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:
• 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
• Retail expansion plans to reach 400 stores plus new on-line virtual shop
• new investment in 2G and 3G network quality and coverage
• new super-fast network to go live in 2009 offering speeds of up to 14.4mbps
• new “totally connected†product line – including laptops – to build on fixed & mobile broadband capabilities
• 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.