CS&O Regional Manager Briefing Orange Business Services Operational impacts 9 May 2006
this communications kit aims to help you… > > > understand how key CS&O functions are adapting in line with the rebranding understand how we need to change as a result share with your people what they need to know and what they need to do it’s as simple as that. CS&O Specifics page 2 for internal use only
general introduction > NEx. T: the integrated operator strategy - NEx. T = New Experience in Telecommunications - transformation program for the future > NEx. T Branding - core building block of the strategy - using our brand to speed up transformation a reminder of what is happening…. . CS&O Specifics page 3 for internal use only
a credible commercial brand: new Orange > the strongest potential globally of all France Telecom Group's brands > the highest overall level of positive perceptions associated with it by customers > its values form the foundation of how we communicate externally > truly reflects the integrated operator strategy CS&O Specifics page 4 for internal use only
the Orange brand in business there will be only one brand - Orange “Business Services” will be a descriptor and act as a signpost for our business activities CS&O Specifics page 5 for internal use only
who will be selling Orange Business Services? France Telecom Group ECS CS&O Specifics France Telecom Group VSF/DCE page 6 Orange Business Solutions for internal use only
what will our customers feel CS&O Specifics page 7 for internal use only
bi li on si sp re n io the values generate attitudes that shape the company's image at friendly dynamic ov n in ty a common culture to deliver our customer promise honest straightforward refreshing trust CS&O Specifics page 8 for internal use only
how does the brand promise translate to customer benefits? > Orange opens up new ways of creating value in business > Orange helps you maximise the value of your people > Orange removes complexity in modern business > Orange partners with you to move your business forward We support businesses to benefit from technology through a seamless customer experience, opening up business to new opportunities CS&O Specifics page 9 for internal use only
what will change for our customers? CS&O focus CS&O Specifics page 10 for internal use only
focus to help you > > > complement general training and information on branding starting now set the scene on rebranding understand how key CS&O functions are adapting in line with this evolution - > > Service Management Field Operations Order to bill ops Global customer service understand what will change as a result or won’t change be ready to share with your people what they need to know and what they need to do Very straightforward. . . CS&O Specifics page 11 for internal use only
what will change on O-Day: Customer Experience > All Orange Business Services entities to act as ONE in « look and feel » and Customer Services principles > All Post Sales staff allocated to a Customer will team up for a consistent and easier way to do business with Orange Business Services - Unified Service Management: Teaming beyond previous organisational bounderies to improve / simplify the service provided to the Customer - Integrated Customer Project Manager: Ensure overall services and solutions deployment visibility and coherence for the Customer, beyond the contractual agreements. - Inter-connected frontlines: Provide a seamless support wherever the call is placed. Ensure ability to handle all requests on behalf of Orange Business Services. CS&O Specifics page 12 for internal use only
what will Customers see > Unified Service Management could translate into: - a unique Monthly Service Review meeting with the Customer - A unique virtual team structure under a single Service Manager lead > Integrated Customer Project Manager could mean: - A single Project Management governance for all Customer implementation activities. - Some implementation synergies in case of overlaps > Interconnected Front Lines will bring: - An ability to help the Customer being in contact with the right entity by getting back with the right number or contact everytime - A consistent Customer Experience wherever the call is received or made CS&O Specifics page 13 for internal use only
some clarifications > While introducing ourselves we should all remind that: - We work for “the France Telecom Group” delivering Orange Business Services > Equant will remain the legal name for our company and Equant will appear on legal documents and contracts. However we will minimize the appearance of the Equant name to places where it is a legal necessity. CS&O Specifics page 14 for internal use only
following this meeting, your role is to… > identify which key functions are impacted by those changes in your teams > cascade the information people need before O Day > provide us with feedback: - Progress of training deployment - Questions mail andre. matar@equant. com CS&O Specifics page 15 for internal use only
Unified Service Management on O’Day 9 May 2006
agenda > overview > Unified Service Management > expectations of CSMs > the future of Service Management: Integrated Service Management > customers with SM across Orange Business Services entities > questions and answers page 17 for internal use only
overview > Orange Business Services brings Equant and the business divisions of FT and Orange together under one brand > on ‘O’ Day, 1 June 2006, we officially change from Equant to Orange Business Services > in the new framework Unified Service Management will be announced as a new feature of the existing SM offering, currently delivered by Equant, FT and Orange > CSMs will play an important part in this transformation page 18 for internal use only
Unified Service Management Description A synchronized team of Service Managers across Orange Business Services entities. Target Customers Existing customers who have Service Managers from more than one Orange Business Services entity. Benefits In addition to existing SM benefits, customers benefit from: • A team of Service Managers with an overall knowledge of the customer’s business, infrastructure, processes and performance targets • Each member of the Unified Service Management team assisting with any customer enquiry by managing the query or providing customers with appropriate contact • A continued personalized relationship with each member of the Unified Service Management team who will strive to maintain the guaranteed service level for all solutions. Launch Date Strategic Objective Internal Note O-Day = 1 June 2006 One of the initial steps in providing “integrated operator” services to all countries and entities. This is not a new offer/service/product, but rather a new feature of existing SM offers. There is no additional price; it is a customer benefit of rebranding and Orange Business Services integration. CS&O Specifics page 19 for internal use only
expectations of CSMs > understand - attend local brand induction training prior to ‘O’ Day - be able to explain Unified Service Management to customers > implement - contact Service Managers throughout the Orange Business Services entities who are supporting your customers prior to ‘O’ day • Equant CSMs have lead responsibility • share information and ensure general awareness CS&O Specifics page 20 for internal use only
expectations of CSMs (continued) - send standard letter to customers who have multiple CSMs across Orange Business Services entities • letter will be provided to CSMs around mid-May • letter to be signed by Country Manager • letter to be send in coordination with Account Manager/County Manager • letter will include list of all Customer Service Managers - meet with customer to present Unified Service Management • during the monthly service review meeting after ‘O’ Day • Unified Service Management slides will be provided CS&O Specifics page 21 for internal use only
expectations of CSMs (continued) - take accountability of customer issues related to other service management OBS entities > incorporate brand - ensure usage of new Orange Business Services Power. Point template • will be distributed via CSE Communications • for questions or assistance, contact your local brand ambassador - change logo in accordance with the local legal guidelines • don’t forget customized reports CS&O Specifics page 22 for internal use only
Integrated Service Management Internal only Description A single team of Service Managers across Orange Business Services entities with an identified leader who is supported by other Service Managers responsible for particular solutions. Target Customers and prospects who have several Orange Business Services solutions and have or need Service Managers. Benefits In addition to existing SM benefits, customers will receive: • Team Leader responsible for end-to-end service management • A supporting team of other Service Managers responsible for particular solutions • Alignment of SLAs • Consolidated reporting and management 1 – 3 years Launch Date Strategic Objective Internal Note Providing simplified end-to-end Service Management support that allow customers to communicate in any context–home, office or on the move–regardless of the network, platform or device used. This new, chargeable offer is dependant on first establishing integrated systems, tools, reporting, SLAs, etc. CS&O Specifics page 23 for internal use only
Conclusion > ‘O’ Day is the beginning of something new and exciting > you are at the heart of Service Management in Orange Business Services, now and in the future CS&O Specifics page 24 for internal use only
customers with SM across Orange Business Services entities CS&O Specifics page 25 for internal use only
customers with SM across Orange Business Services entities CS&O Specifics page 26 for internal use only
customers with SM across Orange Business Services entities CS&O Specifics page 27 for internal use only
escalation path across Orange Business Services entities CS&O Specifics page 28 for internal use only
escalation path across Orange Business Services entities CS&O Specifics page 29 for internal use only
escalation path across Orange Business Services entities CS&O Specifics page 30 for internal use only
Field operations on O Day CS&O Specifics page 31 for internal use only
agenda > Expectations of Field Technicians > Live the values > Two areas of focus - Engineering Reports - ASP / SITA Workshops CS&O Specifics page 32 for internal use only
expectations from Field technicians > you are a key player in the evolution and should convey the key messages as anyone else in the organisation > be able to explain the strategy “convergence brings together voice, data and mobile communications in unified solutions that reduce complexity and enhance performance” • “IT & Telecom convergence delivers integrated corporate systems, linking Communications and IT to protect and enhance the performance of critical applications” • > be able to explain the benefits to the customers benefit from the capabilities of a true global integrated operator fixed, wireless and Internet solutions, all based on a world leading IP network core. • this will deliver consistent global communications solutions, designed, implemented and managed by a company with unparalleled expertise and experience. • access to complete, integrated, customized solutions from one company, with one customer interface wherever they do business. • This will reduce complexity and enable them to even better focus on their own business objectives. • CS&O Specifics page 33 for internal use only
live the values > I choose my words carefully when I speak and act as if there is always a customer sitting in the room > I try to fix problems instead of passing the buck > Other people' problems are no excuse to stand by > I focus on promises that have a customer impact and prioritize them according to customer needs > I don’t make a promise that I know I cannot fulfill > I inform people proactively if I cannot meet my promise CS&O Specifics page 34 for internal use only
two areas of focus for FOIS > engineering reports - Wherever appropriate all new reports should be modified to include the new logo. > ASP / SITA Workshops - A warm up letter will be emailed to ASP and SITA Workshops by country managers on the week of May 15. - A presentation to our most important ASP (incl. SITA central) highlighting the expectations will follow CS&O Specifics page 35 for internal use only
Impacts on Order to Bill Operations - O’Day 9 May 2006
agenda > clarifications > Order to Bill ops and Customer Experience - Commercial Ordering - Service Implementation - Billing > the [Integrated] Project Management OTB Impact for Day To Day Operations on O'Day page 37 for internal use only
clarifications > Orange Business Services is a Brand > Equant Legal Entity will not change > Customer Greetings - “Hello, this is Orange Business Services. My Name is <your name> I am your Solution Delivery Manager (or Local Delivery Manager) > Some sentences being used when Equant still appears for Legal reason - For documents branded as Orange Business Services • - In addition where applicable, e. g. Orderforms, add the following sentence • - "Orange Business Services is a brand name used by companies within the France Telecom Group, including Equant, France Telecom and Orange. " "Your contractual partner and contact point for all questions is the Equant entity designated on the contract/orderform. " For documents remaining branded as Equant • "Equant is part of the France Telecom group and operates under the brand name Orange Business Services. " CS&O Specifics page 38 for internal use only
Order to Bill ops and the new Customer Experience > Our OTB model remains valid in the framework of Orange Business Services branding - all key players of the OTB cycle are OBS representatives > The scope of solutions will be provided by a wider number of FT entities with one single interface to the customer > Impacts what our customers will see - Commercial ordering - Service implementation - Billing > Next OTB step : Integrated Project Management CS&O Specifics page 39 for internal use only
Commercial Ordering: Equant Order Form 1/2 > Logo and Legal Entity Does change CS&O Specifics Does not change page 40 for internal use only
Commercial Ordering: Equant Order Form 2/2 > Contractual Entity of the Signature: unchanged Does change CS&O Specifics Does not change page 41 for internal use only
Service Implementation (1/2) > All communications (out of Sesame) during the service implementation is rebranded - Welcome Letter and its mail On Hold Status Closing CS&O Specifics page 42 for internal use only
Service Implementation (2/2) >service commencement notice (out of GOLD) is rebranded Does change CS&O Specifics Does not change page 43 for internal use only
Billing > Legal Entity issuing the Invoice remains unchanged for Legal reasons > All the invoices are rebranded with full respect of Brand Guidelines > 31 locations (countries) to roll out > Some countries require a long process to register the Logo (LAM) > Roadmap toward the -Day - Warm Up Letter (8 languages) to pre inform customers will be sent with May Invoice (with Equant) - O-Day Letter will be sent with June Invoice - June Invoice is the first invoice to be rebranded CS&O Specifics page 44 for internal use only
CS&O Specifics page 45 for internal use only
The integrated Project management > capability to provide one single interface for the delivery of solutions designed by Orange Business Services > Integrated Project Management, (service already available within Equant) , will be extended across all the entities - Communication and Marketing will be reenforced across all entities operation Process will be documented with interfaces and escalation > Four Tiers: - Harmonized Unified Integrated Unique CS&O Specifics >> Same type of Service >> Virtual Team without Lead >> Single Interface & Lead toward the Customer >> Unique Service with come page 46 for internal use only
Internal only Integrated Project Manager Description Leader Project Manager who coordinates the implementation of the Orange Business Services solutions for Customers. Target Customers >MNC Customers, who implement several OBS solutions (more than one) at the same time, in more than one country or/and provided by different OBS entities Benefits > Benefits of Integrated Project managers for our customers > acting as a global Project Manager and responsible for project delivery in front of Customer > guarantees the coherence of the implementation tasks as well as good functioning of the solution during the implementation phase > manages a team of project managers responsible for the implementation of the individual solutions as well as any third party contractors who contribute to the implementation > knows Customer’s activity and needs, he has good personalised relationship with Customer Launch Date Ready for O – Day: June 1 st, 2006 Strategic Objective Internal Note >To promote the simplicity of OBS (managing the complexity for the Customers) >To propose additional, value added services which are more than just a brand change >To differentiate from the competition >To present the image of the “integrated operator” who is able to offer services transversal to countries and entities Distribution channel: To be defined at a local country level (up to the country to decide which channel deals with this offer distribution) Pricing Policy : Chargeable as per PM rules (to be defined thru the service definition) CS&O Specifics page 47 for internal use only
Global Customer Service – key Q&As CS&O Specifics page 48 for internal use only
Question 1 How should I greet customers when answering the telephone ? Answer 1 >For CTS 1 services, no change. We will continue to use a generic service greeting: - « Good morning Global Customer Services, my name is <your name> , how can I help you ? » >For CSP Services specific to Equant customers, the Orange Business Services will be adopted - « Good Morning, Orange Business Services, customer service. My name is < your name > , how can I help you ? CS&O Specifics page 49 for internal use only
Question 2 what happens if a Orange/Wanadoo customer calls Equant support ? Answer 2 > Remember to be helpful > This maybe a new customers experience in contacting Orange Business Services and could lead to new revenues. >Use the “Front Line Contact Point Map” to provide an alternative contact number. CS&O Specifics page 50 for internal use only
Question 3 : what happens if I am unable to transfer the customer call to the correct entity ? Answer 3 > If you are unable to determine where to redirect the call , create a severity 5 clarify capture all the customers information and refer it to your team leader or supervisor for attention and follow up CS&O Specifics page 51 for internal use only
Question 4 our email address will change , is this likely to cause a problem ? Answer 4 > No, this should not cause a problem. > Any questions regarding your e-mail address change should be handled on a case by case basis. Our email address will change on O Day. > Don’t forget to adapt your email footer. CS&O Specifics page 52 for internal use only
Question 5 How should I respond to questions from the media? Answer 5 > Thank you for calling. You will need to visit our press office for an answer. > Alternatively pass the call to your team leader or supervisor > Additional information: www. mnc. orange-business. com CS&O Specifics page 53 for internal use only
Question 6. What happens if I receive a sales call? Answer 6 > Use the “Front Line Contact Point Map” to provide the respective sales or contact number, email address are also supplied in the contact map. > If you have any doubts – capture the information and pass on to your team leader or supervisor follow up CS&O Specifics page 54 for internal use only
Question 7. Will the re-branding affect GCSC engagement with our local customer service centres? Answer 7 > No. > Our internal interlocks process, procedures and relationship will remain. It is business as usual CS&O Specifics page 55 for internal use only
Question 8. Do we have automated tools with Orange/Wanadoo customer service centres? Answer 8 > No, not at this time. > For the moment each entity will use its own standard tools. > Any information about tools development or integration as part of the NEx. T project will be advised at a later date. CS&O Specifics page 56 for internal use only
Question 9. What should I do if a customer asks for further information regarding our branding change? Answer 9 > Clearly note the request > Refer the customer to their Customer Service or Account Manager for further information. > If the customer does not have CSM or AM status, capture the information and pass it on to your team leader or supervisor follow up. CS&O Specifics page 57 for internal use only
Question 10. Should I expect to get calls from Orange and Wanadoo support centers ? Answer 10 > We do not expect many calls but be prepared. > Behave as an Orange Business Services team member > Orange and Wanadoo will call our main GCSC contact centres if they require information. Orange are already with our CSP team today. > Interlocks are already developped with Orange and Wanadoo for Business Every Where and business products. CS&O Specifics page 58 for internal use only
general conclusion Key take aways 9 May 2006
Orange Business Services > June 1 st is just the beginning > All our colleagues in Orange Business Services will change the same way as we do > we will be a unique team and must adapt our behavior - Always keep in mind the values and the focus on our Customers, to guide you in your day to day activities Act beyond the organizational boundaries to reflect the brand Please cascade this information to your teams before O Day in parallel to the more generic Brand induction training CS&O Specifics page 60 for internal use only
further questions ? > to read more about the NEx. T strategy go to the intranet > to find out about the Orange brand or for guidelines go to - www. brand. orange. com > for questions about NEx. T Branding - contact your local brand ambassador - email: NEx. T. branding. enterprise@equant. com • NEx. T. marques. entreprise@francetelecom. com • CS&O Specifics page 61 for internal use only
CS&O Specifics page 62 for internal use only
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