Case Study : Orange ISP
Orange is one of the UK’s leading ISP’s. Originally launched as FreeServe, rebranded for a time as Wanadoo, Orange has pioneered internet provision for over a decade. It’s no surprise then that Orange were the first to enter the UK consumer marketplace with a bundled wireless home broadband service with their “Livebox”.
Microtechs was Orange’s supplier and installer of Livebox equipment, working to a demanding Service Level Agreement which included:
- Client contact to confirmed appointment within four hours
- Installation and ticket closure within three days
- Online consumer billing
- Complete back-office service including weekly reporting, accounting and complaint management.
For Orange, Microtechs achieved a 95% first-time install rate- at a time when thanks to constantly evolving hardware, processes and documentation, broadband was by no means the commodity product it is today.
We also worked closely with their distributor to develop and manage bootstocking, which was a vital component in the initial stage of the hardware development.
Throughout Orange’s corporate history (from Wanadoo to Orange and France Telecom ownership), Microtechs has remained a reliable and constant source of expertise. We have incubated their service and worked alongside their consumer support team through multiple product launches, and helped them to better understand the market, their product’s performance and the opportunities for new service development.
Today we operate several contracts on behalf of Orange UK’s consumer, business and retention organisations. As well as providing standard installations, we upsell additional IT services to provide valuable additional revenues.