On-the-go coverage quality App for Orange Belgium’s corporate customers

CUSTOMER USE CASE

Today, we talk to Renato and Emmanuel from Orange Belgium. They present us their latest EQual One use case implementation, an on-the-go coverage quality app for their corporate customers.

WHAT IS THE LATEST EQUAL ONE USE CASE IMPLEMENTED BY ORANGE BELGIUM ?

At Orange Belgium, we are continuously working to improve the coverage of our network. In particular, for our business customers, we want to offer optimal network coverage inside their buildings and facilities. In that respect, it is essential to obtain an early indication of the coverage quality at the customer premises. It helps us to quickly assess the current situation and to decide whether a specific indoor solution is required. We want our pre-sales to be able to make such preliminary coverage checks from the first contact with their customers and prospects. Indeed, the idea is thus to provide our colleagues with a user-friendly mobile app that allows them to easily perform on-the-fly coverage spot-tests while they are on a visit. The CBM*solution was recognized as a perfect basis for such application.

CBM: Customer Based Monitoring is the Orange solution using V3D’s EQual One technology.

CAN YOU EXPLAIN HOW YOU IMPLEMENTED THIS USE CASE ?

With the help of the Orange CBM Skill Center, a stripped-down SDK-based version of the CBM application was developed. It is directly inspired by a similar development made by Orange Poland. We equally named it “Orange Pro Business”. It is a single screen app with a limited number of functions, among which the button “START TEST”:

  1. One button to start a speed-test (Data HTTP): download & upload.
  2. Possibility to type a free text as a reference (e.g. “main offices front hall”). This text serves to qualify the test which is about to start.
  3. When the speed test is completed, the measurements are collected (radio signal strength / throughput / latency) and the application applies an algorithm to calculate a final score. The score varies from 0 (failed) to 5 (very good) and is displayed on the same screen immediately after the test.

The collected test details are retained by the app for further reference or archiving (they can be displayed thanks to an “History” function with a map service which pinpoints the test location). In the backend, the CBM infrastructure operates as usual. A dedicated “scenario” has been defined for this use-case. It only includes the “OCM” mode, Data HTTP speed-test and a survey function for the free text.

The key success factor for this use-case was the ease of use.

WHAT ARE THE BENEFITS TO USE AN AGENT BASED SOLUTION COMPARED TO OTHER TRADITIONAL METHODS AVAILABLE AT ORANGE BELGIUM ?

On one hand, operating the application needed to be a no-brainer, one-click experience and on the other side, the access to the collected measurements had to be just as straightforward. The interpretation of the collected measures (the coverage quality at the location) also needed to be as simple as possible.

The benefits of this use-case are thus the time saving and the better planning.

Orange Pro Business is now available for all our (pre-)sales reps and our business partners. They can install it on their smartphone (Android) or they can use a device from a pool of dedicated devices. The application has indeed been installed on a fleet of dedicated light-weight devices (Famocos), distributed to the various teams.

Renato Ronchetti_Orange Belgium

Renato Ronchetti

Program Manager for Customer Experience - Orange Belgium
Emmanuel Lyriou_Orange Belgium

Emmanuel Lyriou

B2B Process & Quality Manager - Orange Belgium