Case Study: Orange Spain improves customer satisfaction and cuts operational costs with TechSee

TechSee implementation improves customer satisfaction and dramatically reduces operational costs at leading CSP

Orange Spain, a leading communications service provider, faced a challenge with high call volumes and operational costs following the successful launch of new Smart Home and fiber services. The increased demand for technical support, particularly for installations and configuration, was driving up the rate of expensive technician dispatches. The company sought an innovative solution to support its growth while boosting customer satisfaction and reducing costs.

To address this, Orange implemented TechSee’s Visual Assistance solution. This web-based technology allowed contact center agents to see through a customer's smartphone camera and use augmented reality tools to guide them through resolving issues remotely. This solution enabled agents to handle problems like cabling, disconnections, and equipment setup that previously required a technician visit. The implementation resulted in a significant reduction in operational costs and technician dispatch rates, a higher first contact resolution rate, and improved customer satisfaction. TechSee has now been deployed to 1,000 agents across all four of Orange Spain's technical support centers.

Orange

Agustin Martin Mayo

Provisioning & Robotics Director