Customers talking

Part of the Orange group

Sofrecom has supported your transformation projects for many years, providing experts in business consulting, networks & services and IT solutions.

In this new digital age, we have been working hard for three years to completely revamp our range of products and services and to develop specialist expertise in new key areas to be able to propose original, tailor-made solutions. Our offers can make a real difference on your markets and boost your performance: customer experience management, B2B, mobile finance, e-government, change management, capacity building, and more.

At the same time, we have completed an ambitious program to improve our quality of service, as confirmed by several certifications (ISO 9001, CMMI, Ethic Intelligence). Since 2012, we have achieved a substantial 26 percentage point increase in our customers’“excellence rating”.

We are proud to be one the world’s most highly reputed international telecommunications consultancy firms.

Our local entities outside France, which have developed strongly due in part to our near-shore activities for Orange Group, bring us geographically closer to you and your business environment.

Our unswerving goal is to assist you efficiently and very reactively while continuing to make our service even better.

Your voice, your opinions are essential to guide our actions. We are interested in what you have to say!

In this booklet I have the pleasure of presenting five projects which illustrate our ability to support you durably through a wide range of missions, drawing on the market vision of our analysts and the vast field experience of our consultants and experts.

Quite simply, our hope is to become even better by listening to what our satisfied clients have to say. And of course that includes you!

Jacques Moulin, Sofrecom CEO

Edito

As part of its 4G launch in the Democratic Republic of the Congo (DRC), Orange is defining and applying a new B2B strategy. It asked Sofrecom to assist the project by defining a new range of B2B mobile offers, planning and supporting the launch roadmap, and coordinating the professionalization of B2B marketing.

“Orange DRC now has more than 4 million customers, including 30,000 enterprises representing about one thousand accounts.

The B2B segment has seen unprecedented growth, with turnover increasing fourfold since 2013. Clearly B2B is strategic for us and a source of new business!

Now we need to consolidate our positioning as the leading B2B provider, which obliges us to further industrialize our order processing and “go to market” processes and keep in closer contact with customers. We aim to enlarge our portfolio of offers to enable our customers to differentiate themselves thanks to our services.

Finally, we must optimize and extend our commercial cover by creating new distribution channels to give our products and services better visibility.

Our B2B program is a major evolution started in 2014. Sofrecom is assisting us throughout our reorganization and will later transfer its skills to our personnel.

We have created a department to manage B2B marketing and CRM which will be adapted to each stage of the customer life cycle.

One of its important responsibilities is to create new B2B 4G offers such as very high-speed broadband data (LTE) and intersite connectivity, etc. The first enterprise 4G offers have been successfully launched.

The experience and professionalism of Sofrecom’s experts have made this ambitious project a success and created a dynamic B2B business.

This year we will enrich our portfolio with mobile payment services for professionals (bill payment, in-store payment, etc.).

All Orange DRC employees are committed to achieving further successes, benefiting from Sofrecom’s valued support and working in coordination with AMEA and the Elob.”

Supported by Sofrecom, Orange DRC affirms its ambitions on the B2B market

Sofrecom helps Orange to develop its B2B businessSofrecom integrates technical solutions and supports Orange’s B2B activities in Africa, the Middle East and France:

– market knowledge (Markets & Moves B2B),

– marketing strategy (launch of B2B 4G offers in Congo),

– dedicated service solutions (Cloud Pro launch in Senegal),

– network infrastructure adaptation (Cloud Pro launch in Senegal),

– IT system upgrades (CRM, B2B…),

– major Orange Business Services projects (Order to Cash, major network rollouts, etc.).

Our ambition is make B2B a new growth path for Orange Group.

Our offers

Consolidate our positioning as the leading B2B provider.

Jean-Michel Garrouteigt CEO, Orange DRC

The quality perceived by the customer must be reconciled with the quality measured by our technical platforms. This is the prime goal of our Customer Experience Management (CEM) program in Orange Mali conducted with Sofrecom and CXMB. It helps us anticipate causes of dissatisfaction.

“Customer fidelity is constant preoccupation for all telecom operators. Our CEM solution addresses precisely this challenge, making it possible to define a coherent loyalty building strategy thanks to customer feedback of better quality collected at all touch points (customer service, shops, online).

We want to move from a reactive posture to a proactive one by exploiting more detailed real-time data revealing the status of our network and services.

In terms of quality of service, one objective is to reduce service reestablishment times by analyzing incidents better and faster and detecting network malfunctions as early as possible to avoid any user inconvenience.

The CEM system in Mali also aids operational marketing since it enhances our customer addressing tools and enables better targeted campaigns based on good knowledge of usages and needs.

One last objective of this program is technico-economic. In a fiercely competitive market we must improve the performance of our network. And we must know precisely its ability to handle traffic growth, and even identify zones where we could deploy new, profitable services.

In conclusion, the purpose of our CEM initiative is to interface our numerous tools to make them interoperable. We will then be able to efficiently compare

customer usage data with network data. Sofrecom’s CEM solution has given Orange Mali the ideal means of monitoring high-value customers and creating an alert mechanism based on specific customer criteria. It allows us to spot geographic areas with high customer potential and possible sources of dissatisfaction.

These new-found assets help us keep our promise of a better experience with Orange and are driving the success of our fidelity program.

We are making our customers our best promoters!”

Customer ExperienceAchieving complete control of the customer experience is a major challenge on which Sofrecom supports its operator customers, which notably include all Orange affiliate companies operating in Africa, the Middle East and Asia. The principal goals are to:

– determine the causes of user dissatisfaction (Customer Experience Tracking) and then take steps to remedy or eliminate them,

– ensure that customers enjoy a seamless multi- channel experience across all touch points, including

communication and marketing, retail outlets, on-line store, Customer Service, and technical interventions,

– improve the technical aspects of service excellence and reconcile quality metrics with what end-users actually perceive (paying particular attention to data service quality since this is vital for user uptake of future offers).

Orange’s objective in all its markets is have the highest Net Promoter Score for customer experience.

Making our customers our best promoters.

Jean-Luc Bohé, CEO, Orange Mali

Orange Mali chooses Sofrecom’s CEM solution

Digitize your customer relationshipDigitizing internal processes and end-user services is a major challenge for telecom operators and an important factor in combining economic performance with customer enchantment.

The average mobile subscriber uses three of all the possible touch points with his operator: mobile app, web, chat, telephone, store…

Sofrecom helps you achieve a seamless customer experience both upstream (definition of needs, business impacts, customer path) and downstream (delivery of software products or customized solutions).

Make sure your customers enjoy a fluid, immediate and efficient buying experience.

Our offers

Mobinil has a regulatory obligation to know the identity of all its subscribers. To comply and to allow the operator to differentiate itself through innovative mobile services, Sofrecom developed and deployed "Nomad Subscription", a complete software solution to digitize sales processes and enhance the customer experience.

“In a regulatory context becoming more restrictive, it was urgent to find a solution to register customer identities and also to reduce the risk of fraud.

Since this registration was a prerequisite for SIM card activation, it meant that without immediate registration at the time of subscription to our prepaid offers, our sale would be blocked! A solution based on paper forms was obviously out of the question. We needed a more global approach to digitize and fluidify our selling processes, improve all sales channels (our stores, telephone, itinerant points of sale, etc.) and allow the use of various devices (PC, smartphone, tablet). The new tool had to be easy and quick to install and compatible with the capillarity of our direct and indirect distribution networks and the heterogeneous IT equipment used in retail outlets.

Further, in this new full-digital age we could see the necessity of a reactive, evolutive and f lexible solution able to be integrated at various levels in our information system to activate new mobile services and allow a resolutely digital sales approach.

All these criteria led our IT and retailing experts to choose Sofrecom's "Nomad Subscription". The initial deployment was done very quickly by a specific Sofrecom team, with less than 7 weeks between the project kick-off and the first sale!

We now activate phones much more efficiently, an improvement that

consumers have noticed. Since its installation Nomad has also been added to our customer service user interfaces.

This mobile application will drive the enrichment of our offering, and first of all our "Mobicash" m-banking offer now accessible everywhere.

This excellent result is the result of close collaboration between Mobinil, Orange and Sofrecom whose experts were all totally committed to our success!"

Nomad Subscription: Sofrecom’s solution digitizes Mobinil’s sales processes

Boost your efficiency to improve the customer path.

Yves Gauthier CEO, Mobinil

Sofrecom is adapting the structures and skills of its agencies in Tunisia and Morocco and is creating a French-speaking IT services center able to provide top-level IT services not just for Orange but for other clients as well.

Working in partnership with software firms and Orange Group skill centers, Sofrecom’s promise to customers (Orange in particular) is to know how to operate their OSS/BSS solutions and assist their digital transformation.

By creating a premium near-shore production unit, Sofrecom contributes to Orange’s performance and provides a repository to capitalize its know-how.

Orange Tunisia has to compute the commissions payable to its distributors and retail outlets. This used to involve long and laborious calculations using information collected manually. Sofrecom analyzed the operator’s needs then deployed a solution that is reliable, evolutive and efficient.

“Our distribution network continues to expand quickly. With new concepts such as our “Approved Points of Sale”, commission calculations and verification take up lots of time, not least because the raw data have to be checked and collated manually. All this is very costly in time and resources, and our retailers are often irritated by late payment of their commissions.

Sofrecom provided effective support from the start of our program to transform and improve our collective performance.

Thanks to its “Drheam” methodology (meaning “Development of human relations and applications management”), Sofrecom proved once again to be the ideal partner. Its IT experts rapidly came up with a solution that automates commissioning computing and validation, reducing errors and delays.

Sofrecom Tunisia responded fully to our need for operational efficiency and reactivity. In addition to its advantageous geographic proximity, this Sofrecom affiliate paid close attention to our operational needs. It has good knowledge of retailing activities and sales force and distributor remuneration.

And its ability to audit our information systems is another asset.

Sofrecom integrated the REMOT software in our information system. This solution now manages our commissioning rules, prints a commissioning report for each retailer and provides a workflow to validate the commissions. We will create a portal for distributors later. The benefits of this highly flexible and evolutive tool have been spectacular: significantly reduced computing and validation costs thanks to an 80% reduction in the time between computing and approving the commissioning report and a 70% saving in the use of resources! And of course there are indirect benefits too, notably the satisfaction of our distributors, as evidenced by a sharp drop in claims.

We would now like Sofrecom to help us extend this system to compute the remuneration of our franchises and retails.”

“REMOT” industrializes Orange Tunisia’s sales outlet commissioning

A flexible, evolutive solution cuts the cost of commissioning management.

Didier Charvet CEO, Orange Tunisia

Sofrecom assures Third-party Application Maintenance (TAM) and develops services for Orange since more than 10 years

Late last year Orange France launched its Full Digital “digital acceleration and transformation” program which has several priority projects. Sofrecom participated in Newshop, a project created to renovate and develop the transactional and shop window parts of the Orange portal.

“We started Full Digital to accelerate and give new impetus to customer relationship digitization. The idea is to simplify the customer experience, accompany the customer better, provide multi-channel, multi-device paths - and simplify our processes. In particular, Newshop was started to transform our online store without any interruption in its intense commercial activity.

Faced with this daunting challenge, we called on Sofrecom to organize the Newshop roadmap. Twelve digital experts from Sofrecom were involved in the three main aspects: Newshop project management office, supervision of important tasks (resources selection/follow-up, budget, planning), and

writing of functional specifications for customer paths (identification of businesses needs, functional specification, supervision of deployment and service launch).

Sofrecom understood our needs perfectly. They quickly assembled a group of consultants who joined the Orange project team. Throughout 2014 they jointly integrated the new paths in the online store along with the new sections and offers.

Sofrecom continues to assist us today to deal with new challenges on the store, bringing real value by defining and managing our structuring projects.”

Sofrecom helps Orange France transform its digital stores

Sofrecom assists Orange Group’s digital transformationTo remain competitive, operators must react quickly to disrupting changes in their markets. Today digital makes all the difference.

Sofrecom is helping Orange to develop value-added services:

– Services: multi-device delinearization of content and associated platforms (OCS, Deezer, Dailymotion), money transfer (Orange Money) and contactless payment,

– M2M: healthcare management (mHealth), smart cities (smart home, smart transport, smart energy, smart agriculture) and the Internet of Things,

– Customer relationship digitization: digital commercial relations (NewShop), care (100% selfcare), management of high-value customers (Orange Parnasse mobile app), AMEA e-commerce program, mobile user digital experience enhancement (Digital Mobile First Interactions program).

Our offers

Add new paths, new sections and new Orange offers to our online store.

Laurence Thouveny Customer Relation Director

Orange France

a revamped portfolio2015

Make it possible

Make the difference

Drive excellence

Without breaking

the bank

Managing change

in an open mode

Customer experience– Value marketing– E2E QoS– Customer policy– Omni channel

B2B approach– Cloud services– SoHo / corporate

Big Data– BI, security

Consolidation– MNA Integration– Post merger integration– MVNO

Change management– Capacity Building– Transformation

Open innovation– Orange Alliance– Start up ecosystem

Operation performance– Infra. Sharing– Portfolio simplification

VMA– For operators– For vendors

TPAM / IT Services Center

Infrastructure– Datacenter– Virtualization– Security

Digital transformation– Digital strategy (OTT)– 4G / Data monetization– E-commerce / E-care

Digital services– M-banking– E-Gov– Smart cities– E - s e r v i c e s ( M-B i r t h , M-Health, M-Education, etc.)– 4G / Data monetization– E-commerce / E-care

Network transformation– Broadband network– RAN renewal

OSS-BSS solutions

Business fundamentals– Market Intelligence– TTM product cycle– Customer Service– Distribution

IT transformation– Master Plan– Transformation PMO– System integration

Sofrecom, an Orange subsidiary, has developed over 45 years unique know-how about operator businesses, making it a world leading specialist in telecommunications consultancy and engineering.

Its experience of mature and emerging markets, combined with its deep understanding of the structuring changes affecting the telecoms market make it a valued partner for operators, governments and international investors

In recent years, 200 major players in over 100 countries have entrusted strategic and operational projects to Sofrecom: transformation and optimization, technological modernization, innovation and development. Its privileged access to Orange Group’s vast resources and innovations enables Sofrecom to propose proven, avant-garde solutions.

Sofrecom’s strength lies partly in its diversity, with more than 1,500 consultants and experts of 30 nationalities working in 11 agencies around the world.

Sofrecom’s Know-How Network is also the guarantee of a transfer of know-how, skills and expertise for sustainable transformation based on internationally certified methodologies.

Sofrecom is above all a network of men and women, a powerful network of know-how and expertise which ties its personnel to customers, Orange experts, and industrial and local partners.

About Sofrecom

Our offices

Local offices

Customer

Our offices

EUROPE

Sofrecom S.A.24, avenue du Petit Parc94307 Vincennes Cedex, FranceT + 33 1 57 36 45 00ldcontact.sofrecom@sofrecom.com

Sofrecom PolskaGrojecka, 502-019 Warszawa, PolandT + 48 22 543 46 00dominique.foucher@sofrecom.com

MAGHREB

Sofrecom Algeria6, rue des frères Kadri - HydraAlger, AlgeriaT + 213 21 60 70 67abderrahmane.arfa@sofrecom.com

Sofrecom Services MarocTechnopolisBâtiment BO - 2e étage11100 Sala Aljadida, MoroccoT + 212 5 37 27 99 00driss.katif@sofrecom.com

Sofrecom TunisieImmeuble MatrixRue du Lac ConstanceLes Berges du LacTunis, TunisiaT + 216 71 162 800siwar.farhat@sofrecom.com

MOYEN-ORIENT

Sofrecom Dubai et QatarDubai Internet CityBuilding 3, Office 103P.O. Box 500425Dubai, United Arab EmiratesT + 971 4 446 4792abdelkader.dali@sofrecom.com

Sofrecom JordanOffice Orange JordanCity CentreJabal Amman 1st circlePost Office Box 168911118 Amman, JordanT + 962 775 22 09 99abdelkader.dali@sofrecom.com

ASIE

Sofrecom IndonesiaGraha Aktiva, 4th floorJI. HR. Rasuna SaidBlok X-I Kav.3Jakarta 12950, IndonesiaT + 62 21 52920350thierry.dubois@sofrecom.com

Sofrecom ThailandZuellig House, 5th Floor1-7 Silom Road, Silom, Bang RakBangkok 10500, ThaïlandT + 66 2 784 7999herve.cortada@orange.com

AMÉRIQUE

Sofrecom ArgentinaReconquista 609 - C1003ABMBuenos Aires, ArgentinaT + 5411 45 15 90 00adrian.hettema@sofrecom.com

Sofrecom in the Silicon ValleyPascale VieljeufT + 33 1 57 36 45 00pascale.vieljeuf@sofrecom.com

Sofrecom S.A.: 24, avenue du Petit Parc - 94307 Vincennes CEDEX - France. www.sofrecom.com Communication Department: Maria Lavayssière, Valérie Thévenin. Photographies: Thinkstock. Sofrecom, S.A. €18,340,000 equity capital, Company reg. no. (Creteil) 672,004,660

The content of this document is restricted exclusively to Sofrecom customers and staff and shall be used only for the purpose for which it was provided. Sofrecom reserves the right to make changes and improvements to this document or to withdraw it at any time without notice.