Orange Assistance’s CRM

orange Customer’s presentation Client’s needs and context

Orange Assistance is Orange’s (ex-France Telecom) subsidiary dedicated to services for individuals and specialized in IT support. It proposes the following kinds of services:

  • Installation, entry into service
  • Assistance
  • Troubleshooting
  • Initiation and training

In particular, it realizes deliveries of livebox installations at individuals’ homes.

Orange Assistance wished to fully revamp its billing and collection system.

This billing and collection system is used by the technicians at the end of service deliveries of livebox installations at individuals’ homes.

Several hundreds of interventions on livebox are billed and collected daily on the portal by the technicians.

  Solution developed by TEKLIKO

TEKLIKO developed the Orange Assistance’s CRM web interface for its business conduct and customers claims:

  • Secure and multi-user web interface
  • Differentiated access rights management: technicians, team leaders, customers/claims service, Orange Assistance managers
  • Interfacing with Orange’s IT system: recovery of orders taken from the different sales channels, transfer of invoices and billings to Orange’s accounting (clients and general), recovery of invoices and tax certificates
  • Interfacing with providers for the operational follow-up

Moreover, TEKLIKO ensures the hosting (applicative cluster/high-availability data, CFT client server, security), as well as the maintenance and a monthly user support service delivery, thanks to the installation of Objectwiz inside of Orange Assistance’s applicative server.

TEKLIKO has also realized the evolutions on portal, namely the livebox inventory management as well as the subscription offers management.

Secure connection page Homepage with access to menu, statistics and manuals
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Creation and modification of payment coupon Research of intervention form
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