Orange replaces the order entry training environment with a simulated training environment

Context

5,000 customer advisors use OMEGA, Orange's mobile order-taking application.
This application interfaces with several other billing, technical (for SIM cards), and other applications...

Given the relatively high internal and external turnover, Orange needs to train approximately 500 new users every year.

Training was conducted in-person in a training environment.
However, maintaining a complete training environment and complex was both challenging and costly for Orange.
Furthermore, it was not possible to show the user the entire end-to-end process due to the interfaces and workflows with other applications.

Solutions

ORANGE asked Knowmore to design a "Simulated Training Environment" reproducing the around thirty business processes of OMEGA, while giving the learner the impression of being in the actual application.

Knowmore designed with K-STUDIO and delivered 100% realistic training content enabling the simulation of even the quote signature.

Results

Training sessions now take place using this simulator, and continue to be conducted in person.

The benefits were immediate:

• no more database constraints,
• ability to show the user an end-to-end process,
• ability to replay use cases infinitely.

Significant financial and environment management benefits were realized.

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