Case Study: Orange streamlines omnichannel customer journeys with Synerise

Orange boosts omnichannel conversions and app acquisitions with Synerise, lifting assisted activations by 26%

Orange Polska, a leading telecommunications provider in Poland, faced the challenge of connecting the different stages of its customer purchase process, which often started in a brick-and-mortar store but was finalized online. This disconnect made it difficult to provide a seamless omnichannel experience and to attribute sales correctly. To address this, Orange collaborated with Synerise to integrate its offline and online channels.

Synerise implemented a solution using its platform's Automation and Dynamic Content modules. This enabled Orange sales consultants to send a customer's in-progress purchase offer via email, allowing the customer to complete the transaction online at a later time without losing the history of the interaction. The Synerise platform also tracks the source of the transaction, ensuring the original sales consultant receives credit. Additionally, the system identifies customers without the mobile app and allows consultants to prompt them to download it. This strategy resulted in 26% monthly acquisition in human channels for app activations and allowed 14% of customers to complete their purchase through the online path.

Orange