Christophe Klayer

Background

About Christophe Klayer

As an On-Site Technical Support Customer Manager at Orange, The customer satisfaction was a key point for managing this most strategic customer account. I had to become evangelists of my company. The customer appreciated my flexibility when it came to customer needs and I was ready to help even on short notice. This strong relationship with them was illustrated by an “Award service Excellence” in 2009 after several customers kudos for my proactive support. To promote this new team at Orange, I initiated to contact all customer contacts directly who opened some case at Oracle support, to talk about the status of the issues and to explain our mission at Orange. I was quickly recognized as the main contact of all the technical aspects of support Oracle BRM at Orange, and most of the customers contacted me directly before opening official service request to see how we are going to manage issues. I was responsible to ensure that all issues are resolved within the SLAs agreed. We achieved this goal because I undertook to set up several customers test environment for the support team to speed up the validation of some critical issues or to review new products deliverable and specifications. Due to my knowledge of the customer environment, I was able to analyse the next releases and detected proactively the possible impacts, to help the customer to find a solution. I build a Win-Win Partnerships with the customer by putting my strength of conviction in the service of the customer to push some important enhancements, which allowed me to unblock some critical situation by involving both Oracle and Orange teams to find solutions and compromises. All these actions or initiatives have been a factor for customers on deciding to renew the support on site contract in 2009 and in 2011 and it was written by my manager on my appraisals.