With MATRIXX at the core of its new Digital Operator Platform, Orange Flex delivers instant customer interactions and real-time monetization at scale.
Customer Case Study: Orange Poland
Every Interaction, in Real-Time
From self-service onboarding to instant plan changes, add-ons, and payments, Orange Flex customers manage everything through the app, supported by a real-time foundation that keeps balances, charges and entitlements accurate and up to date.
Delivering Results to Customers and the IT Team
Since launch, Orange Flex has built strong customer loyalty and industry-leading app store ratings, supported by a digital-first operating model that enables fast iteration and ongoing feature innovation.
- Cross-functional Orange team delivers rapid and repeated features and enhancements through CI/CD processes
- Flex NPS scores consistently above 60, far higher than legacy Orange prepaid and postpaid offerings
- Extended Digital Operator Platform (DOP) capabilities to additional offerings, including a convergent experience that bundles mobile with fiber-to-the-home (FTTH) via its nju brand
- 4.7 out of 5.0 app store rating for the Flex app
Only MATRIXX: Powering Orange’s Digital Operator Platform
Orange Poland created its Digital Operator Platform (DOP) as a new digital stack plugged directly into the network, with MATRIXX at the center. MATRIXX provides unified real-time authorization, charging and monetization, supporting usage and non-usage charges and flexible commercial models, so Orange can deliver instant customer experiences and evolve offers rapidly with configuration-driven agility.
Bertrand Grèzes-Besset
CIO, Orange Poland
MATRIXX is the nuclear reactor at the core of our Digital Operator Platform. It’s not just a billing engine; it’s the heart and soul of DOP, powering every customer interaction in real-time. With MATRIXX, we can deliver instant, interactive experiences that set us apart in the market.
From Vision to Reality: Orange Flex’s Digital Transformation
Learn how Orange Poland built a digital-first operator experience with Flex, redefining customer control, accelerating innovation, and creating a scalable Digital Operator Platform powered by MATRIXX.
Hard Talk: Orange Flex – Uber-izing Digital Customer Experiences
Orange Poland’s leadership recognized that legacy prepaid/postpaid models and traditional billing stacks couldn’t meet rising expectations for digital-first convenience and transparency. In this TM Forum Hard Talk interview, Orange Poland shares how Flex was built as a digital-first brand, designed to launch quickly, iterate continuously, and put customers in control through real-time experiences.
Hard Talk: Orange Flex – uber-izing digital customer experiences
Don’t have an hour to watch the Hard Talk interview? Read this executive summary, where we’ve captured the key story points of Orange Poland’s disruption.
How MATRIXX Delivered for Orange Poland
Click-Not-Code Software
Configuration-led agility enables the Orange Poland business and IT teams to deliver new offers and enhancements rapidly with complete self-sufficiency and without any customization.
API-Based Integration
Standard and extensible APIs made it easier to connect DOP to Flex digital channels, network systems, and other components for identity and e-commerce.
Unified Real-Time Monetization
The MATRIXX foundation within DOP supports end-to-end customer journeys, from activation and plan changes to payments and add-ons, with accurate, up-to-the-moment balances and charges.