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Case Study: Orange

Fintech Consultants' white-labelled solutions enabled Orange to launch a range of fixed-line services to its personal customers for the first time in conjunction with communication services from BT Wholesale.

The white-labelled solutions were adapted for use within multi-site customer service centres enabling agents to have a real-time view of the progression of orders placed across both the fixed-line call centre and Orange's mobile call centres. To capitalise on existing sales and fulfilment processes within Orange, the fulfilment orchestration was integrated into Orange's own provisioning systems for seamless end-to-end provisioning and customer KCIs (keeping customers informed). This hybrid orchestration manages provisioning across multiple systems and trading partners in near real-time.

By adopting existing proven solution components, Orange was able to launch quickly before the key Christmas trading period.

[ Orange Product Drawing ]

Above: Fintech Consultants delivered a multi-estate call centre solution for Orange which enabled the automated provisioning of Wholesale Line Rental services. Credit vetting is performed in real-time through Checkway for added security and revenue assurance.

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Key points:

  • Complex provisioning orchestration augmented to include Orange's own provisioning activities whilst leveraging proven capabilities for:
    • Line rental (WLR2 - Wholesale Line Rental)
    • Dynamic calls packages (Wholesale Calls)
    • Zero-touch automation of most orders
    • Automated jeopardy monitoring and management
  • Rapidly reduced time to market/reduced implementation risk
    • Tried and trusted solution components
    • Established technical platform and management
    • White-labelled solution components can be rebranded as quickly and easily
    • Proven back-end provisioning processes customisable for specific requirements
  • Encompasses multiple online/offline channels
    • Integrated into existing Orange mobile sales channels
    • Customer service portal in use across multiple sites globally by 100+ agents
  • Enterprise integration
    • Credit vetting/eligibility checking in real-time in conjunction with Equifax
    • Billing & real-time payment processing integration
    • MIS integration
  • Industrial strength technical implementation
    • Underpinned by BEA and Oracle technology

[ Orange Product Screen ]

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