Telecommunication

Securing the loyalty of a telephony giant’s customers

SFR (Société française du radiotéléphone)

Background

SFR (Société française du radiotéléphone) is a French telecommunications company that provides voice, video, data, and internet telecommunications and professional services to both consumers and businesses. It has over 21 million customers in Metropolitan France for mobile services, and provides over 6 million households with high-speed internet access.

 

The challenge

The quality of an operator is judged on its last marketed product, or the most recent promotional initiative. Whether it is SMS or voice services, data, games, or customer services, the success of SFR therefore depends on its ability to deliver what it has promised to its customers. To achieve such critical goals in a competitive marketplace, systems must be in place to quickly translate innovation into tangible operational solutions performance.

 

The solution

By rigorously testing SFR’s latest innovations, we are able to provide assurances of quality before they reach the market. Since 2005, we have provided this critical interface between its developments and millions of customers. We work in close collaboration with SFR’s Integration and Validation division (DIVB), based in the Courbevoie region of Paris, to create and maintain a copy of its network. This allows us to reproduce the applications and users on all platforms.

 

The implementation of rigorous tests is essential to any new service launch. But it implies a deep knowledge of the sector, of solid systems and great flexibility in terms of resources. And it is precisely these attributes that SFR expects and requires of Sopra Steria.

 

The results

Our long-term partnership with SFR has helped the firm maintain its market share in a competitive environment. It has also delivered the following results:

  • The overall phases of tests have been reduced by half
  • Productivity has increased by 20%

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