Mixing operational performance and team motivation, these are the advantages highlighted by Orange following the deployment of the Contextor tool in its back office teams – Orange FTTH.
Why did you choose to use the services of Contextor ?
Simply because the Contextor tool makes life easier for our customer service advisors ! These advisors are involved in back office support of commercial service, they manage all complex controls that are difficult to automate. So if a wizard can support certain manual and repetitive tasks, we are are happy to use it because it frees up time for our advisors to focus on higher-value tasks. And it is precisely the entire gain of Contextor.
Specifically, how was it like working with Contextor?
The genesis of our collaboration with Contextor dates back to 2012. The publisher’s solution was very simple to implement, with a very good collaboration between our two teams. It is to be noted that the script coding phase was very fast, since it only took two months, for the Contextor solution to be 100% operational and deployed in-house!
What about the concrete gains for advisors in their daily work ?
To start, Contextor itself is a real decision support tool. And for a good reason : previously, the advisor had to consult several applications before making a particular choice. Today, he has access to a composite interface that displays on one page information from many applications. One click for a global vision on each customer case ! Therefore without a whole sequence of time consuming manipulations, our advisors are discharged from a series of tedious acts where human errors are numerous. Moreover, they can now simply view the status of each file, without having to make many useless “clicks”. This means working comfort for our teams: some work orders had their processing time divided by two, which fits perfectly with our strategy to improve and simplify our business tools. And it ultimately contributes to the motivation of our workforce.
« Thanks to Contextor, our customer advisors have a real decision tool »
In : Encart spécial de « Relation Client » Le Magazine 100% orienté client, Avril 2015, page 8.