording of retention events
Control and evaluation of retention activities´ success
Distribution of events among the employees based on the set key

Till the end of 2014, Orange used the original CRM system to perform its business activities. However, the system was not able to meet all required criteria of the company anymore and became obsolete. Orange decided to solve this situation and replace the inefficient system with a modern platform for B2B customer management.

  • All the applications used by the company were not mutually connected. We upgraded and integrated them within the Microsoft Dynamics CRM 2013 platform.
  • Hence, Orange has gained a possibility to add new applications in the future which will be mutually connected as prevention of ineffective work with information.
  • Thanks to the new CRM system, employees have gained not only comprehensive 360-degree view on B2B customers, but also a possibility to track and identify business opportunities and monitor the whole customer service process.
  • Sales department managers have an overview of activities and fulfilling the goals via transparent reporting.
  • Functionalities of the CRM system has led to more effective and higher quality service for corporate customers, streamlined work with information and, last but not least, increased turnover of the whole company.

Important Facts

The solution built on the Microsoft technology
The CRM solution has gathered all relevant information
A comprehensive view on a B2B customer

Technology changes quickly, not excluding the CRM applications we have delivered – CLM (Contact and Lead Management) and the retention application which after the years of operation needed to be upgraded.

  • The upgrades have brought lots of new functionalities and advantages. Besides, thanks to the built-in functions and features of the newer version, which don´t have to be individually customized and developed, Orange saves time and expenses.
  • The wider range of options and functions of the interface helps the users to work faster, simpler and more effectively. The ability to customize the user interface has been improved as well. Now, the interface can be diversified by colour what ensures higher transparency of data and the content can be modified according to the client´s needs.
  • The original version was based on the Microsoft Dynamics 2013, the new version on the Microsoft Dynamics 2016 platform.

Dôležité fakty

The upgrade to a new version of Microsoft Dynamics
The solution saves time and finances
Integration with other systems

Orange built an extensive sales network consisting of about 3,600 dealers and members of support services. The company has achieved excellent business results thanks to sound business network management.

  • An internal analysis identified further opportunities how to optimize access to relevant sales information. The existing Knowledge Base system built on PHP and MySQL technologies ceased to meet increasing demands on quality, availability and speed when locating information.
  • These findings motivated Orange to bring new quality to the sales network, leading to higher effectivity of the employees. The company decided to implement new robust solutions built on the latest Microsoft technology portal.
  • In order to increase productivity of its sales network, Orange opted for the extensive Knowledge Base built on Microsoft SharePoint 2010 as a supporting tool.
  • The Knowledge Base allows exchanging information within the company necessary to sell products effectively and provide excellent customer service.
  • The members of the sales network team have immediate access to the information necessary for fast customer service.
  • The information management in the Knowledge Base has gained a new quality and it is carried out in a controlled and auditable manner.

Dôležité fakty

Immediate access to information
Integration with external systems
Effective product sales

The Case Study Available to Download

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