Customer case

Transformation of online stores for Orange France


Orange wanted to give new impetus to customer relationship digitization. The idea was to simplify the customer experience, accompany the customer better, provide multi-channel, multi-device paths, and simplify processes. The Newshop project was started to transform the online stores. 


Twelve digital experts from Sofrecom were involved in the three main aspects: Newshop project management office, supervision of important tasks (resources selection/ follow-up, budget, planning), and writing of technical and functional specifications for customer journeys (identification of business needs, technical & functional specifications, supervision of deployment and service launch). 


Laurence Thouveny, Consumer Relations Director in Orange France said: “Sofrecom understood our needs perfectly. They quickly assembled a group of consultants who integrated the new journeys in the online store along with the new sections and offers, without any interruption during our intense commercial period”.