in Cameroon, Orange selects Sofrecom for improving its customer relations

Sofrecom has been selected following the request for proposals issued by Orange Cameroon (2 million subscribers at March 31, 2008) for the deployment of the CRM* solution as part of moves to overhaul its telephone-based customer relationship management system.
Indeed, through its CRM approach, Sofrecom is able to accompany operators in their efforts to optimize their commercial, marketing and service activities, incorporating the solution developed by Oracle.

The quality of Sofrecom’s offering, its experience on telecoms in general and CRM projects in particular represented decisive factors in Orange Cameroon’s choice. Implemented in November last year by Sofrecom’s teams, which have successfully accompanied this strategic project, the quantitative and qualitative benefits can already be seen: optimization of the call center’s activity, improvement in customer relations and better quality of service (response and processing times).
The clear improvement in the quality of customer service at Orange Cameroon points to an increase in the operator's market shares, and represents, within a highly competitive environment, a major competitive advantage faced with the various mobile operators present in Cameroon.
Backed by this first success, Sofrecom is confirming its know-how for supporting operators on CRM at international level. Indeed, Sofrecom has just signed a new contract for Orange Ivory Coast.


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*CRM: acronym for Customer Relationship Management, a series of technological solutions aimed at further strengthening and improving communication between the business and its customers. This is based on an automation of components in the customer relationship with a view to building their loyalty and meeting their requirements, notably by involving: presales, sales, customer service management and after-sales service (see also a definition in our Glossary tool on the right tool bar).