Orange Poland Uber-izes telecom with Orange Flex

March 23, 2020*: Orange Poland, the third largest operator in the Orange group after France and Spain, is handling two major transformations in parallel: To better address its legacy customers, and to capture a new customer segment with choice, simplicity and freedom.

Orange Poland, the third largest operator in the Orange group after France and Spain, is handling two major transformations in parallel. To better address its legacy customers, the CSP built an integrated, omnichannel fixed, mobile and convergent front end for sales and care. Alongside this legacy transformation, Orange Poland decided three years ago to design a dedicated digital offer named “Flex” which aims to capture a new customer segment with choice, simplicity and freedom.

Rather than reinventing legacy processes, the Orange Flex team adopted customer experience standards from digital players such as Revolut and Netflix.

'Orange Flex is contract, bill and shop-free.' “With Orange Flex, you just download the app, choose your offer, take a picture of your ID, take a selfie, and you become a Flex customer. No need to go to the shop and talk to the agent, everything is done through the App instantly. There are no more invoices; your payment method will be debited in real time for any purchase…No more ties; it’s over with the two-year contracts; you can leave whenever you wish. It’s freedom,” Fallacher said.

A unique aspect of the Orange Flex customer experience is that it allows customers to transfer data balances with friends and family and add music and video streaming passes, all in one click through the app.

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