Orange has decided it’s time for a change and has announced a new strategy that it hopes will mean improvements in everything from its network to its sales staff.
Here’s the summary of what’s happening from Orange:
â€¢ new customer service strategy implemented including 500 new customer- facing roles in UK customer centres & shops; launching new contact options including IM, web and in-store service; stopping off-shore customer service expansion
â€¢ Retail expansion plans to reach 400 stores plus new on-line virtual shop
â€¢ new investment in 2G and 3G network quality and coverage
â€¢ new super-fast network to go live in 2009 offering speeds of up to 14.4mbps
â€¢ new â€œtotally connectedâ€ product line â€“ including laptops – to build on fixed & mobile broadband capabilities
â€¢ focus on stopping duplication which is likely to result in reduction of up to 450 roles
Being a network nerd, I’m particularly happy to see UK operators aiming to get speeds up to some of their international rivals (although it’s worth noting that there’s still a lack of handsets available that can cope with 14.4Mbps). I suspect, however, others will be more excited by the promised improvement in customer service.