In 2016, Orange accelerated a huge Online Program aimed at digital transformation covering new operation model focused on new service tool at customer and agent disposal.
-------------------------
Entry submitted by: Remigiusz Franek, Piotr Malżycki (Community Managers)
Community: Orange Poland
Lithy category: Social Support Champion
Orange Polska is Poland’s leading telecommunication provider, operating in all segments of the Polish telecom market. Orange Polska had over 23 million customers of different services (mobile, fixed voice, broadband, TV) at the end of 2015). We achieved revenue of 11.8 billion PLN, EBITDA margin at 29.7% and organic cash flows of 952 million PLN at the end of 2015. We own the largest technical infrastructure in Poland supporting our key operations.
Our 2016-2017 social customer service initiatives
Orange Poland is a leader of Social Bakers ranking for a few years.
We have a strong social media presence in Poland. At the time of signing the contract with Lithium, there was old-fashioned official forum and alternative - user generated, unofficial forum, both with ~600k unique visitors per month.
It was not enough for us and for our customers.
In whole picture, Orange in 2016 accelerated a huge Online Program aimed at digital transformation covering new operation model focused on new service tool at customer and agent disposal. Moreover, we implemented proactive assistance in web and mobile app.
Service in digital channels is a priority and a main part of our strategy. We provide the best customer service 24/7 as very easy and fast way to find the best answer to your question. To make the most out of technological advances and take advantage of our wide knowledge - we decided to choose Lithium (Community and Lithium Social Media Management for Service).
This big step forward allowed us to launch the Lithium Social Media Management (SMM) for Service in May 2016 and the Community in August 2016.
The challenge we aimed to solve
Our customers today can choose many digital channels such as:
The mobile app, eCare, FAQ on website, chat or click to call, Facebook.
The challenge we had was filling the niche of a large number of very specific questionable disputes and focusing discussions on services and products and in one place.
We always try to put in the situation of the customer who is looking for an answer to his question. The speed, ease, availability, and relevance of information is what people are looking for to find the solution. Content generated at Nasz Orange is far more attractive for the Customer the one provided at old forum. It is more comfortable for the user to search demanded information.
Thanks to Nasz Orange, we are able to provide a fancy place to find answers to your questions. This is a great opportunity for geeks to share their passion and experience with people looking for support. For Orange as a company, Community is a perfect solution to “provide service without service “
Choosing one technology and the ability to use know-how gives us tremendous potential for growth and investment for the future.
Our results
Monthly social media around ~15k closed messages monthly
Lithium Social Media Management (SMM) for Service results :
Start -> May 2016 Facebook :
November 2016 result
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.