Orange Poland: Revolutionizing telecom data analytics to optimize customer satisfaction

About Orange Poland

Orange Poland is the largest telecom service provider in Poland, serving 17 million individuals and businesses with modern telephony, digital, and broadband technologies.

Industries: Telecommunications

Location: Poland

Products: Google Cloud, BigQuery, Vertex AI, Kubernetes Engine

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About Teradata and Accenture

Teradata, a Google Cloud partner, provides a complete cloud analytics and data platform that drives powerful enterprise analytics across industries worldwide.

Accenture, a Google Cloud partner, provides consultancy, managed services, and technical support to maximize a company's IT investments.

Orange Poland uses Google Cloud and Teradata VantageCloud with the help of Accenture to dramatically accelerate data analytics for more timely, informed decision making that directly impacts customers.

Google Cloud results

Reduces disaster recovery scenario from a few weeks to single days
Improves IT and data management through pay-as-you-go, cloud-based services
Accelerates completing complex analyses and reports to better predict and respond to customer needs
Enables use of advanced AI while maintaining strong data security and compliance performance

Reduces wait times for management reports by 7 hours

Orange Poland supports 17 million of the roughly 40 million people living in Poland through fixed, mobile, and broadband services. The company is not just the largest B2C company in the Polish telecom market, but also a vital service provider to businesses.

"We have thousands of employees supporting organizations with their digital transformation through cloud deployments, cyber security improvements, integration services, and software development," says Bertrand Grezes-Besset, Chief Information Officer at Orange Poland. "In Poland and globally through the Orange brand, we want to be the trusted partner that enables everyone to operate easily and responsibly in a digital world."

Data sits at the center of Orange Poland's strategies. With compliance, security, and stewardship all essential to its B2B and B2C operations, the company looked to help from Google Cloud, Teradata, and Accenture to elevate its data analytics.

Transforming data risks into opportunities

Orange Poland required data infrastructure that could drive quality, data-driven decision making at speed, while maintaining excellent control over sensitive information.

"We have a lot of data, and that data needs to be current, reliable, and readily accessible," says Bertrand. "Orange Poland knows how adopting new digital tools can not only disrupt our business customers if it's not well managed, but also individuals who use our solutions to benefit their everyday lives. We are committed to being a trusted partner to our customers."

"We had confidence in Google Cloud and Teradata technologies, and in the expertise of our partner Accenture."

—Piotr Sobczyk, Business Insights Director, Orange Poland

When it came to data management and analytics, Orange Poland sought to solve three challenges: maintain compliance and security, open the door to using artificial intelligence (AI), and reduce complexity around managing the petabytes of data it collects. The combination of Google Cloud with partners Accenture and Teradata proved to be the best fit to address the company's needs.

Orange Poland has been working to put all its data analytics processes and assets onto Google Cloud to enjoy the savings and flexibility of cloud compared to legacy on-prem infrastructure. Orange Poland also wanted to take advantage of BigQuery and Vertex AI to unify its data and AI strategy for better decision-making. Orange Poland had been using Teradata with the help of Accenture for nearly 20 years, so when a new Teradata VantageCloud was released that ran on Google Cloud, the company was ready to go all in.

"We had confidence in Google Cloud and Teradata technologies, and in the expertise of our partner Accenture," says Piotr Sobczyk, Business Insights Director at Orange Poland. "Accenture was especially helpful given its expertise handling these types of migrations. Accenture got the right people involved to guide us through the project, as we looked to become the first Polish telecom company running Teradata on Google Cloud."

The project to migrate terabytes of data from its legacy infrastructure required close collaboration between Orange Poland, Google Cloud, Teradata, and Accenture. Orange Poland could not afford any disruption to services, so all four companies worked closely together to ensure all phases of the migration went off without a hitch.

Following the migration, Orange Poland now enjoys greater data reliability and security, more flexibility in its IT infrastructure, and the ability to leverage AI solutions to support customer-facing projects.

"We were so successful with this migration that we are now planning a similar project that will be 10 times as big in scope," says Bertrand. "Thanks to the work of our employees, as well as Google Cloud, Accenture, and Teradata, we are excited about what we can achieve in the future."

Powering decision-making with the right data

Orange Poland has always used data to inform critical decisions around pricing, marketing, investments in services, and managing customer relationships. Now, the company is better positioned to use advanced AI-driven analytics to determine net promoter scores, detect customer churn, refine marketing activities, and dictate next-best-offer efforts to increase customer retention and overall satisfaction.

For example, Orange Poland is using AI to identify customer behaviors that might indicate whether they are satisfied or dissatisfied with services. This enables the company to act faster to retain customers.

"Now that we are on Google Cloud, we're much more agile. We can quickly try new things and evolve our systems and services if they don't work well for our customers or us."

—Bertrand Grezes-Besset, Chief Information Officer, Orange Poland

Since switching to Teradata VantageCloud on Google Cloud, Orange Poland has seen significant time savings when it comes to query responses and reporting. "We have around 600 employees who use Teradata daily," says Piotr. "When they wanted to analyze customer-related data in the past, they had to submit a request and in many cases wait hours for the answers they needed. Since making the transition to Teradata VantageCloud on Google Cloud, these 600 individuals can gain valuable insights much faster, and act with much greater agility."

For instance, Orange Poland can get reports related to next-best-offers for customers a day earlier and produce financial and management data eight hours sooner providing an advantage in a highly competitive market. Disaster recovery scenario has dropped from a few weeks to a single day.

Bringing all data into the cloud removes access barriers and opens the doors to experimentation, especially when it comes to looking for ways to reduce capital expenditures while enhancing the value derived from data.

"Google Cloud and its partners enable us to unleash the creativity of our business groups to stay focused on innovation."

—Bertrand Grezes-Besset, Chief Information Officer, Orange Poland

"Now that we are on Google Cloud, we're much more agile," says Bertrand. "We can quickly try new things and evolve our systems and services if they aren't working well for us or our customers. Orange Poland can move forward with confidence thanks to a more modern approach to data management and analytics."

Reducing time and resources spent on infrastructure maintenance, compliance management, and other areas gives teams across Orange Poland more freedom to innovate. Now, resources can be focused more fully on finding ways to further improve customer experiences and satisfaction, all while shaping the future of Poland's telecom industry.

"Google Cloud and its partners help us to unleash the creativity of our business teams to innovate," says Bertrand. "We are still early in our journey and excited to see more of what's possible in the future."

Tell us your challenge. We're here to help.

About Orange Poland

Orange Poland is the largest telecom service provider in Poland, serving 17 million individuals and businesses with modern telephony, digital, and broadband technologies.

Industries: Telecommunications

Location: Poland

About Teradata and Accenture

Google Cloud BigQuery Vertex AI Kubernetes Engine