In the face of increasingly complex technological environments and fiercely competitive markets, Orange is modifying its operating model and sharing its technical expertise in Africa. Sofrecom supports change management in its subsidiaries and helps develop their leadership in terms of customer experience in their local markets.
“Our African subsidiaries striving to deliver an enchanting customer experience face several big challenges. First, we must upgrade our networks to enable them to carry innovative, bandwidth-hungry services. This requires new technical skills. We must also rethink our organization originally designed to focus on network quality of service and rationalized investment. The objective today is to optimize operational performance, but with constant attention to excellence in the customer relationship.
We have decided to change our operating model as part of our ANO (AMEA Network Optimization) project. Our new global approach will make us more agile and operationally efficient while allowing us to adapt to the specificities of each subsidiary.
We chose Sofrecom for its pragmatism and in-depth knowledge of the countries where we operate. Its expertise in ITN and change management is particularly appreciated in view of our project's multi-market aspect. We are aiming for more than just sharing of network infrastructures and customer services: this is a structuring evolution of the way we operate.
The Sofrecom consultants working with us are multidisciplinary and have shown their ability to accurately analyze our local contexts and the maturity of each subsidiary, allowing us to adapt the project to each of them and capitalize on our assets.
Sofrecom is also helping us to strengthen the business skills of personnel in activities closely related to customers. We need to deploy and successfully exploit the latest technologies (3G and 4G mobile, core networks and all-IP collection networks) and high value-added services (roaming, etc.).
Supported by Sofrecom, we are now starting the implementation with a specific calendar for each subsidiary.”
Vice President Network Operations