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The Orange Service Pledge to customers sets out our main commitments across all domains of a customer’s post-sales journey.
Our Pledge can be summarised in one sentence: “we care about you at every step of your journey”. It is what our customers can expect from Orange when they sign a contract or an order with International Carriers.
There are four pillars to the Orange Service Pledge:
“We appoint a pair of Project Managers (nominal & back-up) who will plan, coordinate and supervise the speedy delivery of your solutions around the world and ensure regular communication”
“We provide 24×7 Care through our Customer Service Center located in Europe and Asia and state-of-the-art Customer Web Portal functions”
*P1 = interrupted service, Orange responsibility
“We can provide a Service Manager to support you in the usage of your Orange IC solutions and look after their quality”
“We bring you peace of mind with a reliable billing process, a fair, timely and transparent resolution of disputes including fraud ones”
The Wholesale industry is increasingly aware of the importance of the quality of experience, even in carrier-to-carrier relationships. The approach is: how can we deliver great quality of experience for our end users if we don’t follow the same guidelines between us?
Whilst it is common practice in the B2B and BTC markets to advertise the quality of user experience or the value of professional services, up to now, it has rarely been presented as a differentiator in the Wholesale industry. With the Orange Service pledge to customers, this is changing.
Orange aims to be a pioneer in the international Wholesale industry for raising awareness of the importance of developing the quality of experience around wholesale products.
We are already working on an enhanced Service Pledge to include stronger commitments to Customer Support Services.
If Orange’s peers and competitors in the market act in the same way and start to communicate about the quality of their services, this can only be positive for the industry. It will help to raise the bar for customer service standards and make the whole industry more efficient, for the benefit of everyone.