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”.