Orange is one of the world's leading telecommunications operators with sales of 40,9 billion euros in 2016 and 154,000 employees worldwide at 31 March 2017, including 95,000 employees in France. Present in 29 countries, the Group has a total customer base of 265 million customers worldwide at 31 March 2017, including 203 million mobile customers and 19 million fixed broadband customers. Orange is also a leading provider of global IT and telecommunication services to multinational companies, under the brand Orange Business Services. In March 2015, the Group presented its new strategic plan "Essentials2020" which places customer experience at the heart of its strategy with the aim of allowing them to benefit fully from the digital universe and the power of its new generation networks.
Orange is listed on Euronext Paris (symbol ORA) and on the New York Stock Exchange (symbol ORAN).
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In France ORANGE is the leading Mobile Network Operator with some 700 stores across the country.
In 2015, ORANGE's invoicing and fraud/debt-recovery departments embarked upon a project to improve ID verification systems to reduce fraud and the resulting financial consequences. They selected Gemalto' s automatic, real-time, strong ID Verification solution to help reduce the financial burden of ID fraud, and to ensure that all verification processes were in place across all stores.
Gemalto server performs real-time ID verification, as a service, each time verification requests are sent by sales assistants, at any Orange stores in France. The solution uses legacy scanners operated by sales assistants. Those scanners are securely connected to internet and automatically send the scanned ID documents to Gemalto server for instant verification. Upon verification, the sales assistants and fraud departments receive instant simple status reports and detailed reports, respectively. The illustration below shows how it works.
Fraud slashed up to 100%
After Gemalto' s ID Verification solution was introduced, the fraud rates were slashed by up to 100% in some stores. In addition to this, the ID verification checks were performed in front of customers, which had an extremely dissuasive effect on fraudsters and further discouraged any fraud attempts.
Improved customer care
It is very important to ORANGE to make things as simple and as convenient as possible for their employees. The solution was very user-friendly, right from the start, and this was continually improved over time by gathering feedback from sales staff who could then focus more on consumer care rather than on administrative tasks.
Streamlined customer acquisition
In addition to their mobile services, ORANGE is all about offering new value-added services for customers, such as mobile payment, and peer-to-peer payment solutions. ORANGE could benefit from a consistent and unique ID verification solution to cover all those services, rationalizing and streamlining sales processes in stores.
Quick deployment in all stores
To keep costs down and minimize the impact on employees, ORANGE opted to retain its existing IT systems. Gemalto ID Verification solution was thus tailored to operate seamlessly with the existing infrastructure and sales processes. As a result, the deployment in all agencies could be completed in several weeks.
Today, thousands of sales staff are requesting real-time ID Verification across all ORANGE stores, with up to hundreds of daily real-time verifications, in some stores.
Focus on core activities
ORANGE is subcontracting its in-store verification process to Gemalto, working with a single trusted service partner, allowing them to focus on their core activities.
Easy to use
ID Verification automatically verifies identities in a matter of seconds and is intuitive and user friendly.
Flexible and easy to deploy
Different models are available: ID Verification in SaaS mode (as a service), for fast and easy deployment or in Platform mode, for greater flexibility and control.
The solution can be used in stores by sales staff, remotely with consumer self-enrollment, through self-service kiosks, in store. This optimizes the customer acquisition processes, whilst ensuring consistent acquisition processes across all channels.
Gemalto' s ID Verification offer is underpinned by our global expertise in identity document verification.
We manage ID templates from more than 180 countries.
There are more than 30 projects using Gemalto' s ID Verification solution already up and running, around the globe.