SlideShare a Scribd company logo
social as a service 
from social care to engaging experiences 
Presented by 
Lionel Fumado 
Head of Social Media at Orange
hello
over 236 million customers worldwide…
business 
services 
mobile 
internet and 
fixed line
a brand that listens and responds to what 
matter most to people
social care fact and figures 
Redirecting 250 mentions /day on twitter with @orange global 
account 
150 Orange web experts worldwide 
Orange France : 1 million contacts on social media 
103 tutorial videos in Orange Polska YouTube channel 
generates more than 1,000,000 views 
In 3 years, social care will save more than $5M per year from 
deflected calls globally
expert 
teams 
tutorial 
videos 
mutual assistance 
community
scaling social care 
decentralised company with 
strong brand identity 
reduced corporate teams 
local team managing care 
and business campaigns
scaling social care 
decentralised company with 
strong brand identity 
reduced corporate teams 
local team managing care 
and business campaigns
scaling social care 
spreading best practices 
adapting to maturity of the 
local market 
seting up proper tools, 
workflows and train teams 
use our champions to raise 
standards
Orange Poland #8 worldwide socially devoted
there is not such thing as a love recipe 
helping customers should be natural 
gratitude is never granted, but you can 
build suitable conditions for your customer 
to say it 
you can’t buy love !!
when people talk about you but 
doesn’t show their love …
assuming to be a friendly brand 
listening and trustworthy 
caring and supportive 
sharing good moments 
a brand always close from you
a brand that makes your life easier
a brand that shares with you new experiences 
#futureself
meet your future-self and ask him about the 
innovations since 2014, your new dog, your 
children, or even your craziest dreams!
more than 1 million tried #futureself experience
a brand that builds the future with you
toward a social hub 
experiencing the alchemy of conversations
what’s a social hub? 
a place 
a team 
a change of mindset
co-working and 
training room 
content 
newsroom 
follow up campaigns 
and events
Twitviz : a Orange data visualisation tool
key facts 
know who you are and listen what people expect from you 
respond the best as you can, then see how to bring extra value 
engaging is not just having likes and shares, it’s also how you 
build stories with your customers
thank you 
keep in touch @lionelfumado 
and with @orange team

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Socialbakers #engage2014 - New York - Social Care Pannel

  • 1. social as a service from social care to engaging experiences Presented by Lionel Fumado Head of Social Media at Orange
  • 3. over 236 million customers worldwide…
  • 4. business services mobile internet and fixed line
  • 5.
  • 6.
  • 7. a brand that listens and responds to what matter most to people
  • 8.
  • 9. social care fact and figures Redirecting 250 mentions /day on twitter with @orange global account 150 Orange web experts worldwide Orange France : 1 million contacts on social media 103 tutorial videos in Orange Polska YouTube channel generates more than 1,000,000 views In 3 years, social care will save more than $5M per year from deflected calls globally
  • 10. expert teams tutorial videos mutual assistance community
  • 11. scaling social care decentralised company with strong brand identity reduced corporate teams local team managing care and business campaigns
  • 12. scaling social care decentralised company with strong brand identity reduced corporate teams local team managing care and business campaigns
  • 13. scaling social care spreading best practices adapting to maturity of the local market seting up proper tools, workflows and train teams use our champions to raise standards
  • 14. Orange Poland #8 worldwide socially devoted
  • 15.
  • 16.
  • 17.
  • 18. there is not such thing as a love recipe helping customers should be natural gratitude is never granted, but you can build suitable conditions for your customer to say it you can’t buy love !!
  • 19. when people talk about you but doesn’t show their love …
  • 20. assuming to be a friendly brand listening and trustworthy caring and supportive sharing good moments a brand always close from you
  • 21. a brand that makes your life easier
  • 22. a brand that shares with you new experiences #futureself
  • 23. meet your future-self and ask him about the innovations since 2014, your new dog, your children, or even your craziest dreams!
  • 24. more than 1 million tried #futureself experience
  • 25. a brand that builds the future with you
  • 26. toward a social hub experiencing the alchemy of conversations
  • 27. what’s a social hub? a place a team a change of mindset
  • 28.
  • 29. co-working and training room content newsroom follow up campaigns and events
  • 30. Twitviz : a Orange data visualisation tool
  • 31.
  • 32.
  • 33.
  • 34. key facts know who you are and listen what people expect from you respond the best as you can, then see how to bring extra value engaging is not just having likes and shares, it’s also how you build stories with your customers
  • 35. thank you keep in touch @lionelfumado and with @orange team

Editor's Notes

  1. redirecting 250 mentions /day on twitter with @orange global account 150 Orange web experts worldwide Orange France : 1 million contacts on social media (forum community, facebook, twitter) 103 tutorial videos in Orange Polska Youtube channel that generates more than 1,000,000 views in 3 years, social care will save for Orange more than 5M $ per year from deflected calls globally