The customer
Make customers self-sufficient: track their orders, manage their box, pay, report an incident.
ORANGE · CÔTE D’IVOIRE, BURKINA FASO, LIBERIA
Optimus: twenty solutions
for fibre, across three subsidiaries.
An agile initiative launched in 2020 at Orange Côte d’Ivoire to resolve fixed broadband pain points, from order capture to quality of service, then rolled out at Orange Burkina and Orange Liberia.
THE CONTEXT
A growing fibre offering, tools that no longer keep up.
Sales made in ineligible areas, files sent late by partners, 45 minutes of data entry in store across several applications, customers unable to track their requests, technicians without diagnostic tools: the fixed broadband business was piling up pain points.
Orange Côte d’Ivoire launched Optimus, a “quick wins” initiative run in agile mode with Synelia, to address them one solution at a time. The solutions were then rolled out at Orange Burkina and Orange Liberia.
THE CHALLENGES
Three objectives
to deliver together.
Operations
Digitalise work orders, trace field staff, manage field interventions.
Quality of service
Detect collective outages before complaints come in and measure customers’ actual experience.
OUR RESPONSE
What we
built.
Mobile and in-store order capture
Mandatory eligibility check, data-entry robot in the IT systems, SMS to the customer. One interface instead of three.
“Ma Box Internet” selfcare
Tracking of orders and complaints, remote Wi-Fi management, invoices and Orange Money payment.
Orange Tracking
Real-time tracking of complaints and of the technician’s journey, with the Djingo chatbot.
iFlex suite
Digitalised work orders, scheduling, field staff tracking, automated reports.
SKY suite
Automatic inference of collective outages, probes simulating customer usage, speed tests, configuration reconciliation.
Fixed Customer Care
360° technical customer view for support: diagnostics, reprovisioning, box management.
ARCHITECTURE
How
it’s built.
01UsersThose who use Optimus every day
Door-to-door sales agentsStoresCustomers (selfcare)Field techniciansCustomer support
02Optimus suites20 solutions in 5 suites
PCAM · order captureCCF · fixed customer supportiFlex · interventionsSKY · quality of servicePerformance · reporting
03Integration foundationInventory, processes and orchestration
Resource inventoryBPM workflowOrchestration ESBRPA robotsGIS mapping
04Operator IT systemsExisting systems, integrated without being replaced
InvoicingRADIUSNetwork equipment (OLT)MonitoringBig data
THE ORGANISATION
Three agile squads,
shared governance.
Optimus was built under Expertise as a Service: Synelia teams embedded in Orange’s squads, backed by experts mobilised on demand, with a commitment on deliveries.
CROSS-CUTTING GOVERNANCE
Initiative sponsorInitiative directorsFixed broadband governancePMO
EXPERTISE MOBILISED ON DEMAND
IT architectureSecurityIntegrationBIQualityOperationsDigital transformation
SQUAD
Customer Empowerment
Order capture, self-care, customer support
- Performance managementStream leader · Product Owner
- ProductionScrum Master · 8 developers · QA
- Core businessProduct PO · contributors
SQUAD
Efficient Work
Field operations, workflows, performance
- Performance managementStream leader · Product Owner
- ProductionScrum Master · 7 developers · QA
- Core businessProduct PO · contributors
SQUAD
Quality Monitoring
Quality of service and experience
- Performance managementStream leader · Product Owner
- ProductionScrum Master · 5 developers · QA
- Core businessProduct PO · contributors
4-week cyclesMonthly backlog reviewBusiness stakeholders in every squad20+ developers
WHAT THE PROJECT DELIVERS
Results
in production.
3 subsidiariesOrange Côte d’Ivoire, Orange Burkina, Orange Liberia
45 → 5 minOrder entry time in store
> 95 %of FTTH collective outages inferred automatically
− 80 %in the time to detect and analyse a collective outage
+100features delivered in 2022, in 4-week cycles
20 solutionsdeployed in 5 software suites
90 %open-source tools
+900fixed customer support users
Figures measured at Orange Côte d’Ivoire.
EXPERTISE INVOLVED
The expertise
behind this project.
WHAT COMES NEXT, WE BUILD TOGETHER
A similar project?
Let’s talk.
We start from your context and constraints to propose an initial approach.
Let’s talk about your project