Customer Hub: Sales teams and integrated channel management

Orange Spain, a multi-brand group with more than 20 million customers, offers a range of high quality and competitive convergent products and services, which has earned it the title of second national operator in mobile telephony and third in fixed telephony.

Orange Spain has a wide network of online channels, own stores, telesales system and alternative channels that must be attended, managed and converted into an experiential place.

Having an expert partner in customer journey to guide the company in this regard and provide it with the appropriate process and management technology was crucial to avoid abandonment in the last stages and not to waste the efforts and resources invested in sales and marketing.

Creating a reinvented and secure system of differential processes to optimize, simplify and make Orange's activity more effective and efficient resulted in a major project with the broadest operational coverage and transversal to all channels.

The system allows Orange to perform all key operations of its activity, unifying in an experiential platform for its employees and customers the management of the channel, the activation of products and services, the after-sales, logistics and mobile management with business intelligence and connected to marketing.

More than 6,000 points of sale of the Orange Group and its brands, millions of transactions and more than 10 million activations with Tecalis seal in the last two years have led players like this to be able to be the number one multi-brand thanks to this way of understanding the customer journey in conjunction with business operations.

After more than 10 years of accompanying the main telecom players, Tecalis is today positioned as the technological partner of reference for the telecommunications industry in Spain and is perceived as a reliable partner at international level.