Orange Extends its Comprehensive Set of Care Services - Orange Care - by Bringing 'Expert Assistance' for Smartphone Customers in-Store Following Hot-Line Success

By Orange, PRNE
Thursday, February 10, 2011

BARCELONA, February 11, 2011 - Orange is extending the reach of its Expert Assistance programme, a
paid-for service giving smartphone customers access to technical advice and
guidance, beyond phone and internet hotlines to the high street. 3,000
specialist in-store Experts will provide face-to-face and personalised
support to smartphone customers in 1,300 shops, across 13 countries by the
end of H1 2011. Details include:

    - 3,000 specially trained customer service representatives will offer
      guidance and support across handsets and operating systems in shops
      across the European footprint
    - 300 shops will create "Care Corners", specific areas dedicated to
      smart-care services where customers can get paid-for specialist
      smartphone support.
    - Expert Assistance currently supports the most popular operating systems
      including Android, Symbian, Apple, RIM, and Windows Phone 7
    - 'Get Started with Smartphone' - whereby Orange retail staff help
      customers set up their phones for their use - will be available across
      13 countries by the end of H1 2011
    - 'Copy & Keep' service - a data and content back-up solution that allows
      phone-to-phone content transfer or storage now in 1,300 Orange shops in
      13 countries - up 30% since Q1 2010.
    - Orange aims to serve more than one million Orange Care customers in
      store in 2011

Expert Assistance launched commercially in June 2010; the
expansion of the service into retail spaces, less than one-year after the
innovative hotline service was deployed, demonstrates Orange's success in
offering market-leading care services that assist the customer through the
whole device lifecycle. In the six months since its June launch, 100,000
customers used the hotline service, and call volumes have risen by 10 per
cent each month.

Philippe Bernard, Executive Vice President, Sales and Care,
comments: "Orange Care is the most comprehensive set of care services
available on the market today. We believe it is truly innovative and
differentiating us to customers in the market. The success of the Expert
Assistance hotline to date indicate that we are on the right the track but
our expectation is that revenues from our point of sale Expert Assistance
will exceed Internet and Smartphone Expert Assistance Hotline revenues in

Orange Care is a comprehensive end-to-end portfolio of services that
looks after the customer throughout their lifetime with Orange - covering
Expert Assistance, Security, VIP services and Recycle and Reward.

Orange secured three million monthly subscribers to Orange Care by the
end of 2010 - its first year of operation - and expects to achieve 10 million
customers overall by the end of 2011.

About Orange:,,

Contact: Nicole Clarke: +44-7811128457, nicole.clarke at

will not be displayed