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Part of the Orange group
CustomersTalking
For over 50 years, our Sofrecom subsidiary has been an irreplaceable pathfinder in Orange’s international development, particularly in Africa. Today, Sofrecom is at the heart of our Essentiels2020 Strategy, which is centered on the ambition to provide unrivaled customer experience.
This dedication to deliver the best experience possible is shared by the workers of Sofrecom. Commitment, expertise, excellence, value creation…this is what motivates them daily to work alongside you.
We are proud to contribute to your success, and I am happy to share with you this new edition of Customer Testimonies that bears witness to our customers’ confidence and satisfaction.
Stéphane Richard, Orange CEO
edito
Customers Talking
01
50 years serving innovation
In 2016, Sofrecom celebrated its 50th anniversary. Fifty years supporting innovation and the transformation of more than 200 clients in the telecommunications sector, notably operators, governments and regulators in a wide variety of environments.In this industry that has to cope with uninterrupted technical, technological, economic and societal evolutions, we owe our exceptional longevity to our customers.Once again last year, our customer satisfaction rating further improved (96% of you acknowledge the added value we deliver), reflecting the commitment and reactivity of our 1,400 consultants and experts.I wish to thank you all for this testimonial that affirms your confidence and loyalty, which are vital in the digital world we are building together.
Looking ahead, it is clear that everything that can be digitized will be. Within the next five years we are expecting more disruptive technologies and innovations than in over last five decades!
Digitization incontestably drives growth, innovation and progress, contributing to economic, social and cultural development in all countries. It obliges businesses and governments and society in general to transform, to rethink and rebuild new ways of working and cooperating and to adapt business models to tomorrow’s societal norms.Thanks to Orange Group’s unrivalled innovations and our broad experience acquired with customers, Sofrecom has become a vanguard in operator development and diversification and a benchmark partner for public players building e-government solutions.
Over and above our proven «telco» expertise, today we play a key role in inventing digital strategies. In particular, we take a radical approach to co-constructing new organizational models and developing human capital. Indeed, digital success also depends on «change management» and «capacity building» initiatives that enable organizations to conquer new territories and invent new, differentiating ways of enhancing the customer experience.
Your testimonials in this new edition of «Customer Testimonials» are gratifying for Sofrecom’s consultants and reinforce our enthusiasm and determination to support your activity. Your digital future is ours too!
Jacques Moulin, Sofrecom CEO
Customers Talking
02
Sofrecom, The Know-How Network
We have benefited from Sofrecom’s telecom expertise, both strategic and operational, as well as the best prac-tices of the Orange Group.
Silknet defines and deploys its transformation plan to develop customer satisfaction and loyalty
Since 2014, Silknet has partnered with Sofrecom to transform its network, IT and operations and achieve operational excellence.
Back in 2014, Silknet was already the leading fixed operator in Georgia with over 400 thousand household customers. We were the number one internet provider and were also renowned for our excellent IPTV service. We then wanted to meet the growing demand for very high broadband and achieve our ambition to remain the leading operator in Georgia, a very competitive, fast-evolving market. We requested Sofrecom to support the launch of our extended network and define key actions to reinforce our customers’ satisfaction and loyalty.
Over the years, Sofrecom has supported us in many ways. In 2014, we wanted to launch a fixed wireless broadband service in order to complement our DSL/FTTH coverage. We therefore requested that Sofrecom’s experts supervise the deployment of our 4G TD-LTE network. Their deep knowledge of telecom networks and strict methodology have been instrumental in ensuring that our network was deployed in line with our technical and timeline specifications.
Since 2015, another key project consisted in spinning off the passive network maintenance, provisioning and installation activities to a separate entity. We had realized that a dedicated company could further streamline the cost control and achieve
economies of scale through serving other customers in the telecoms and infrastructure sectors, improving our operational performance, reducing our opex & capex reduction and increasing our quality of service. Sofrecom’s consultants are in the process of assisting Silknet in the definition of the service catalogue as well as all the technical contractual specifications and SLAs that delimit and articulate our relationship with the new outsourcing provider.
More recently, Sofrecom has worked with us to define our new 5-year strategic and financial plan which identified key areas of improvement and related action plans. This initial work was then further detailed for IS through a definition of the strategy (information system and target organization) and related transformation roadmap.
Throughout all of our projects with Sofrecom, we have benefited from Sofrecom’s telecom expertise, both strategic and operational, as well as the best practices of the Orange Group. Sofrecom’s consultants have always made a point of transferring their know-how to our teams so we can smoothly take over the run of projects when their mission ends.
Our transformation is now well on track. We are determined to be a reference in Georgia for network quality, customer experience and operational excellence and count on Sofrecom’s continued support to keep improving our networks, IT, and operations.
Their deep knowledge of telecom networks and strict methodology have been instrumental in ensuring that our network was deployed in line with our technical and timeline specifications.
Georges Ramishvili, Chairman, Silknet
Customers Talking
03
Sofrecom, The Know-How Network
As part of its project to modernize and optimize its network, TelOne called on Sofrecom to challenge the technical and financial proposals of an equipment manufacturer.
TelOne future-proofs its network and optimizes costs
TelOne aims to become a “first-class operator” by using the latest technologies and launching modern services. To achieve this, in 2015 we selected an equipment vendor to modernize our network. We also wanted an independent proposal analysis to ensure that it would perfectly meet our needs and strategy both now and in the long-term, and that it would deliver the best value-for-money.
We decided to work with Sofrecom thanks to its solid experience of managing vendors, from the design stage to supervising deployment, especially in Africa.
Sofrecom experts started by analyzing TelOne’s business strategy and then defined a corresponding network strategy. Working closely with the equipment vendor and TelOne technical team Sofrecom managed to come up with an optimised proposal. This resulted in modifications and improvements to the technical requirements that were then agreed on by all parties. Using their network expertise, knowledge of market prices and Orange’s best practices, Sofrecom benchmarked and challenged the vendor’s proposed designs, quantities and prices. The experts ensured that the technical choices, operational model and maintenance contract would support TelOne’s ambitions. They also expected increased long-term capacity with the required quality of service.
Thanks to Sofrecom’s team, we saved 15% on the initial contract value, obtained a more robust and future-proof network and a sound contract, both financially and operationally. We will also make substantial OPEX savings thanks to a streamlined network design with fewer and right-sized elements and no hidden costs. This was a successful operation for us: TelOne is now able to launch new revenue-generating services such as FTTX or IPTV, and can be confident that the revamped network will be able to support these innovative services, absorb the increased traffic and deliver the quality of service required to satisfy our customers.
Thanks to Sofrecom’s team, we saved 15% on the initial contract value, obtained a more robust and future-proof network and a sound contract, both financially and operationally.
Chipo Mtasa, Managing Director, TelOne
Customers Talking
04
Sofrecom, The Know-How Network
Before making an actual purchase, 87% of Orange customers take a look at the website first. To make Orange sites even more appealing at reasonable cost, and with the goal of doubling the proportion of online sales within three years, Orange launched a plan to optimize its digital traffic acquisition in seven European countries and in Egypt. Sofrecom assisted Orange in this strategic project.
Orange optimizes its e-commerce traffic acquisition strategy in Europe and Egypt
In 2016, the global advertising budget in France for digital services exceeded even the spending on television! In the future, the visibility of all e-commerce players will rely on digital whose costs are increasing. In order to help eight Orange countries to attract more e-commerce customers, convince them to buy and then make them loyal, while optimizing traffic acquisition expenses, Sofrecom proposed an interesting methodology that combines an in-depth in-house survey with an external benchmark.
Over four months, three consultants collected a vast amount of data in the eight countries, using a very complete and structured questionnaire. In parallel, they analyzed the practices of big companies such as Verizon, Procter & Gamble and L’Oréal. Exploiting this rich raw material covering every aspect of digital acquisition (technical, business, skills, organization, etc.), they identified six important progress paths for Orange:
• Make the customer’s digital path simpler and more fluid by revamping service designs and search engine optimization.
• Acquire tools for tracking, measuring and evaluating digital traffic on our websites to transform more visitors into buyers and to rationalize costs.
• Provide much more staff training on digital traffic optimization.
• Create a governance system that provides a transversal vision and global consistency.
• Collect customer data and exploit them to optimize the customer path continuously.
• Capitalize on Orange’s reputation and presence in many countries to build traffic acquisition partnerships with handset suppliers and with Google and Facebook.
Sofrecom’s work provided us with a very detailed view of our practices and the shortcomings we need to correct. We appreciated their specialist expertise on this complex subject, their very pragmatic field approach, and their precise, factual and professional assessments. Sofrecom found and won the confidence of the right people, collected relevant information and then made some very operational recommendations. These were much appreciated by the Sales Managers and CEOs of the affiliates concerned, who are always keen to get concrete replies and ideas they can implement rapidly. The next steps will be the co-construction of an action plan in each Orange country and a groupwide plan covering transversal challenges such as partnerships and skills development.
A highly specialized yet operational approach.
France Heringer-Jallot, Senior VP Quality, Customer Experience and Sales, Orange/CXMB
Customers Talking
05
Sofrecom, The Know-How Network
Pakistan Telecommunication Company Limited (PTCL) has partnered with Sofrecom to Audit its Network and shape its Network Transformation Program to achieve the highest levels of customer satisfaction.
PTCL accelerates the improvement of the quality of its network for a better customer experience
Pakistan Telecommunication Company Limited, in order to serve its customers with even greater efficiency, partnered with Sofrecom, a world leading specialist in telecommunications consultancy and engineering. The partnership entailed an audit of PTCL’s network with the goal of re-shaping its network transformation program towards achieving the highest levels of customer satisfaction. As the leading ICT player in the country, QoS (Quality of Service) and customer experience is a vital consideration. Indeed, with the launch of innovative products and services (like Netflix); our portfolio has become increasingly attractive in line with our customers’ new and existing requirements. This collaboration with Sofrecom, has been an important progression in our drive to achieve the highest levels of customer experience management in the industry while benefiting from Sofrecom’s rich expertise in executing successful network audit projects.
The collaboration with Sofrecom entailed the following activities:
• Data collection and findings.• Developing recommendations
for network and processes improvements.
For the recent project, right from initiation, it was obvious that the time slot provided for the project was very challenging. Sofrecom experts
succeeded in delivering strong and detailed recommendations to PTCL as per the initially agreed schedule. These recommendations helped PTCL to accelerate the improvement of its network QoS so that it could serve its customers more efficiently. The scope of the collaboration between PTCL and Sofrecom covered PTCL and PTML (Ufone) transmission and IP Networks, fixed broadband access network and associated information systems. During the project, Sofrecom consultants and PTCL Group team members worked closely in an efficient manner to successfully deliver the requirements. Since their last engagement with Sofrecom in 2013, PTCL puts great trust in the methodology used by them.
Sofrecom’s expertise, has been an important progression in our drive to achieve the highest levels of customer experience management.
Saad Muzaffar Waraich, CTIO, PTCL
Customers Talking
06
Sofrecom, The Know-How Network
webe rests on Sofrecom to build its digital strategy.
webe bets on digital to launch differentiating LTE services services
As TM Group’s new Digital Mobility Services Provider and Centre of Excellence in mobility, webe aims at going beyond basic telecommunications. We put our customer experience at the forefront, and therefore have made conscious decisions to have our entire end-to-end customer experience delivered digitally online, from subscribing through our online store anytime, anywhere, to getting help from our customer service via live chat 24 hours daily. Our end goal – to make things as easy as possible for customers, and achieve the desired digital experience and lifestyle that our customers have been asking for.
At the time we entered the competitive mobile market space, webe was focused on launching our LTE mobile services that are not only attractive but also secured, for both our existing and new customers. Due to the constantly changing nature of the telecommunications industry however, we soon realized that harnessing both existing and new strengths is even more important, to ensure that webe remains as a top-of-mind brand.
Armed with innovation and digitization as key drivers, and with community at the heart of what we do as a business, webe differentiated itself from other telcos. To this end, supervised optimizing and transformation of our network was therefore crucial for webe to facilitate enhanced connectivity and promote a digital lifestyle to the nation. It was only natural therefore that partnering with Sofrecom, a world leading specialist in telecommunications consultancy and engineering, helped
us strengthen our digital network capabilities in preparation for the big launch.
Sofrecom’s consultants engaged with us, reviewed our IT platforms and web designs, our internal competencies as well as our project organization for the launch to identify areas of improvement. They also made recommendations to align our services with effective best practices in the market. Sofrecom’s focused approach and strong project management skills helped us strengthen our digital capabilities and helped realize our services by the targeted deadline, helping us create a bigger impact during the launch.
Concurrently, webe also gained much from the Orange Group’s expertise in launching a 100% online brand. Sofrecom further assisted us by providing technical and business expertise, ensured effective and consistent designs for webe’s e-shop and e-care, and coached and equipped the webe team with skills required to take over and run the service after the launch. Sofrecom’s assistance and support has been instrumental in helping us turn our digital vision into a reality. Sofrecom’s partnership was instrumental in our success and enabled us to deliver on our promises to our members, in line with TM Group’s aspiration towards making “Life and Business Made Easier for a Better Malaysia”.
The skills in digital marketing and IT security, Sofrecom’s targeted approach reinforced by strong project management skills, helped us to strengthen our own digital skills.
Kelvin Lee, Chief Sales Officer, webe
Customers Talking
07
Sofrecom, The Know-How Network
Improving customer experience in general and in mobile banking in particular is a key objective of Orange’s Essentiels2020 strategic plan. Sofrecom assists Orange by drawing on its broad expertise.
Orange CXMB building an unrivaled customer experience
Testimonials from CXMB executives Florence Macresy, Digital Customer Experience Manager, and Pierre Dormont, Sales and Distribution Manager.
Orange’s Customer Experience & Mobile Banking (CXMB) personnel have developed close ties with Sofrecom which has evolved from a simple service provider to a preferred partner. The missions confided to Sofrecom range from analysis of market trends to proposal of solutions and support during their implementation in Orange affiliates around the world.
Florence Macresy:I have employed Sofrecom in 6
missions each lasting 3 to 6 months. The most recent example was their drafting of an invaluable blueprint for “digital customer relationship essentials”.
Concerning this particular project:
Sofrecom’s task was to meet CXMB business managers and understand their vision of the principal factors that make for a successful digital customer relationship, and then to analyze this information against the backdrop of today’s main market trends. The deliverable was a set of 10 key recommendations for Orange subsidiaries and countries.A number of these recommendations spurred Orange to ask Sofrecom for more detailed recommendations as a means of assisting Orange’s foreign
affiliates to implement their local plan. Several experts investigated selected priority subjects in more depth, for example how to optimize digital traffic acquisition on Orange websites and applications, and businesses that should be developed for digitization.
Sofrecom consultants understand very well the local contexts in Orange countries and the trends and challenges in each region. Their broad experience gained serving operators worldwide, including many countries where Orange is not present, is invaluable for us and saves us a lot of time.
Moreover, I appreciate Sofrecom’s flexibility and reactivity; they can intervene rapidly at all stages of our projects. Their experience with other operators is often precious since it allows us benchmarking our own practices and operations.
Pierre Dormont, adds:
We have a win-win relation with Sofrecom.
I call on Sofrecom whenever we have an important issue affecting the countries where Orange operates. Their consultants are already familiar with many local ecosystems and their proven ability to adapt to new ones encourages me to give them special tasks.
Among their recent missions I can mention the consolidation of our subsidiaries’ strategic distribution plans, an audit of our remuneration schemes for people in contact with customers, a study of our franchising and exclusive partnership contracts, and recommendations for cost optimization of traffic capture systems on the Group’s websites. All this work was conducted very efficiently on a basis of mutual trust.
Reciprocally, Sofrecom sometimes asks Orange to share its expertise to be able to use it for the benefits of its operator clients. We usually accept and this enables us to develop new relations with telecoms players and, via Sofrecom, to export Orange’s know-how.
Customers Talking
08
Sofrecom, The Know-How Network
About Sofrecom
Sofrecom, an Orange subsidiary, has developed over 50 years unique know-how about operators’ businesses, making it a world leading specialist in telecommunications consultancy and engineering.
Its experience of mature and emerging markets, combined with its deep understanding of the structuring changes affecting the telecoms market, make it a valued partner for operators, governments and international investors. In recent years, 200 major players in over 100 countries have entrusted strategic and operational projects to Sofrecom.
In the ongoing digital revolution, Sofrecom assists its customers’ digital transformation, boosting their operational performance and service differentiation. It has developed highly innovative approaches to specific challenges such as customer experience management, B2B, smart services, security, m-banking, e-government and change management.
Sofrecom’s strength lies partly in its diversity, with 1400 consultants and experts of more than 30 nationalities working in 11 agencies around the world. In 2015, Sofrecom earned the AFNOR Diversity Label for its policy of proactively promoting professional diversity, equality and non-discrimination.
Sofrecom is above all a network of men and women, a powerful network of know-how and expertise that ties its personnel to customers, Orange experts and industrial and local partners.
Sofrecom’s Know-How Network is also the guarantee of effective transfer of know-how and skills for sustainable transformation based on internationally certified methodologies.
Sofrecom, The Know-How Network
50 years
1400 consultants
200 majorsplayers
digital transformation
know-how
internationally certified methodologies
Sofrecom HeadQuarters: 24, avenue du Petit Parc - 94 307 Vincennes CEDEX - France. www.sofrecom.comCommunication & CSR Direction: Claire Khoury, Clarisse Fort.Graphic Creation: Muriel Bertrand, www.mbdesign.frPhotographs : Adobe Stock-kantver
Sofrecom, S.A. Capital: 26 220 000 € - RCS Créteil 672 004 660
The content of this document is intended for the use ofSofrecom employees only for the purposes for which theyProvided. Sofrecom reserves the right to make changes andimprovements to this document or withdraw it at any time.
EUROPE
Sofrecom S.A.24, avenue du Petit Parc
94307 Vincennes Cedex, FranceT + 33 1 57 36 45 00
MAGHREB
Sofrecom Algeria6, rue des Frères Kadri - Hydra
Alger, AlgeriaT + 213 21 60 70 67
Sofrecom Services MarocTechnopolis
Bâtiment BO - 2nd floor11100 Sala Aljadida, Morocco
T + 212 5 37 27 99 [email protected]
Sofrecom TunisiaImmeuble Matrix
Rue du Lac ConstanceLes Berges du Lac
Tunis, TunisiaT + 216 71 162 800
MIDDLE-EAST
Sofrecom Middle-EastDubai Internet City
Building 3, Office 103P.O. Box 500425
Dubai, United Arab EmiratesT + 971 4 446 4792
ASIA
Sofrecom IndonesiaGraha Aktiva, 4th floor
JI. HR. Rasuna SaidBlok X-I Kav.3
Jakarta 12950, IndonesiaT + 62 21 52920350
Sofrecom MalaysiaC/O MFCCI Business Centre
N°2A-6-2, 6th Floor, Plaza SentralJalan Stesen Sentral 5
50470 Kuala Lumpur, MalaysiaT +60 320355434
Sofrecom ThailandZuellig House, 5th Floor
1-7 Silom Road, Silom, Bang Rak
Bangkok 10500, ThailandT +33 6 32 64 05 28
AFRICA
Sofrecom Ivory Coast7, Avenue Noguès
Immeuble BSIC, 5th floor01 BP 5754 Abidjan 01
Ivory CoastT + 225 20 30 59 46T + 225 47 32 77 87
AMERICA
Sofrecom ArgentinaReconquista 609 - C1003ABM
Buenos Aires, ArgentinaT + 5411 45 15 90 00
Sofrecom Silicon ValleyPascale Vieljeuf
T +33 1 57 36 47 [email protected]
Sofrecom Worldwide
FRANCEParis
MIDDLE-EASTUAE, Qatar
MAGHREB Morocco, Algeria, Tunisia
ASIAIndonesia, Thailand, Malaysia
AMERICAArgentina, Silicon Valley
OURLOCALHUBS
AFRICAIvory Coast
FRANCEParis
MIDDLE-EASTUAE, Qatar
MAGHREB Morocco, Algeria, Tunisia
ASIAIndonesia, Thailand, Malaysia
AMERICAArgentina, Silicon Valley
OURLOCALHUBS
AFRICAIvory Coast
majorsplayers
Sofrecom S.A.24, avenue du Petit Parc94307 Vincennes CedexFrancewww.sofrecom.comPart of the Orange group