Tecalis self-service kiosks within Orange onsite channels

Orange, global leader with a wide range of brands, MVNOs and products, holds a network of more than 1,200 stores in Spain and millions of customers. The company is distinguished by its focus on digital transformation, customer experience and the expansion of integrated services (fiber, mobile, TV and cloud).

In a highly competitive market, Orange seeks to streamline critical processes, reduce waiting times and operating costs in its stores and offer a seamless omnichannel experience.

Orange needed to transform its stores into efficient and profitable service centers. Customers demanded immediacy to activate SIMs, order products and manage transactions without relying on staff. 

Time optimization, regulatory compliance, automation of key processes and integration with OSS/BSS systems were key challenges. In addition, they were looking to reduce costs, unify physical and digital channels, and ensure scalability with remote management.

Tecalis has installed Tecalis Kiosks for Orange to transform its stores into efficient digital centers. This self-service system integrates robust and modular hardware with advanced software, allowing instant and secure SIM and eSIM activation, all kinds of services and unattended incident management, thanks to features such as biometric identification, document scanning and integrated payment systems.

The solution connects remotely via Kiosk Cloud, ensuring real-time updates and synchronization with Orange's Customer Hub (DIGO OSS/BSS). This allows for centralized and automated operations, immediate recording of transactions and adaptation to new functionalities through its modular architecture and open API.

The agile implementation approach included needs analysis, pilot testing and phased deployment in stores.

The implementation of Tecalis Kiosks in Orange stores has significantly improved efficiency, productivity and sales by automating processes and reducing operating times. For example, SIM activation time has been reduced from 13 minutes to 2 minutes, freeing up to 1100 hours per month in a single store. 

In addition, waiting times have been reduced by 78% and queues at peak times by 62%, allowing staff to focus on higher value sales. Real-time integration with Customer Hub ensures full traceability, improves incident control and mitigates fraud risks, strengthening digital transformation and reducing costs by making face-to-face channels more profitable.