Discover Frédéric Ghirardi : an Orange Employee
Find out Frédéric Ghirardi's portrait, Ordering, Delivery and After-Sales Director, at Orange since 2016.
My job at Orange
Deliver the best possible customer experience in the areas I deal with: new subscriptions and customer assistance. With a team of about 100 people, and in coordination with Marketing, Network and Orange departments, this means making sure that our customers benefit from optimal support for mobile and Internet offers, however they choose to contact us (website, My Orange app, social networks, telephone or in store). At the same time, we provide Orange employees with tools that enable them to support our customers for the end-to-end use of our offers and services, from order taking to assistance.
To meet our customers’ expectations, we have changed the way we address them through a prevention approach.Frédéric Ghirardi , Ordering, Delivery and After-Sales Director
Working in a digital age
Digital gives customers more autonomy to change their smartphone, enrich their services with a TV package or resolve any problems: via our online shop, customer space, self-care, online assistance and diagnostic tools which were up until now only used by call centres...
Customer experience: prevention is better…
We have changed the way we satisfy our customers: in addition to accelerating the way we solve problems, we also want to avoid them. In this sense, we’re working to eradicate the sources of the problem, from the way our products and services are designed to all stages of their later use. One example is the Livebox4: our recommendations have led to a higher quality socket and better self-diagnosis and self-repair functions.
Big Data, big results
We focus on placing the customer at the heart of our business: and we don't just talk about it, we make sure it is reflected in our daily actions and KPIs. For example, we evaluate customer perception and satisfaction through surveys that help us continuously improve.
My 3 priorities for 2017
- Detecting areas where our broadband network is more fragile in order to concentrate our investments, we call it the" root causes of dissatisfaction.
- Improving the reliability of our malfunction diagnosis tool to make it more accurate.
- To study, on the one hand, how Artificial Intelligence could make our customer contacts simpler, faster and more effective and on the other hand how to integrate video use to visualise installation and improve diagnostics for customers.