Services & Tech
The services community: turning customer assistance into a sales driver
A self-training and community platform for Orange store advisers: step-by-step tutorials, quizzes, learning paths and a serious game, on a decoupled Drupal connected to the information system.
Context
Service as a real sales driver in store.
As part of its “Essentiels 2020” strategic plan, Orange wanted to digitise the coaching, steering and upskilling of its store teams on assistance, customer support and after-sales service. The challenge went beyond training: showing that assistance and service are real sales drivers, and turning every act of assistance into a sale and into customer satisfaction.
Our answer: the services community, a platform available from the intranet and from the internet, built on self-training and exchange between advisers rather than on mandatory modules. It was rolled out with a field coaching partner, whose coaches helped stores get started.
The platform
What an adviser finds there.
Step-by-step tutorials
Testing and troubleshooting a phone, transferring data, fixing a fault: every assistance task broken down into steps, with screenshots, tips and the sales follow-up to offer the customer.
Quizzes
Multiple choice, matching, ordering: short, corrected questions to practise in ten minutes and check what has been learnt.
Learning paths
Modules follow one another by theme, everyone tracks their progress, and field coaches see where their store stands.
A community
Forum, news and documents: advisers ask their questions, share their answers, like and bookmark the content that helps.
Games and rewards
A serious game on customer relations, points, challenges and contests: a reason to come back rather than an obligation to follow.
A toolbox
Practical sheets, guides and order tracking, in the same place as the training.
The services community
Screens designed for the store.
Sign-in, news, forum, tutorials and contests 
Home, search, quizzes and contests
The architecture
A decoupled Drupal at the heart of a connected system.
Headless Drupal
Drupal serves as the API platform for the Angular web application and for the iOS and Android apps; search relies on Elasticsearch.
Identity and customer relations
Single sign-on and a link to the stores' CRM: every adviser is attached to their store and finds their learning paths.
Serious game
The game modules, run on a specialised platform, are connected by API: scores and progress flow back into the adviser's learning path.
Orders and rewards
Equipment orders and logistics through the dedicated platform, and a gift management API for challenges and contests.
Steering
Indicators feed Tableau Software: platform usage, field activity and sales results, store by store.
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