Support and empower Orange users
Shortways made it possible to train users during the deployment of the ERP thanks to messages directly integrated into the ERP. And today, we’re helping new users get to grips with the tool.
Context & Stakes
Empower users through contextualized communication and training
Empower users through contextualized communication and training
Orange has over 142,000 employees and more than 259 million customers in 26 countries.
In its way to digitalization, Orange first deployed Oracle Fusion ERP in 2017, and then in 2019 the Supplier Portal. Finally, the Ivalua tool in 2020, impacting the purchasing department, the business units and the finance department.
Today, Orange wishes to offer a qualitative customer experience allowing autonomy by providing 24/7 support to its users.
These projects present 3 stakes:
- Support and train the different user populations on an ongoing basis to make them independent,
- Apply targeted communication and analyze its impact,
- Relieve the load of the user support team.
Solution
Integration of the Shortways Assistant in the ERP, and continuous enrichment of help content to support users
Support for different user populations
Orange chose to integrate the Shortways Assistant in Ivalua and Oracle ERP Cloud, to custom its support according to the user’s profile. Orange then enriched the functionalities over time.
To do this, Orange used almost all the functionalities of the Shortways tool:
- Interactive step-by-step instructions to accompany a new use or to remind users of the manipulations
- Contextual helps, in French and in English, related to the business instructions
- Contextual FAQs, to integrate business documentation directly into the ERP
- Notification bubbles as a relay of information, for example when changing head office or quarterly upgrade
- The reporting feature to track and analyze the impact of published content
Benefits
- Improvement of the employee experience on the software
- 24/7 user support
- Relief of the support load
Supporting and empowering users, improving the efficiency of support and communication
Since 2017, Shortways has helped improve support and training on a daily basis.
In 2 years, the number of incoming emails to the Supplier Relations department has been halved, while the number of digitalized suppliers has increased tenfold.
The Shortways Solution has made it possible to cover the support needs of occasional and seasonal users.
Communication has been improved thanks to the targeting of Shortways helps.
« Shortways made it possible to train users during the deployment of the ERP thanks to messages directly integrated into the ERP » concludes Emmeline Aliaoui, Digital project manager / Finance Direction for Orange.
Download the Orange customer case
Find detailed customer cases of the Orange and Shortways collaboration
Supplier Portal :
Shortways has been an adhesion accelerator for our various population of suppliers on this Portal. By contributing of the suppliers’ empowerment, Shortways allowed the Suppliers Relations department to halve its incoming e-mail flow.
Procure-to-pay :
Shortways contributed to train users during the deployment of the ERP thanks to messages directly integrated into the ERP. And today, we can help new users get to grips with the tool.
Sourcing:
Shortways is a user-frinedly tool that provide quick, direct and immediate help to our internal and external users
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