{"id":2726,"date":"2011-05-16T16:03:05","date_gmt":"2011-05-16T16:03:05","guid":{"rendered":"http:\/\/localhost:8080\/?p=2726"},"modified":"2011-05-16T16:03:05","modified_gmt":"2011-05-16T16:03:05","slug":"multilaterale-drcf-mai-2011-pour-un-crm-au-service-des-equipes","status":"publish","type":"post","link":"https:\/\/dev.cfecgc-orange.app\/index.php\/2011\/05\/16\/multilaterale-drcf-mai-2011-pour-un-crm-au-service-des-equipes\/","title":{"rendered":"Multilat\u00e9rale DRCF mai 2011: pour un CRM au service des \u00e9quipes"},"content":{"rendered":"<p>Un CRM (Customer Relationship Management ou Management de la Relation Client) permet de tracer l\u2019ensemble des contacts clients.<\/p>\n<p>L\u2019outil utilis\u00e9 en AVSC est R-force, en CCO c\u2019est Client + qui est utilis\u00e9.<\/p>\n<p>Afin de pouvoir int\u00e9grer les offres convergentes, une r\u00e9flexion sur un nouveau CRM appel\u00e9 <b>mon CRM<\/b> est en cours.<\/p>\n<p>La direction s\u2019appuie sur les points suivants<\/p>\n<ul>\n<li>Un CRM unique      construit sur la base de Client +<\/li>\n<\/ul>\n<p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \u2013&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Servir la convergence<\/p>\n<p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \u2013&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Enrichir la vue 360\u00b0 pour les CCO et Centres Convergents<\/p>\n<p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \u2013&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Faire monter \u00e0 bord les AVSC en tenant en compte leurs attentes<\/p>\n<ul>\n<li>Simplification du poste      de travail et satisfaction utilisateur<\/li>\n<\/ul>\n<p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \u2013&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Le CRM doit permettre aux utilisateurs de trouver rapidement l\u2019information pour r\u00e9pondre aux Clients<\/p>\n<p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \u2013&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; La diminution du nombre de clics temps de r\u00e9ponse de&nbsp; Client+ optimis\u00e9s <\/p>\n<ul>\n<li>Mieux accompagner      les Conseillers Clients<\/li>\n<\/ul>\n<p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \u2013&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Fluidifier la navigation : acc\u00e8s aux applications<\/p>\n<p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \u2013&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Limiter les ressaisies<\/p>\n<p>\u00a0<\/p>\n<p><strong>Pour la CFE-CGC\/UNSA, il faut \u00eatre vigilant sur un CRM construit sur la base de Client +,&nbsp; vu les dysfonctionnements chroniques et blocages li\u00e9s \u00e0 l\u2019utilisation de cette application<\/strong><\/p>\n<p>\u00a0<\/p>\n<p><b>La CFE-CGC\/UNSA<\/b> continue <b>de revendiquer<\/b> pour l\u2019ensemble des plateaux<b> <\/b>t\u00e9l\u00e9phoniques&nbsp;:<\/p>\n<p>&#8211;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <b>un CRM au service au service des \u00e9quipes et des clients <\/b><\/p>\n<p>&#8211;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <b>la r\u00e9duction du nombre de clics avec un acc\u00e8s direct \u00e0 l\u2019information<\/b><\/p>\n<p>&#8211;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <b>un interfa\u00e7age avec les diff\u00e9rentes applications<\/b><\/p>\n<p>&#8211;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <b>une simplification du tra\u00e7age, en privil\u00e9giant un tra\u00e7age automatique des contacts clients<\/b><\/p>\n<p>&#8211;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <b>avoir une vision de l\u2019ensemble des demandes des clients&nbsp;: UAT, AD, UI, AVSC, CCO \u2026<\/b><\/p>\n<p>\u00a0<\/p>\n<p><b><a class=\"jce_file\" href=\"http:\/\/localhost:8080\/wp-content\/uploads\/2011\/05\/Synthse_rsume_Mon_CRM_V6_2_copy.pdf\"><img decoding=\"async\" class=\"jce_icon size-full wp-image-12\" src=\"http:\/\/localhost:8080\/wp-content\/uploads\/2010\/11\/pdf.png\" style=\"border: 0px; vertical-align: middle;\" alt=\"pdf\" width=\"20\" height=\"20\" \/>&nbsp;Synth\u00e8se pr\u00e9sent\u00e9e sur le projet mon CRM.pdf<\/a> <br \/><\/b><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Un CRM (Customer Relationship Management ou Management de la Relation Client) permet de tracer l\u2019ensemble des contacts clients. L\u2019outil utilis\u00e9 en AVSC est R-force, en CCO c\u2019est Client + qui [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":12,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[41],"tags":[],"class_list":["post-2726","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-relation-client"],"blog_post_layout_featured_media_urls":{"thumbnail":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false],"full":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false]},"categories_names":{"41":{"name":"USC - Unit\u00e9 Service Clients","link":"https:\/\/dev.cfecgc-orange.app\/index.php\/category\/rmn\/relation-client\/"}},"tags_names":[],"comments_number":"0","wpmagazine_modules_featured_media_urls":{"thumbnail":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false],"cvmm-medium":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false],"cvmm-medium-plus":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false],"cvmm-portrait":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false],"cvmm-medium-square":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false],"cvmm-large":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false],"cvmm-small":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false],"full":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false]},"_links":{"self":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts\/2726","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/comments?post=2726"}],"version-history":[{"count":0,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts\/2726\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/media\/12"}],"wp:attachment":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/media?parent=2726"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/categories?post=2726"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/tags?post=2726"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}