2008-07-29 08:03:10 -

www.satmetrix.com - Satmetrix Michelle Schofield, 650-227-8417 (office) 650-245-6650 (mobile) michelle.schofield@satmetrix.com or Satmetrix EMEA Karine Del Moro, +44 (0)845 371 1043 (office) +44(0)7534 930 683 (mobile) karine.delmoro@satmetrix.com Satmetrix, the leader in enterprise customer loyalty solutions and co-developer of Net Promoter(R), is enabling Orange Business Services to recognize its mission to provide customers a

unique experience at every interaction.

With over 29,000 employees, Orange Business Services serves customers in over 220 countries, providing an extensive range of telecommunication services including telephony, email, instant messaging, conferencing, mobile phones and devices, roaming, wi-fi, and more. Driven by the vision of CEO Barbara Dalibard, Orange Business Services launched the Outstanding Customer Experience Program in 2006 to establish a competitive differentiator by creating a customer loyalty-focused organization.

"Orange Business Service was first in launching a customer-centric approach with the Outstanding Customer Experience program. We have launched several targeted action plans to improve our customer loyalty," said Alexandre Gouvea, senior vice president customer services and operations at Orange. "Both market analysts and customers have recognized our progress and results. Utilizing Satmetrix, we are further renewing our focus by keeping the customer at the center of everything we do."

Using Satmetrix for Account Management, the OCE was able to quickly gain momentum by integrating customers' feedback into its account management practices and providing its customer facing organizations, namely sales teams and account management teams, real-time insight and the ability to take action to create a closed-loop process. In addition, Satmetrix helped Orange identify and prioritize 18 key corporate initiatives to improve customer experience for all customers.

The OCE program has not only provided key customer insight leading to enhanced customer service and satisfaction, but has resulted in accelerated revenue growth and improved order volumes. Research performed by Mainstay Partners found that the OCE has delivered 150 percent improvement in order volumes for its most loyal customers and 25 percent improvement in "on time first bill presentment." In addition, the program has achieved several industry awards including the "best Global Operator" for the last two years at the 2007 World Communications Awards.

"Global companies like Orange are proving that attention to customer loyalty can result in increased revenues and improved share holder value," said Richard Owens, president and CEO, Satmetrix. "When a customer-centric culture is driven from the CEO level, it permeates the organization and has measurable improvement across all customer facing areas."

To read the complete Orange Business Services success story please visit. www.satmetrix.com/casestudies/obs.htm

About Satmetrix

Satmetrix is the leading global provider of on-demand software applications and consulting services to measurably improve customer loyalty and link these results to financial benefits. As the co-developer of Net Promoter(R), the company's solutions enable companies to gather trustworthy data on customer experience, derive actionable insights, integrate this information into the daily work flow of employees and establish an ongoing dialogue through online customer communities. The company has deployed more than 700 enterprise solutions in 40 languages. For more information, visit www.satmetrix.com, or call 1-650-227-8300 in the US or +44 (0) 845-371-1040 in the UK and Europe.

Satmetrix and the Satmetrix logo are registered trademarks of Satmetrix Systems, Inc. Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

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