Évry, Île-de-France, France
As customer migration project manager for the SFR Business Team sales department, I acquired skills in : - Migration risks analysis according to the customers characteristics - Designing business solutions to limit the migration's impacts - Identification of customer populations to migrate Moreover, my role was to coordinate/manage a part of the Sopra consulting Team working for SFR Business Team (6 people).
In 2009, the B2B brand of SFR undertook to build his own sales and customer relationship management system. This significant business transformation program must intend to replace the old B2C - B2B system by a new multi-channel Information System (order to bill). I had the chance to join this program for 2 years as a business consultant for the SFR Business Team Sales Department. As one of the product owners of the new sales application, my responsibilities included : - Application chain and process Audit - Requirement Engineering & use cases conception - Business processus design - Change management - User acceptance testing supervision - First user support after the delivery
For several years, Orange had been creating multiple digital identities for his customers, during those years, each new subscription led to the creation of a new identity, even if the contracting party was already known by the operator. To increase the customer knowledge and to enhance customer experience, Orange planed to build a unique customer representation and to integrate it in sales and CRM workflows. As a product owner, I had the opportunity to work on the definition and the implementation of the cornerstone of the program, a customer referential. My activities involved : - Domain analysis - Interviews to identify key features - Designing customer paths - Producing and defending the cross-application solution proposal along with our partners (business partners; product owners and project managers of existing applications) - Defining the scope of deliveries - Approving technical solution proposals and validating deliveries
Dedicated to the Orange french mass market mobile customers, this CRM application was based on the Oracle PeapleSoft Solution and cover the leads, sales and help desk areas. The job consisted in working with the integration team and other projects managers to improve the CRM performances and to answer to the product owner needs, complying with the available budget.
The objective of the project was to offer an intuitive web interface that allow operational teams (sales forces, customer advisers and technicians) to meet the Orange high value customers needs. This niche market CRM was built on a strong J2EE back office with innovative methodologies. These distinctive features permitted to implement or update quickly fluent and consistent customer paths to match the user requirements. Methodologies : - Agile Software Development (Scrum methodology) - Continuous integration Technologies : - Architecture MVC - Front office : HTML/JavaScript/CSS (Dojo, jQuery) - Flex/ActionScript 3 - Back office : Java/J2EE (Spring, Hibernate) - Tools : Eclipse, Maven, SVN