Business Challenges

As a leading global telecom operator, Orange Group has established itself as a major player in mobile, landline, internet, and Internet Protocol television (IPTV) services under its primary brand since 2006. As a global telecom leader, Orange Group has grown its operations to include mobile, landline, internet, IPTV, content sales, e-commerce, M2M solutions, and home automation, generating over €43 billion in revenue in 2023.
Operating in competitive markets like Jordan, Senegal, and Mali, Orange Group faced significant challenges in managing its customer relationships:



  • Fragmented CRM Systems: Disconnected systems across regions resulted in inefficiencies, inconsistent workflows, and a lack of unified customer management.

  • Limited Integration: Manual processes across systems led to operational bottlenecks, delayed service delivery, and limited cross-functional collaboration.

  • Insufficient Scalability: Legacy systems were unable to support Orange Group’s expanding customer base and evolving market demands, limiting the Group’s ability to scale efficiently.

  • Data Visibility Issues: Limited access to real-time customer insights hindered decision-making, personalization of services, and proactive engagement strategies.



Recognizing the need for a comprehensive, integrated CRM solution, Orange Group embarked on a transformation journey to standardize and enhance its customer relationship processes.


Orange Group selected Intrasoft Middle East as its trusted partner for CRM implementation due to several key factors:


  • Deep Domain Expertise: Proven experience in delivering successful telecom CRM implementations.

  • Tailored Solutions: Customized modules and interfaces to address Orange Group’s unique operational needs.

  • Agile Methodology: A phased approach ensured seamless integration and minimal service disruptions.

  • Result-Oriented Focus: Commitment to delivering measurable improvements in operational efficiency and customer satisfaction.

Results

01

Enhanced Efficiency

Automation and streamlined workflows significantly reduced operational delays, improving service delivery timelines.

02

Improved Decision-Making

Real-time data insights enabled personalized customer experiences and more proactive service strategies.

03

Operational Scalability

The scalable CRM solution supported Orange Group’s market expansion and growing customer base across regions.

04

Increased Customer Satisfaction

Faster response times and improved service quality enhanced customer trust and loyalty, driving long-term retention.



  • Unified CRM Operations: Standardized processes across regions enhanced operational consistency and efficiency.

  • Improved Service Delivery: Automation reduced manual tasks, improving response times and customer satisfaction.

  • Data-Driven Insights: Real-time analytics empowered Orange Group to make strategic decisions and deliver personalized services.