Leveraging Innovative Search Capabilities for Enhanced Business Outcomes

When considering the optimization of information findability on a website or enhancing the search experience within an organization, the focus often centers on customers — their needs, preferences, and overall user experience. However, it is equally crucial to recognize the impact of robust search capabilities on employees, as they can enhance employee productivity by providing quick and efficient access to relevant information.

Orange Polska, in collaboration with Findwise, embarked on a transformative journey in 2017 by delivering an innovative Proof of Concept. Initially aimed at providing advanced and personalized search experiences for customers, the evaluation of the i3 platform revealed additional possibilities.

Challenges Faced by Orange Polska

• Ineffective search results: Existing search mechanisms yielded suboptimal outcomes.
• Low conversion rates: The conversion of website visitors to customers needed improvement.
• Limited self-service: Both employees and customers faced hurdles when accessing relevant information.

The i3 Solution

Equipped with a comprehensive suite of capabilities, the i3 Search Platform was strategically deployed to address these challenges. Over time, continuous enhancements led to significant results:

• Enhanced search relevance: Customers experience more accurate and relevant search results.
• Boosted online sales: The platform positively impacted online sales through improved discoverability.
• Efficient self-service: The Orange PL website became a seamless self-service channel for users.

Integration and Impact

• Liferay CMS and SAP Hybris integration: The i3 platform was seamlessly integrated with Orange PL systems, making sales documents, support content, and product/service information easily accessible on the Orange website.
• Employee empowerment: In addition to customer benefits, i3 provided a dedicated interface for internal announcements. Showroom employees can efficiently track urgent information related to offers and services.
• Document-level security: Role-based access ensures that employees may access only relevant data, maintaining confidentiality and efficiency.

Practical experience has shown that businesses can enhance online sales and deliver exceptional service by making strategic investments in robust search engine solutions.

However, the benefits extend beyond revenue and customer satisfaction. These solutions also positively impact employees by enabling timely access to essential knowledge, thus fostering a more efficient and productive work environment. Orange Polska’s showroom staff serves as an excellent example of this positive impact.

Working with Orange Polska has been a rewarding experience. Their commitment to innovation and continuous improvement creates a growth-oriented environment. Over the years of our collaboration, I’ve witnessed the positive impact of my work on their business operations and customer experience. 

– Sebastian Sadowski, Solution Consultant at Tietoevry