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Introduction

The global digital economy is increasingly reliant upon the technologies and services provided by telcos, and the accompanying performance, security, and service levels they offer to the enterprise segment. Multinational corporations are the most demanding, requiring robust and flawless service around the clock.

Highlights

  • This report on Orange Business Services is one in a series that analyzes how some of the world’s largest telcos are improving the quality of the customer experience for the MNC segment by addressing their service design, service delivery, care, and ongoing management and control of business processes.

Features and Benefits

  • Understand how Orange Business Services has improved its organizational structure for sales, service, and ongoing support for MNCs.
  • Understand how OBS has industrialized its business processes across the customer journey.
  • Understand how OBS measures and improves its performance and the quality of the user experience for MNCs.

Key questions answered

  • How does OBS structure its account management (sales, service, and support) to improve customer experience for its multinational clients?
  • What CE investments has OBS made in the last 18 months to support its clients' digital strategies?
  • What are the key customer experience performance metrics for MNCs?

Table of contents

Summary

  • Catalyst
  • Ovum view

Strategy for improving customer experience for multinational companies

  • Enterprise business unit
  • Customer requirements

Account management for multinational customers

  • Global customer service
  • Verticals and geographies
  • Service centers

Service and support management

  • Responsibilities for the MNC customer journey
  • Managing the ecosystem
  • Customer portal

CE key performance metrics for MNCs

  • Service-level agreements
  • Service KPIs

Appendix

  • Methodology
  • Further reading
  • Author

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