Orange Burkina Faso

About Orange Burkina Faso

As a leader in telecommunications and digital services, Orange Burkina Faso is driving the country’s digital transformation on a large scale. With over 10 million customers, Orange Burkina Faso is a major player in mobile, fixed-line and internet connectivity (4G and fiber), serving consumer, operator and business markets.

For more than a decade, the operator has also played a key role in financial inclusion. Since launching Orange Money in 2012, Orange Burkina Faso has made everyday life easier for its customers by enabling them to carry out a wide range of financial transactions directly from their mobile phones, such as money transfers and bill payments.

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The company’s operational needs

As part of the expansion of its fiber offering, Orange Burkina Faso relies on a network of mobile sales and technical field agents. Until then, order processing and installation tracking relied on manual, paper-based and fragmented processes, resulting in delays of up to one week before service activation.

Orange Burkina Faso therefore embarked on a complete transformation of its customer journey, from registration to installation. The goal: eliminate paperwork, drastically reduce delays, automate the scheduling of field interventions, secure payments, and improve the management and monitoring of field teams across the country.

What we built together

Since 2023, Orange Burkina Faso’s field agents have been equipped with Famoco devices (such as the Famoco Touch) to digitalize and secure their operations while preventing customer data leaks. The order-taking process has now been streamlined.

• Once the customer is registered, the request is validated on the device, instantly triggering the process.
• Payment is initiated immediately and completed directly within the application via Orange Money.
• Once the required documents have been validated (photos of the contract and the customer’s ID), the line number is automatically generated in approximately 30 minutes, allowing technical teams to begin site assessments and proceed with installation.
  
  

This transformation has drastically reduced installation times, with installations now completed within a maximum of 48 hours. In the most efficient cases, a customer registered at 9 a.m. can have their fiber connection installed before 4 p.m. on the same day, provided all required documents are complete and compliant.

The ease of use of Famoco devices has enabled Orange Burkina Faso’s field agents, most of whom are freelance sales representatives from diverse backgrounds, to quickly adopt the solution. Sales teams have also found that the faster process improves the customer experience and strengthens their professional image in the field, encouraging widespread adoption of the solution among agents.

The adoption of the Famoco MDM has also played a key role in improving operational efficiency. Thanks to QR code-based configuration, devices can be fully set up in just a few minutes, enabling fast, large-scale deployment*. Real-time geolocation and device last-use tracking provide greater visibility and control over field operations, while helping to identify customer registrations carried out outside eligible coverage areas.

*Thanks to QR code-based configuration, 30 devices can be fully set up in just 15 to 20 minutes.