Orange France transforms nationwide broadband delivery with UiPath Process Mining

Orange France wanted to make the process of deploying business fiber broadband across the country a faster and more customer-centric experience. With the help of UiPath Process Mining it succeeded—unlocking efficiencies, saving hundreds of business days, and providing the catalyst for increased customer satisfaction and retention. 

A longstanding UiPath customer, Orange France has worked with UiPath for six years to enhance its operational efficiency and service delivery. Today, the partnership has evolved into a strategic collaboration supporting key transformation programs—most recently deploying Process Mining to tackle operational bottlenecks across the business. 

“Our experience with UiPath has been a fantastic journey. We’re convinced they’re the best partner to deploy automation solutions because of the great relationship we’ve built and the clear business value they deliver,” said Alexis Vaillant, Head of Automation and Process Mining, Orange France. 

One particular project—part of Orange France’s broader transformation strategy—focused on harmonizing operations across its eleven regions. Each had its own approach to fiber rollout—with some deployments managed internally and other through trusted partners. With more than one hundred potential activities per deployment, inconsistencies led to delays and inefficiencies. 

The initial goals of the project were to complete 80% of business fiber deployments within seven weeks—and achieve that target across Orange France's eleven distinct regions.  

Streamlining operations with process mining 

Diane Renard, Process Miner in Orange France’s Fiber Team, led the initiative. Using UiPath Process Mining—starting small with a single region—Renard was able to map the entire deployment process, pinpointing inefficiencies and establishing where changes could be made.   

Process Mining is all about facts. It’s not about what you think will work—it’s about proving what’s 12%, 13%, or even 14% more efficient, and then building on that.

Alexis Vaillant, Head of Automation and Process Mining, Orange France 

Going national  

Building on this success, Orange France expanded the initiative to other regions. The team adapted the UiPath tools to accommodate the diverse needs of each area, integrating both legacy processes and the newly optimized workflows. This allowed for a seamless rollout, ensuring each region benefited from the insights gained during the initial deployment. 

By the end of the rollout, all eleven regions had adopted the new deployment practices, resulting in an additional 500 business days saved across the organization. Regular workshops and ongoing monitoring sessions helped identify region-specific challenges while maintaining consistency across the organization. This structured approach not only streamlined operations but also ensured local teams could take ownership of the improvements. 

We visualized data, hosted workshops, and brought everyone to the table. Simply by recommending what to internalize and externalize made a huge difference—saving 500 business days.

Diane Renard, Process Miner, Orange France Fiber Team​ 

Key to this success was a bottom-up approach. Orange France’s Process Mining team works closely with regional representatives—those process owners with the on-the-ground experience to take the results from Renard and act on them. Bi-weekly meetings are hosted to discuss the findings, address process deviations, and share lessons learned.  

Right now, UiPath Process Mining is utilized exclusively by the Central Process Team. However, plans are underway to designate one representative in each region to use the tool. This will ensure best practices locally and drive consistent service quality nationwide.  

Increasing accuracy, boosting retention   

The benefits extend beyond time savings. By integrating multiple data sources into UiPath’s platform, Orange France boosted data accuracy—a critical factor for effective process monitoring. “When we adopted UiPath, accuracy around deployments was at 13%. Within weeks, it was at 55% and continues to climb,” said Renard. 

This improvement in accuracy also supported Orange France’s efforts to make the deployment journey more customer-centric. By aiming for a ‘once-and-done’ approach—completing installations with a single customer interaction—the company has already achieved this target on 60% of orders, with a goal of reaching 90%.  

“We expect an improvement of 15% in customer retention,” said Vaillant.  

Generating €300 million in value over the past 4 years 

Orange France’s investment in process mining—as part of a comprehensive AI and automation strategy—has delivered significant financial impact. Across the business, process mining and over 220 automations have generated more than €300 million in value over the past 4 years, including €100 million in 2024. 

Excellence in operations also means excellence for customers. If you can deliver a service two or three days faster and make a customer happier, it will be two or three days of extra revenue for the business.

Alexis Vaillant, Head of Automation and Process Mining, Orange France 

As automation efforts expand by 30% annually, the business benefits are set to grow. The company is already applying generative AI (GenAI) to enhance the quality of its data before automating tasks—something that’s reducing errors down from 20% to under 4%. And it has recently started to combine UiPath with Google Vertex AI for bill and contract reviews using optical character recognition (OCR). 

“This is just the beginning. It's been a real pleasure to work with UiPath. It's an amazing story” Vaillant said.