Orange

Business transformation

Building seamless solutions to common moving house challenges - through an iterative and agile process.

Challenge

Orange, one of the leading telecommunications providers in Europe and Africa, knew that moving house posed a host of challenges for their customers. Keen to stand apart from their competition by helping alleviate pain points associated with this stressful transition, Orange needed a way to build seamless solutions to common moving challenges. But what would offer the most likelihood of increased satisfaction amongst this audience?

Our challenge was to test multiple enhanced offerings via the Orange call centres (ensuring call centre staff were maximally engaged in the process) and evaluate the success via measurement through NPS.

Business impact

Over the course of implementing the solutions to customers' moving challenges, the NPS multiplied by an average of 2.5. And not only this, but the process itself (collaborative, agile working between Havas CX and Orange) served to accelerate the adoption of agile working as an overarching method to be implemented across other projects and product launches.