Orange Business Services Case Study

Generator identifies how Orange Business Services can improve its eCRM

The Client: Orange (Business Services)

Orange Business Services unites the mobile strengths of Orange, the global business communications experience of Equant and the telecommunications capabilities of France Telecom. Orange services over 8 million business users and provide IT and data services to 3,700 multinational customers

The Brief:

Orange Business Services division were building an extranet so that business customers could easily manage their company mobile phones. The size of business accounts varies widely, anything from five mobile phones to over six thousand, and terms and usage can also be considerably different. Customer care is at the heart of the Orange brand, and understanding the requirements of the business clients was crucial in the development process.

The Solution:

Generator conducted research with typical large, medium and small business owners as well as with people actively involved in the day to day management of their company's mobile systems.

The common needs were discovered by using on-screen wireframes and then more finished mock-ups of the extranet. We 'walked through' typical day to day tasks, as well as undertaking discussion with the business owners using prototypes to elicit responses. All the on-screen activity, as well as video and audio of the sessions was recorded using Generator's proprietary software FIRSTsite .Detailed analysis was followed by extensive recommendations to the Orange developers covering the functional needs as well as the design of the extranet.

Measuring success:

Testing during the design and build phase allowed Orange to ensure that the end product met the needs of both customers and Orange staff from day one.

Hear from our client:

"They have done a great job, really professional and insightful. They exceeded our expectations by not only feeding back and getting to the bottom of customer comments but they have also provided recommendations against every suggested change which gives us a great starting point. FT Group were also impressed with the level of detail offered"

Jacqueline Starr, Product Development Manager, Web Products - Orange Business Services