The Challenge

A world-leading telecommunications operator with over 282 millions customers was looking for a partner to help reinvent the overall customer experience in its stores in Africa and Middle East.

The organization had a strategic plan with clear ambitions

• Becoming number 1 in NPS (Net Promoter Score) for three out of four customers and
• Digitizing 50% of interactions with its customers.

Orange needed a partner with proven track record and industry best practices in customer experience management to improve queue management, feedback management and customer engagement in the stores.

The Solution

In 2015, we started the roll-out of RightQ,  RightPlayer and RightSurvey concurrently in 10 of the company’ subsidiaries.

Prior the deployment, our research indicated that not all stores needed a floor-standing kiosk. For those stores, we equipped the frontline staff with a mobile device to welcome the walk-in customers. We call them the Welcome Managers. As the frontline staff was getting used to the new tools, we gradually added:

• RightTime for customers planning to visit the store. The software was integrated with the company mobile app and website for a seamless experience.
• RightDesk to act fast and close the loop every time the system detects an unhappy customer. The contact center team was trained to call unhappy customers reducing the risk of churn.
• RightData to enable real-time and in-depth analysis of the foot traffic across the entire network of stores.

Customers receive real-time notifications on the waiting time, and the number of people ahead of them.

Store managers and directors have daily reports in their inbox on store activity. These reports became instrumental for business planning.

The Benefits

RightCom’s technology, expertise and thorough knowledge of the CX market generated signifcant increase of staff engagement which in turn drove customer satisfaction score and offered new upselling and cross-selling opportunities.

The company surpassed its goals, becoming number 1 in NPS for more than three out of four customers and more than 50% of customer interactions are done  via a digital channel.

The in-store experience we created was so successful that it was implemented in two of the company’ subsidiaries in Europe.