Success story · Telecommunications

Orange guides its users across more than 110 business applications.

Since 2001, K-NOW identifies where the user stands in their application and delivers the advice, the alert or the guidance that matches the operation under way.

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kSTEP 1 / 3Open the work order.

kSTEP 2 / 3Enter the type of intervention.kSTEP 3 / 3Schedule the intervention.

K-NOW

Step-by-step guidance

Schedule an intervention end to end

K-STUDIO

Train

Practise on a new journey

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110+applications supported

2001start of the partnership

9business domains covered

The context

A vast application landscape in constant evolution.

The partnership between Orange and Knowmore began in 2001, when K-NOW was trialled at France Telecom. It has since extended to the enterprise, the information system, Fibre, professionals, stores, the network, marketing, customers, after-sales and billing and collection.

The blind spot

You do not support 110 applications by modifying them one by one.

Adding help inside an application means an evolution to specify, develop and release. At the scale of a portfolio this size, the support message always arrives after the need.

The need appearsA user gets stuck on an operation.

The help has to be addedIt would require a release of the application.

Where it stallsThe message arrives after the need.

The scope

What the programme covers today.

More than 110 business applications

IS, Fibre, professionals, stores, network, marketing, customers, after-sales, billing and collection

Live

The solution

An in-app GPS, independent from the source application.

K-NOW identifies the context of use and displays advice, alerts or guidance throughout data entry. The messages evolve without any new release of the application being supported.

Just-in-time assistance

Help arrives at the precise moment a user meets a difficulty.

Contextual guidance

The content depends on where the user stands and on the operation under way.

Independent from the application

Messages are changed without touching the source application or its delivery schedule.

Multi-domain deployment

The programme covers very different domains, from the network to collection.

kSTEP 1 / 3Open the work order.

kSTEP 2 / 3Enter the type of intervention.kSTEP 3 / 3Schedule the intervention.

K-NOW

Step-by-step guidance

Schedule an intervention end to end

K-STUDIO

Train

Practise on a new journey

Check an order reference

The results

A solution extended to more than 110 applications.

The 110th application reached

Orange reported reaching its 110th application supported by K-NOW at the end of 2020.

Multi-domain coverage

IS, Fibre, professionals, stores, network, marketing, customers, after-sales and billing and collection.

A lasting deployment

Started in 2001, the partnership has continued with a progressive extension to new applications.

An award in 2014

Orange gave Knowmore the Orange Digital Coaching Trophy, as part of a Group IT project.

The solution deployed

The solution deployed.

K-NOWDigital adoption platform

Being guided inside the application, at the moment of the action.

K-NOW overlays advice, alerts and step-by-step guidance onto the applications already in place, and evolves without any release of the source application.

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Step-by-step guidance inside the application
Advice and alerts according to context
Targeting by business line and profile
Updates without an application release

Frequently asked questions

What we are asked about this deployment.

Does K-NOW replace training at Orange?

No. Training stays in place. K-NOW takes over inside the application, at the moment a user meets a difficulty on an operation, whatever the business domain.

Which applications are covered?

Live: more than 110 business applications, across the IS, Fibre, professionals, stores, the network, marketing, customers, after-sales and billing and collection.

Does the application have to be modified to add help?

No. K-NOW is independent from the source application: support messages are created and changed without any new release of the application being supported.

How long has the programme been running?

Since 2001, when K-NOW was trialled at France Telecom. The 110th supported application was reached at the end of 2020, and Orange gave Knowmore the Orange Digital Coaching Trophy in 2014.

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