Orange Business Services: Getting Tangible Results from Outsourcing

Issues & Challenges

Orange Business Services provides network and information technology business services in over 220 countries and territories, with teams located in 166 countries. Orange Business Services helps multinational corporations and small and medium sized enterprises with their network and IP requirements. As the leading global communications solution provider, the company is constantly expanding, resulting in the need to strengthen its support services, specifically in the area of Managed Network Support Services and Field Services. Furthermore, existing support does not have any specific service level specifications in place.

The Objective

Outsource mission-critical but non-strategic IT operations such as administrative functions and service-desk support to ensure proper support in Managed Network Support Services and Field Services systems.

The MATADOR Solution

A total outsourcing solution to handle, administer, and resolve all IT related activities for Managed Network Support Services and Field Services systems.

• High-level primary systems engineers are based on-site permanently, taking ownership of end-user and infrastructure support. Responsibilities include resolving technical issues, preparing reports and statistics for the management, project management, escalation management and asset management. Designated secondary systems engineers will be deployed in the event that the primary systems engineers are unavailable or require additional support.

Benefits

• Increased Productivity
  By leveraging MATADOR's resources, infrastructure and expertise, Orange is able to focus on their core competencies and deploy in-house resources to more strategic initiatives.
• Improved Level of Service
  Due to an increased focus on service management, Orange is able to deliver more consistent service at higher service levels.
• Easier Management
  Orange can benefit from easier management with a centralized Service Desk and a single service level agreement (SLA).
• Reliability
  The SLA guarantees back-up support and ensures proper and prompt service delivery, resulting in reduced downtime and high efficiency.
• Financial Control
  Outsourcing gives Orange the ability to control and avoid operational costs. The "shared risk" business model between Orange and MATADOR means that should a project exceed the originally approved budgeted time, MATADOR will take on the project at their costs. This allows Orange to be reassured of cost control.

Results

• Higher Performance
  The company's high performance is evident as they were recently named Best Global Operator and Best Mobile Operator at World Communication Awards 2008. They are also placed in the leaders quadrant in Gartner Inc's Magic Quadrant for Global Network Service Providers.
• Lower Costs and Higher Revenues
  Outsourcing has enabled the company to grow and to operate more efficiently and profitably. Orange reported solid third quarter financial results in 2008 and maintained growth in mature markets.
• First Rate Service
  As distractions are few to none, Orange's professional service experts are able to focus on delivering the right solutions to meet their customers' needs. This has yielded tangible results. The company's website states that "Orange Business Services received the World Record Award from Telemark as the operator who has contributed the most to "raising the bar," driving up customer satisfaction to levels that exceed the previous record. In addition, Orange Business Services is recognized by Telemark with seven Gold Awards for outstanding levels of satisfaction."

The MATADOR Experience

 

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