Case Study: Orange Sierra Leone achieves shorter wait times and a seamless customer journey with Wavetec

Orange Sierra Leone Optimizes Their Customer Journey with Wavetec

Orange Sierra Leone needed a way to better manage customer flow in its physical branches across the country, while also moving away from paper tickets and improving reporting from a central location. The telecom provider turned to Wavetec for a digital queuing and self-service approach that could use customers’ mobile phones instead of printed tickets.

Wavetec implemented a virtual queuing solution across 8 Orange locations in Sierra Leone, combining web ticketing with Orange’s SMS gateway and digital signage. The result was shorter wait times, lower customer churn, improved satisfaction, lower operating costs, and better staff allocation, while also enabling a more contactless and paperless customer journey.

Orange