“Centreon DEM was able to convince everyone of the importance of web performance. We can now efficiently manage and improve the web performance of our subsidiaries’ sites. We were able to see significant web performance improvements in record time.“
Nicolas Coudert — Head of Digital, Orange
Summary
Orange, one of the world’s leading telecommunications providers, uses Centreon DEM to monitor the performance of 15 country websites and ensure a seamless, consistent digital experience for 261 million customers. With a centralized and objective view of web performance, Orange can identify issues faster, support local teams more effectively, and strengthen collaboration across regions. Centreon DEM helps the company quantify the business impact of performance improvements, align teams around shared KPIs, and deliver reliable, high-quality user experiences worldwide.
Key Facts
- Centreon DEM (*) monitors 15 country websites (* formerly Quanta, following the acquisition of Quanta by Centreon)
- A consistent experience to 261 million consumers
- Global deployment in 3 months
Challenge
- Ensuring all websites continuously perform at an optimal level.
- Educating teams on the importance of web performance on business.
Solution
- The Centreon DEM platform monitors the performance of all subsidiaries and proactively reports on issues.
- The Centreon DEM experts work with individual local teams to resolve performance issues.
- Centreon DEM’s Performance Gurus provide ongoing support and continuous optimization advice.
Benefits
- A comprehensive view of the web performance across all websites.
- Shared, objective view of website performance and its business impact.
- Efficient collaboration across distributed teams to improve performance.
- Ability to easily identify performance-issue causes and shorten time to resolution.
The Full Story
Telecommunications giant chooses Centreon DEM to improve collaboration between its central and local digital teams and to guarantee optimum web performance
Orange is one of the world’s leading telecommunications operators with sales of 41 billion euros. Present in 28 countries, the Group counts over 261 million customers and 150,000 employees worldwide.
Placing Customer Experience at the Heart of its Business Strategy
Orange aims to use technology to attract, engage and retain customers in new and innovative ways. Nicolas Coudert, Head of Digital at Orange, is responsible for driving the adoption of digital technologies across over twenty countries in Europe, the Middle East and Africa for Orange’s Internet portals, ecommerce stores, search engines and store locators. His team is also responsible for supporting local teams in the day-to-day management of their web performance.
Managing the customer experience is at the heart of Orange’s business strategy and the company strives to make its digital experience seamless. Orange is aware of the critical role that website performance plays in ensuring this.
Helping Subsidiaries Uplevel Their Web Performance
After rolling out 15 new country portals, Nicolas and his team observed considerable performance gaps between each of them. The team needed to support each local digital team to identify and resolve the factors negatively impacting web performance. However, because each portal is hosted locally, governance issues and a lack of overall visibility affected the ability to make sure each one was performing optimally.
“Our organizational structure made identifying performance issues and working with local teams to resolve them not only challenging but incredibly time-consuming. We also lacked a shared view of the importance of web performance, meaning that addressing these issues wasn’t a top priority for any of our subsidiary teams,” said Nicolas Coudert.
Better Visibility and Collaboration Across Distributed Teams
Orange called on Centreon DEM (formerly Quanta, following the acquisition of Quanta by Centreon) to ensure that each of its subsidiaries’ websites was providing the same exceptional user experience that it wants associated with its brand.
The platform is managed centrally by Nicolas and his team. Centreon DEM actively monitors key customer journeys across each of the subsidiary websites. If the web performance is below par, the central team alerts the subsidiary who can then contact Centreon DEM experts directly for more details on the performance issues and how they can be resolved. Local teams retain full independence in managing their websites and Nicolas and his team enjoy a global overview of the performance of each website. Everyone collaborates efficiently to enhance website performance.
Understanding the True Importance of Web Performance
Centreon DEM experts also played a key role in raising the awareness of the importance of web performance among local teams, as well as training them in best practices for optimizing website speed and reliability. Above all, thanks to Centreon DEM, the local teams were able to understand the direct impact of web performance on business results. Centreon DEM not only makes recommendations for performance optimization but also measures the revenue gained from the performance optimizations. Orange is able to present this information in management meetings, which further rallies teams around the importance of web performance.
The Group also benefits from ongoing support from Centreon DEM’s Web Performance Gurus, who offer ongoing support and further optimization recommendations to enhance performance.
Guaranteeing Exceptional Customer Experience, Everywhere
Nicolas and his team now have a comprehensive view of performance across all websites. Web performance issues are now more easily identified and swiftly resolved country by country. The team is serene with the knowledge that all the country portals they are responsible for provide an outstanding online experience in support of the company’s global brand and customer experience.
“Centreon DEM was able to convince everyone of the importance of web performance. We can now efficiently manage and improve the web performance of our subsidiaries’ sites. The platform was simple to set up and its visual interface enables us to easily see where problems arise country by country. We were able to see significant web performance improvements in record time,” said Nicolas.
To Go Further
Ready to explore how Centreon DEM can help you improve web performance and deliver flawless digital experiences?
- Deep dive into Centreon DEM: Discover how Centreon DEM gives you full visibility into application performance and user journeys.
- Boost your web performance: Learn how to monitor and optimize the performance of your websites and web applications.
- Enhance user experience monitoring: Understand how to monitor real user experience and ensure seamless digital interactions.
- Talk to our experts: Want to evaluate your needs or see Centreon DEM in action? Contact us for a personalized demo and ask our monitoring experts any questions you may have.
- To keep informed about Centreon news or events: subscribe to our monthly newsletter
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