Orange replaces the order-taking school base with a simulated school base
of CAC 40 customers referenced by UGAP
of users
business applications for a single customer
country
Context
5,000 customer advisors use OMEGA, the ORANGE cell phone order-taking application.
This application is interfaced with several other billing, technical (for SIM cards), and other applications ...
Given the relatively high internal and external turnover, ORANGE has to train around 500 new users every year.
Training was provided on a classroom basis.
However, maintaining a complete and complex classroom environment was both restrictive and costly for ORANGE.
In addition, it was not possible to show the user the entire end-to-end process because of the interfaces and workflows with other applications.
Solutions
ORANGE asked Knowmore to design a "simulated school base" reproducing some thirty OMEGA business processes, while giving the learner the impression of being in the real application.
Knowmore worked with K-STUDIO to design and deliver 100% realistic training content, right up to the simulation of signing the quotation.
Results
Training courses are now based on this simulator, and continue to be carried out face-to-face.
The gains were immediate:
- no more database constraints,
- ability to show the user an end-to-end process,
- infinitely replayable use cases.
Significant financial and environmental gains have been made.
Any questions?
You need to support hundreds or thousands of users on an application, you want to train them at very short notice, you're looking to reduce support costs, you're on the lookout, you have a project or you'd like to find out more?
