5,000 customer advisors use OMEGA, the ORANGE cell phone order-taking application.
This application is interfaced with several other applications: billing, technical (for SIM cards), and others…
Given the relatively high internal and external turnover, ORANGE has to train around 500 new users every year.
Training used to take place on a classroom basis.
However, maintaining a complete and complex academic environment was both restrictive and costly for ORANGE.
In addition, it was not possible to show the user the entire end-to-end process, due to the interfaces and workflows with other applications.
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 the signing of a quotation.
Training courses are now based on this simulator, and continue to be carried out face-to-face.
The gains were immediate:
Significant financial and environmental gains were made.
