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Background
With more than 130 million customers and 5.8 billion euros in revenues, Orange is one of the leading network operators in the MEA Region. In an effort to meet the growing need for digitalization and transparency of its customers, Orange was the first to launch a digital store dedicated to content.
Challenge
Subscription journeys were different from one service to another (SMS, USSD, IVR). The challenge was to unify all channels in a single platform to offer customers an improved user experience and showcase the diverse content catalog. Orange also wanted to leverage this digitalization for strategic data collection to better understand customer usage and consumption behavior.
Approach
• Created new customer journeys, platform UI, and content for an improved experience through design thinking with our UX/UI team • Implemented the technical and functional features of the solution with a multi-disciplinary team of experts in marketing, data, and technology • Built dashboards and reports to give the client insight on consumer behavior, allowing them to optimize content and UX • Helped the client achieve growth by providing relevant customer insights, creating new content, and sharing best practices in terms of digital communication
Key results
Benefits
The launch of "My Place" has allowed Orange OMEA to further strengthen its position as a digital telecom operator by being the first in the region to introduce a fully content/VAS related platform. My Place has already been launched in six countries and has significantly increased revenue and number of subscribers.
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