Appointment booking: How Orange transformed its web to store customer journey?   

Orange's challenges:

With the health crisis, the sanitary restrictions led the brand to rethink its operating system in order to offer access to its stores for the clients in full compliance with the health measures.  

Online appointment booking has now become an essential tool for people to move around safely. 

It is also a way for them to get advice from each advisor specialized in one field.  

The challenge consists of creating a client interface allowing to coordinate customer needs and availabilities, advisor competencies and capacity planning and store opening hours. 

The different customer journeys:

This luxury brand's information system has benefited from new modules (Click & Collect and E-Reservation), integrated simply, quickly and securely to the tools and solutions already in place. 

The client logs into the website, once his basket is filled, he defines his delivery mode, classic delivery or click and Collect, validate thanks to the online payment, and then simply goes to the store or waits for the delivery.  

The client logs into the website, once his basket is filled, he defines his delivery mode: Click & Collect, E-Reservation ... validate thanks to the online payment, and then simply goes to the store or waits for the delivery.  

The order is received by Anycommerce's OMS and then forwarded to the relevant store for preparation. Thanks to Anycommerce's application, the sales team are immediately aware of the order and can prepare it quickly. They provide information about their progress on the order and manage substitutions if necessary.