{"id":362,"date":"2024-11-23T22:23:46","date_gmt":"2024-11-23T21:23:46","guid":{"rendered":"https:\/\/oswego.eu\/?page_id=362"},"modified":"2024-11-29T12:36:25","modified_gmt":"2024-11-29T11:36:25","slug":"pmo-wfm","status":"publish","type":"page","link":"https:\/\/oswego.eu\/ar\/pmo-wfm\/","title":{"rendered":"Use case : PMO WFM"},"content":{"rendered":"
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AMELIORER L’EXPERIENCE CLIENT : SYNERGIES DIGITAL ET EFFICACITE OPERATIONNELLE<\/h2>\n\n\n\n

Comment OswegO a aid\u00e9 une filiale innovante d\u2019une mutuelle \u00e0 optimiser ses ressources pour offrir une exp\u00e9rience client fluide et coh\u00e9rente ?<\/h1>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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EST-CE QUE LES CANAUX DIGITAL PEUVENT DEVENIR LES FERS DE LANCE DE LA RELATION CLIENT ?<\/p>\n\n\n\n

Face \u00e0 des difficult\u00e9s d\u2019acc\u00e8s client sur ses canaux digitaux, une filiale innovante d\u2019une grande mutuelle a fait appel \u00e0 OswegO pour \u00e9valuer et optimiser ses ressources.<\/p>\n<\/blockquote>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Comment le workforce management peut servir de tremplin \u00e0 l’excellence op\u00e9rationnelle ?<\/h2>\n<\/div>\n\n\n\n
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Contexte<\/h3>\n\n\n\n

Filiale strat\u00e9gique d\u2019une grande mutuelle d\u2019assurance fran\u00e7aise, cette organisation avait pour mission d\u2019explorer et d\u2019exp\u00e9rimenter des solutions digitales innovantes. Cependant, ses ressources relation client<\/strong> peinaient \u00e0 offrir une qualit\u00e9 d\u2019acc\u00e8s homog\u00e8ne sur les canaux (t\u00e9l\u00e9phone, mail, chat). Ces difficult\u00e9s mettaient en p\u00e9ril l\u2019exp\u00e9rience client et nuisaient \u00e0 la satisfaction globale.<\/p>\n<\/div>\n\n\n\n

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Enjeux<\/h3>\n\n\n\n

Identifier si les probl\u00e8mes provenaient d\u2019un manque de ressources<\/strong> ou d\u2019une organisation inefficace<\/strong>.
Restaurer une exp\u00e9rience client fluide et efficace \u00e0 travers tous les canaux.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Mission d’OswegO PMO<\/h3>\n\n\n\n

Pendant trois mois, un consultant senior<\/strong> et un directeur associ\u00e9<\/strong> d\u2019OswegO ont travaill\u00e9 en \u00e9troite collaboration avec les \u00e9quipes de management pour fournir des r\u00e9ponses op\u00e9rationnelles.<\/p>\n\n\n\n


Les actions cl\u00e9s mises en oeuvre :
Mod\u00e9lisation des principaux flux de relation client<\/strong> pour identifier les parcours et points de friction.
\u00c9valuation des temps de traitement par canal<\/strong>, mettant en lumi\u00e8re des inefficacit\u00e9s critiques.
Analyse du temps de travail<\/strong> pour d\u00e9tecter les \u00e9carts entre charges et capacit\u00e9s op\u00e9rationnelles.<\/p>\n\n\n\n

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D\u00e9couvrir OswegO PMO<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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Les outils et solutions qui d\u00e9livrent des r\u00e9sultats concrets<\/h2>\n<\/div>\n\n\n\n
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Un mod\u00e8le de dimensionnement prospectif sur 12 mois, offrant une visibilit\u00e9 claire sur les besoins futurs.<\/p>\n\n\n\n

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La normalisation des temps de traitement, garantissant une coh\u00e9rence entre les diff\u00e9rents canaux.<\/p>\n<\/div>\n\n\n\n

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Une organisation optimis\u00e9e du temps de travail, align\u00e9e sur les contraintes et les flux op\u00e9rationnels.<\/p>\n<\/div>\n\n\n\n

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Des sc\u00e9narios de planification, prenant en compte les sp\u00e9cificit\u00e9s sociales de l\u2019entreprise, conciliant performance et bien-\u00eatre des collaborateurs.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Pourquoi choisir OswegO pour la mise en oeuvre du workforce management au sein de vos \u00e9quipes ?<\/h2>\n<\/div>\n\n\n\n
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L\u2019importance d\u2019une approche structur\u00e9e et cibl\u00e9e pour optimiser les ressources relation client.<\/p>\n\n\n\n

La capacit\u00e9 d\u2019OswegO \u00e0 fournir des solutions pr\u00e9cises et op\u00e9rationnelles pour transformer les d\u00e9fis en opportunit\u00e9s.<\/p>\n<\/div>\n\n\n\n

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D\u00e9marrer maintenant !<\/h3>\n\n\n\n

Contactez nous aujourd\u2019hui en apprendre d’avantage sur nos offres de conseil.<\/p>\n\n\n\n

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\u2198\ufe0e PRENDRE RENDEZ-VOUS<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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Livre Blanc<\/h3>\n\n\n\n

T\u00e9l\u00e9charger le guide des user cases d\u2019OswegO pour d\u00e9couvrir des exemples concrets d\u2019optimisation de vos op\u00e9rations.<\/p>\n\n\n\n

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T\u00c9L\u00c9CHARGER LE LIVRE BLANC<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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<\/p>","protected":false},"excerpt":{"rendered":"

L’audit op\u00e9rationnel et \u00e9conomique permet d’optimiser le service client et les centres de contact en identifiant des leviers de performance. En analysant plus de 250 points de contr\u00f4le, cette m\u00e9thodologie offre des recommandations concr\u00e8tes pour am\u00e9liorer la rentabilit\u00e9, r\u00e9duire les co\u00fbts et \u00e9tablir un plan d’action structur\u00e9 et prioris\u00e9.<\/p>","protected":false},"author":257993084,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_crdt_document":"","jetpack_post_was_ever_published":false,"footnotes":""},"class_list":["post-362","page","type-page","status-publish","hentry"],"aioseo_notices":[],"yoast_head":"\nUse case : PMO WFM - OswegO<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrir Use case : PMO WFM avec OswegO, un cabinet de conseil sp\u00e9cialis\u00e9 dans l'exp\u00e9rience client et le succ\u00e8s des op\u00e9rations.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/oswego.eu\/ar\/pmo-wfm\/\" \/>\n<meta property=\"og:locale\" content=\"ar_AR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Use case : PMO WFM - 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