Lead the Future in Offers and Customer Experience Excellence
Propelled by its newly announced long-term industrial project ‘Lead the Future’, Orange Belgium aims to strengthen its market share in Belgium by taking first place on the podium. By joining commercial forces with VOO, the telecom operator will combine the skills and expertise of both companies to take leadership on 2 major axes.
Orange Belgium has established a longstanding tradition of prioritizing customer focus, placing the customers’ needs at the heart of its operations. With a commitment to providing exceptional service and tailored solutions, the telco operator has built enduring relationships with its customers, earning their trust and loyalty. This customer-centric approach has been a key pillar of Orange Belgium's success and continues to drive its continuous improvement and innovation efforts to meet and exceed customer needs. Orange Belgium continuously adapts its services and products to cater to the changing demands of the digital world, offering innovative solutions and personalized experiences that empower customers to stay connected, entertained, and informed in an ever-evolving technological landscape.
Leader in offers
By relying on respective strengths and the complementarity of both brands, Orange Belgium and VOO aim to be the ‘leader in offers’, serving the premium segments as much as the access and digital segments. Building stones will be access to ultra-rich TV content, the expansion of a multi-gigabit fixed network, and a loyalty program that meets customers' expectations as closely as possible.
Television
- Thanks to the newly developed Android TV decoder, customers are prepared for the future and can embrace the era of streaming without forgetting clients that still prefer to watch linear TV. Different innovative functionalities will be launched in the months to come to answer evolving customer needs, such as the extension of recording time (Q4 2023), catch up TV (2024), intuitive search and voice functionalities, etc.
- Customers benefit from continuous enrichment of the TV content offer, including 7 linear BeTV channels (Q4 2023), Studio 100 TV, 24/7 women’s sport channel W-Sport, etc.
Broadband
- Orange Belgium will launch the third generation of its cable modem, called ‘Livebox’ (end June 2023), developed by world-renowned Vantiva. The modem is multi-gigabit enabled thanks to the latest generation of DOCSIS 3.1 chipset, has a built-in 2.5 Gbps ethernet port and WiFi 6. For a seamless extension of WiFi service, the modem comes equipped with EasyMesh technology and with new WiFi Booster modules. Both the modem and WiFi Booster modules are easy to refurbish and made from recycled plastic, while their packaging consists of 85% recycled cardboard and contains no single use plastics.
- In June 2023, Orange Belgium will be updating broadband offers integrating different speeds at a fair price, providing customers with the choice of 3 different speeds to fit their needs: Standard (150 Mbps), Boost (400 Mbps for € 15/month extra) and Boost Giga (1 Gbps for € 25/month extra).
Following the success of the innovative and 100% digital brand, hey! customers will be able to subscribe to a domestic ‘internet only’ offer (September 2023). Users will benefit from 150 Mbps download and up to 8.5 (Voo) /15 (Telenet) Mbps upload speeds for an unlimited volume of data. Leading up to the launch date, hey! will now start recruiting test users. Starting from mid-June, each test user will be contacted to set up the installation at their home, after which they will benefit from 6 months of free internet at home.
Leader in customer experience excellence
In all interactions with their clients, Orange Belgium and VOO place absolute priority on creating a moment of truth, an experience that creates a positive, differentiating and personalized emotion. From customer service to physical stores, via Telesales channels or digital channels. A prime example of this VIP client service is the launch of ‘My Comfort Service’. For a monthly fee of € 10, customers can receive the visit of an expert to do a full diagnostic of their connectivity needs, guaranteeing an optimal quality WiFi service throughout the house thanks to the installation of a WiFi booster(s) and unbreakable 24/7 internet service thanks to a 4G backup solution. This premium service also includes reduced waiting times for new installations or repair interventions, a free technical intervention/year and free upgrades of modem, TV decoders and WiFi-boosters upon request.
Christophe Dujardin, Chief Consumer Officer of Orange Belgium, says: “By joining forces with VOO, Orange Belgium is in a unique position to commit towards its stakeholders in the long term and to create value for its customers, employees, society and shareholders. At the core of our commitment lies a deep appreciation for customer experience excellence. We understand that in today's interconnected world, providing the best broadband, mobile and TV offer goes beyond mere connectivity. It's about crafting an experience that delights, empowers, and enriches the lives of our valued customers. With unwavering dedication, we strive to create seamless connections, delivering a tailored convergent offer for all of them.”
