{"id":3589,"date":"2021-04-29T07:46:10","date_gmt":"2021-04-29T07:46:10","guid":{"rendered":"https:\/\/www.livejourney.com\/?page_id=3589"},"modified":"2021-12-17T10:39:23","modified_gmt":"2021-12-17T09:39:23","slug":"usecase-customer-experience","status":"publish","type":"page","link":"https:\/\/livejourney.com\/fr\/usecases\/cas-client-experience-client\/","title":{"rendered":"Le Process Mining appliqu\u00e9 \u00e0 l'exp\u00e9rience client"},"content":{"rendered":"
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Cas client en Exp\u00e9rience Client<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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Souscription \u00e0 une nouvelle offre<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\"Livejourney\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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ENJEUX<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Lorsqu\u2019un client souhaite souscrire \u00e0 une offre, il est essentiel de rendre son parcours le plus facile possible au risque de le voir se d\u00e9courager. La difficult\u00e9 pour cette entreprise \u00e9tait de faire chuter les d\u00e9sistements lors du processus d\u2019inscription.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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SOLUTION<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Livejourney est capable de suivre toutes les interactions qu'elles proviennent de clients ou du back-office de l'entreprise. Sa cartographie dynamique et chronologique permet de voir en un coup d'\u0153il les appels r\u00e9currents, les allers-retours entre les diff\u00e9rents services de l'entreprise et les d\u00e9lais.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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RESULTAT<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Livejourney identifie aussi bien les d\u00e9faillances dans le parcours client que dans les processus en back-office.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\"livejourney<\/figure>

1<\/h4>

parcours utilisateur<\/p><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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\"livejourney<\/figure>

3<\/h4>

mois<\/p><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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\"usecase<\/figure>

- 13%<\/h4>

de rappels<\/p><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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Ouverture de compte<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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ENJEUX<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Il est primordial pour une banque en ligne de respecter ses engagements aupr\u00e8s de ses clients (ou de ses futurs clients) lors de l\u2019ouverture d\u2019un compte. Il en va de l'image de marque de l'entreprise.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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SOLUTION<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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En cartographiant toutes les \u00e9tapes de la cr\u00e9ation d\u2019un compte, Livejourney a pu mettre en lumi\u00e8re 40% de r\u00e9p\u00e9tition de travail entre les \u00e9tapes \u201cenvoi des documents\u201d et \"v\u00e9rification bancaire\u201d. La perte de temps \u00e9tait \u00e0 ce niveau du process. C\u2019est pour cela qu\u2019il \u00e9tait impossible de respecter les deadlines initialement promises aux clients.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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RESULTAT<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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En am\u00e9liorant la formation du personnel du centre d'appels et en examinant le processus de num\u00e9risation des documents, les d\u00e9lais d'ouverture de compte ont \u00e9t\u00e9 r\u00e9duits et la satisfaction des clients a augment\u00e9.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\"livejourney<\/figure>

1<\/h4>

type de compte<\/p><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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\"livejourney<\/figure>

6<\/h4>

mois<\/p><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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\"usecase<\/figure>

- 3 jours<\/h4>

dans le process
d'ouverture de compte<\/p><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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\"livejourney<\/figure>

+ 10 points<\/h4>

de satisfaction
client<\/p><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Campagne marketing<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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ENJEUX<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Pour tous les fournisseurs de service, les campagnes marketing sont une des diff\u00e9rentes m\u00e9thodes pour toucher de nouveaux clients. C\u2019est pourquoi les agences marketing qui g\u00e8rent ces communications strat\u00e9giques doivent \u00eatre performantes.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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SOLUTION<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Gr\u00e2ce \u00e0 la Tour De Contr\u00f4le de Livejourney, il est possible d\u2019effectuer une analyse comparative fiable des diff\u00e9rents fournisseurs et de toutes les campagnes, en temps r\u00e9el. Il est \u00e9galement tr\u00e8s facile de suivre et comparer les diff\u00e9rents KPI comme la productivit\u00e9 horaire, le d\u00e9lai de conversion client ou le taux de conversion.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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RESULTAT<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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En ayant acc\u00e8s \u00e0 des m\u00e9triques fiables, un c\u00e9l\u00e8bre op\u00e9rateur a pu ren\u00e9gocier ses contrats avec ses fournisseurs et obtenir un gain de productivit\u00e9.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\"livejourney<\/figure>

12<\/h4>

types de campagne marketing<\/p><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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\"livejourney<\/figure>

1<\/h4>

ann\u00e9e<\/p><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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\"livejourney<\/figure>

+ 8%<\/h4>

conversion<\/p><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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Analyse des interactions client<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\"Livejourney\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\"Livejourney\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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ENJEUX<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Pour cette c\u00e9l\u00e8bre entreprise internationale B2B, le service client repr\u00e9sente un enjeu cl\u00e9. C\u2019est pourquoi tous ses canaux de communications doivent \u00eatre capables de r\u00e9pondre aux clients et cela sans g\u00e9n\u00e9rer de point de r\u00e9p\u00e9tition ou de latence.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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SOLUTION<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Livejourney a \u00e9t\u00e9 capable de cartographier l\u2019ensemble du parcours client en se basant sur les donn\u00e9es des CRM et site internet. La cartographie dynamique et chronologique sp\u00e9cifique \u00e0 Livejourney permet de visualiser en un coup d\u2019\u0153il, les boucles, les clients mono et multi canaux ainsi que l\u2019ordre dans lequel ces canaux sont utilis\u00e9s et ce pour chaque raison, chaque jour et chaque heure.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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RESULTAT<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Tout d\u2019abord, les clients sont des utilisateurs mono canal. Parmi ceux qui utilisent plusieurs canaux, 20% d\u2019entre eux appellent apr\u00e8s avoir utilis\u00e9 le module du site et 5% d\u2019entre eux envoient un e-mail. Comme il est possible de zoomer\/d\u00e9zoomer avec Livejourney, il a \u00e9t\u00e9 tr\u00e8s facile de rep\u00e9rer les 8% de clients qui ont plus de 50 points de p\u00e9nibilit\u00e9 par mois.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\"livejourney<\/figure>

1<\/h4>

pays<\/p><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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\"livejourney<\/figure>

1<\/h4>

mois<\/p><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

Use case in Customer Experience Service subscription THE CHALLENGE The issue for this company was to decrease the rate of lost customers during the subscription process and\/or the rate of critics. THE SOLUTION Livejourney is able to capture all interaction, whether made by the customer or the company back office. Its dynamic and time-led mapping […]<\/p>","protected":false},"author":7,"featured_media":5284,"parent":916,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"content-type":""},"yoast_head":"\nLivejourney - Customer experience use cases<\/title>\n<meta name=\"description\" content=\"Process Mining by Livejourney has made it possible to optimize many processes related to the customer experience. Here are some use cases.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/livejourney.com\/fr\/usecases\/cas-client-experience-client\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Livejourney - Customer experience use cases\" \/>\n<meta property=\"og:description\" content=\"Process Mining by Livejourney has made it possible to optimize many processes related to the customer experience. 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