Case Study: Orange Business Services achieves a unified, carrier-grade customer experience with ServiceNow

Orange Business Services powers the customer experience with ServiceNow

Orange Business Services, a Paris-based telecommunications and IT services provider with 25,000 employees, needed to deliver an integrated, carrier-grade service experience across complex, multi-vendor customer environments and support more than 180,000 customers worldwide. The IT organization faced the challenge of simplifying management of heterogeneous infrastructures while enabling reliable, scalable digital transformation for its clients.

By standardizing on the ServiceNow Now Platform (ITSM and ITOM), Orange Business Services unified global service delivery onto a single portal and automated digital workflows that manage over 1 million incidents a year. The solution created a multisourcing service integration model, cut more than 3,000 customer calls per month, streamlined operations, and set the stage for expanded self-service and collaborative customer co‑design.

Orange Business Services

Marc Desmots

IT Architect