Case Study: Orange achieves dynamic, interactive customer insights and greater business impact with Infotools

The Color of Transformation - Customer Case Study

Orange, a global telecommunications leader, faced a problem: its Market Research team was delivering slow, static, centrally produced reports that local markets found irrelevant, costly and hard to use—hindering Orange’s Essentials2020 “human first” strategy across 30+ countries. To shift from rear-view reporting to timely, actionable insight, Orange partnered with Infotools and adopted Infotools Harmoni to re-think how brand and customer data were shared and used.

Working with Infotools, Orange built the Power Station on Infotools Harmoni — a self-serve, interactive reporting platform (Brand Power Station and Customer Experience Station) with integrated text analytics and automatic translations. The result: data is delivered in days rather than weeks, local teams can self-serve (the platform meets the target of answering ~70% of in-country questions), open-ended question use has tripled on the same budget, ad hoc requests have fallen, and freed resources have been reallocated to higher-value strategic analysis.

Orange

Russell King

Director of Group Brand & Customer Experience Research