With MATRIXX at the core of its new Digital Operator Platform, Orange Flex delivers instant customer interactions and real-time monetization at scale.

[READ CASE STUDY](https://go.matrixx.com/rs/097-BCI-617/images/MATRIXX_OrangePoland_CaseStudy_F.pdf)

# 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.

[READ CASE STUDY](https://go.matrixx.com/rs/097-BCI-617/images/MATRIXX_OrangePoland_CaseStudy_F.pdf)

## 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](https://www.youtube.com/watch?v=BzGe3b91B0k)

#### Don’t have an hour to watch the Hard Talk interview? Read this [executive summary](https://go.matrixx.com/rs/097-BCI-617/images/MATRIXX_Orange_Poland_Hard_Talk_F.pdf), 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.