By Marc Desmots, IT Architect, Orange Business Services
When I think about digital transformation, the first words that
spring to mind are collaboration, integration and partnerships.
Yes, of course it is about transforming a company to work more
digitally and data can be the key to unlocking competitiveness. But
what I see time and time again in practice is that striking the right
long-term partnerships – both with customers and technology vendors –
is key to successful transformation.
At Orange Business Services, it is in our DNA to co-construct,
co-innovate and work together with customers to build a lasting
digital transformation for their business. At the same time, with the
huge number of systems that our multinational customers demand, it
becomes very important to find agile and flexible technology partners
that we can work with too.
A seamless customer experience through multisourcing service integration
Our company’s approach to collaboration and co-creation is powering
digital transformation for our customers and the IT team is central to
managing every customer journey.
The multisourcing service integration (MSI) approach starts with an
initial synchronisation phase and runs right through to a unified
service for customers. In practice, MSI for Orange Business Service
means a flexible and easy-to-use service platform for customers that
complements our carrier-grade systems.
We’re giving customers visibility and control by creating a unified
vision of performance of their IT landscape. The key word here is
platform. In our case, it is the ServiceNow platform that layers over
an incredibly complex technology ecosystem within Orange Business Services.
Sitting between our systems and our customers, ServiceNow removes
the complexity of managing heterogenous infrastructures. Most
importantly for our customers, it creates an interface offering a
consistent, simple and seamless experience.
A single service portal
Simple was not a word I would associate with our customer interface
in the past. The number of customer calls my team was receiving about
the progress of incidents was high.
But as a result of our own internal transformation we have created a
standard interface that has brought together all elements of our
offering in one place. This is our new customer service portal – the
heart of Orange Business Services’ customer-facing organisation.
Our customers use the portal to follow the journey of any incidents
from when they were raised right through to resolution, without having
to contact us directly. The transparency and ease-of-use of the portal
has eliminated the need to make a direct call, resulting in a dramatic
reduction of the 3,000+ calls we were receiving every month.
Now, the platform is managing more than one million incidents a year
and the digital workflows powered by ServiceNow work automatically in
the background, driving significant operational efficiencies.
From transformation to a revolution
In this day and age transformation is an ongoing process, however, I
see the potential to do much more, to create a step-change — or a
revolution perhaps — in the way we work with customers. The
opportunity to take our relationship with customers to a whole new
level is there for the taking.
We’ve already started with an offer of ‘self care’, which gives
customers the ability to manage their Orange Business Services
solutions themselves. Using ServiceNow, we offer a ‘one-stop-shop’
experience, putting day-to-day technical management capability into
our customers’ own hands, whether they want to change bandwidth or
update a routing rule.
I know that in ServiceNow we have a flexible and agile platform with
a low-code/no-code capability that makes anything possible, providing
a foundation for a truly collaborative environment between Orange
Business Services and its customers.
A long-term commitment
As I mentioned at the start it is values like co-innovation,
collaboration and long-standing partnerships that form our DNA.
ServiceNow enables us to put these values into practice and co-create
in partnership with our customers.
We have nurtured a long-term partnership with ServiceNow too. As
with any relationship, it is when both parties share the same ambition
and work to the same rhythm that the greatest synergies occur.
Both ServiceNow and Orange Business Services recognise the huge
opportunity that is presented by digital transformation. I’m excited
to see what the next 10 years hold for our partnership.