Orange is accelerating the digitalization of its offers in Africa and the Middle East
Orange (www.Orange.com) wanted to meet the expectations of its customers by accelerating its digital offers in several countries in Africa and the Middle East. Many customers are becoming more digitally minded, a trend that has accelerated due to the Covid crisis. For example, Orange’s mobile data traffic increased by 30% between 2020 and 2021.
People want to see and hear each other when apart, stay in touch with their communities through social media, share and express themselves, exchange, access knowledge online, make life easier and be entertained.
In this context, Orange is adapting and transforming its organization to create a “Digital Factory” which will develop and extend its digital offer in several countries.
- The “My Orange” multi-service mobile application to easily manage mobile and landline contracts
Launched in 2016, this free application is available on iOS, Android and as a web app in 17 countries and allows you to subscribe to voice and data offers, transfer money, check your balance, etc.
Since 2021, it has been enriched with the “My Place” service, available in 8 countries, which offers entertainment content (films and series, games, music, news, etc.).
This practical and customizable application now has more than 13.5 million users.
- E-shops to buy your mobile online
In 12 countries, customers can order their mobile phone and various telecom and internet accessories online. And in March 2022, Orange Cameroon created a Business space allowing professional customers to access a catalog of dedicated offers.
- 100% digital offers to meet the growing needs of users
In Ivory Coast, Orange launched in June 2021 a fiber offer exclusively for online subscriptions. This convergent fiber offer, intended for individuals and professionals, allows you to place an order without going to an agency or contacting a sales representative. The customer obtains his installation in less than 72 hours with a single intervention by the Orange technical team for delivery and installation.
In Jordan, Orange launched “Jood” in June 2022, which is a new offer providing more data, with a 100% digital customer journey, from order to delivery, including all assistance.
Similar offers are planned soon in Egypt, Côte d’Ivoire and Senegal.
- Chatbots: from assistance during a purchase to identity validation
To enrich its customer relationship channels, Orange has developed 21 bots available in 11 countries in Africa and the Middle East: Morocco, Jordan, Senegal, Guinea Conakry, Guinea Bissau, Ivory Coast, Cameroon, Burkina Faso, Egypt, Tunisia, Mali.
These bots are accessible via the web portal, WhatsApp, Facebook Messenger, Twitter and the My Orange application. Initially designed for information purposes (consultation of your offer, voice and data balance, etc.), chatbots are now evolving towards transactional services (money transfers, recharges, etc.). In Guinea, Cameroon and Jordan, you can now purchase products and services through the chatbot in addition to receiving customer support.
Orange also plans to develop voicebots in local languages to meet the needs of all populations.
Finally, in Cameroon, there is a WhatsApp chatbot that facilitates the collection of identity documents from customers by taking a photo using their smartphone.
This digitization of offers has also been applied to the B2B segment to develop “self-care” tools for professional customers.
Orange is present in 18 countries in Africa and the Middle East and had 139 million customers as of June 30, 2022. With 6.4 billion euros in revenue in 2021, Orange MEA is the main growth area of the Band. Orange Money, with its mobile money transfer and financial services offer, is available in 17 countries and has more than 70 million customers. Orange, a multi-service operator and leading partner in digital transformation, brings its expertise to support the development of new digital services in Africa and the Middle East.
Distributed by APO Group on behalf of Orange.
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Orange is one of the world’s leading telecommunications operators with revenue of 42.5 billion euros in 2021 and 137,000 employees worldwide as of June 30, 2022, including 76,000 employees in France. The Group has a total customer base of 282 million customers worldwide as of June 30, 2022, including 236 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also one of the world’s leading providers of IT and telecommunications services to multinational companies under the Orange Business Services brand. In December 2019, the Group presented its “Engage 2025” strategic plan, which, guided by social and environmental responsibility, aims to reinvent its operator model. While accelerating in growth areas and placing data and AI at the heart of its innovation model, the Group will be an attractive and responsible employer, suited to emerging professions.
Orange is listed on Euronext Paris (symbol ORA) and on the New York Stock Exchange (symbol ORAN).
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