Case Study: Orange achieves faster service and higher customer satisfaction with Q-nomy's Q-Flow

Orange - Customer Case Study

Orange, the flagship telecommunications brand of France Telecom, faced rapid international expansion of its shops and service centers in the early 2000s. That growth exposed shortcomings in legacy queue systems and forced costly manual monitoring: corporate reporting, enterprise integration, executive decision-support and marketing use of customer-flow data were all limited or impossible with existing tools.

Q-nomy deployed its Q-Flow enterprise queue-management solution (software, hardware and services), integrating kiosks with CRM, SMS notifications and digital signage to enable real-time remote monitoring, standardized reporting and targeted marketing. The result: branch managers gained control of service levels and staffing, workloads became data-driven for optimal scheduling, and customer experience improved—surveys show reduced perceived wait times, 73% reported reduced waiting time, 78% better customer experience, 100% easier reporting and strong preference for Q-Flow among agents and managers.

Orange

Ami Brenner

Regional Orange Centers Manager