Implementation of a CRM solution – Orange

• Improve customer experience and knowledge in interaction with Orange Morocco (ex Meditel)
• Use agility to market new commercial offers and ensure the convergence of services: mobile, landline and Internet
• Improve operational productivity and ensure maximum autonomy
• Having a flexible and adapted architecture

Implementation of the “Microsoft Dynamics 365 – CRM” solution and the “Customer Insights” solution for a 360° view of customers:

• Better identify customer segments
• Customer and contact management: Customers, Prospects, Partners, Distributors, Operators and Contacts (Whole Sales Data).
• Management of customer activities (telephone, email, …) with the CRM as a basic data repository
• Digital Channel Interaction Management
• Sales Force Automation (SFA) process management for B2B customers
• Customer service with support for the following cases: request for assistance, request for account management, complaint, request for cancellation, request for loyalty, …
• Integration of CRM with social networks and the Orange web portal
• Integration of the CRM with the “Genesys” solution, the computer telephony coupling (CTI) of the contact center
• Automatic generation of dashboard, reports and performance indicators (KPI)