{"id":476,"date":"2022-11-29T18:07:00","date_gmt":"2023-09-07T18:07:40","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=476"},"modified":"2023-11-13T17:35:25","modified_gmt":"2023-11-13T17:35:25","slug":"schneider-electric-outil-rendez-vous","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/fr\/blog\/schneider-electric-outil-rendez-vous\/","title":{"rendered":"Schneider Electric facilite la vie de ses clients et ses agents, gr\u00e2ce \u00e0 un outil de prise de rendez-vous"},"content":{"rendered":"\n<p><b><a href=\"https:\/\/www.se.com\/ww\/fr\/\">Schneider Electric<\/a> est le leader mondial de la gestion de l\u2019\u00e9nergie dans les b\u00e2timents et les industries. Son activit\u00e9 am\u00e8ne son service client \u00e0 organiser quotidiennement des visites chez les clients. Une t\u00e2che chronophage, que Schneider Electric souhaitait parfaire et acc\u00e9l\u00e9rer, \u00e0 la fois pour garantir la meilleure exp\u00e9rience client, mais aussi pour optimiser le temps de ses \u00e9quipes. L\u2019\u00e9nerg\u00e9ticien s\u2019est donc mis en qu\u00eate d\u2019un nouvel outil de gestion des rendez-vous.<\/b><\/p>\n\n\n\n<p>\u00ab Nous prenons tr\u00e8s \u00e0 coeur l\u2019exp\u00e9rience de nos clients. Le nombre \u00e9lev\u00e9 de demandes, notamment aux heures de pointes, renforce l\u2019importance de les g\u00e9rer efficacement. Qui plus est, la majorit\u00e9 des appels re\u00e7us entra\u00eene l\u2019organisation d\u2019une visite de suivi. Un outil efficace de gestion des rendez-vous est donc cl\u00e9 pour notre activit\u00e9 \u00bb, explique Anca Deaconescu, Technology Leader du service client de Schneider Electric. <\/p>\n\n\n\n<div class=\"layout-six wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">79% des professionnels du service client investissent dans l&rsquo;IA<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Obtenez des insights cl\u00e9s de 6\u00a0500 professionnels sur l&rsquo;avenir du secteur.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_self\" href=\"https:\/\/www.salesforce.com\/fr\/form\/service-cloud\/state-of-service-7\/?nc=701ed000010AvAzAAK\">Lire le guide<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"577\" src=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2026\/04\/Form-Conf-7th.png\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2026\/04\/Form-Conf-7th.png 2533w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2026\/04\/Form-Conf-7th.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2026\/04\/Form-Conf-7th.png?w=768&amp;h=433 768w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2026\/04\/Form-Conf-7th.png?w=1024&amp;h=577 1024w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2026\/04\/Form-Conf-7th.png?w=1536&amp;h=865 1536w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2026\/04\/Form-Conf-7th.png?w=2048&amp;h=1154 2048w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2026\/04\/Form-Conf-7th.png?w=150&amp;h=85 150w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\n<p>Pour le service client de Schneider Electric, un outil \u00e9tait n\u00e9cessaire pour :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\n<p>Proposer aux clients des options en libre-service, pour r\u00e9soudre eux-m\u00eames leur demande avant de contacter un agent ; <\/p>\n<\/li>\n\n\n\n<li>\n<p>Mieux distribuer les appels entrants, en fonction des ressources disponibles et de la charge de travail ;<\/p>\n<\/li>\n\n\n\n<li>\n<p>G\u00e9rer efficacement les appels, en fonction de leur dur\u00e9e et leur priorit\u00e9.<\/p>\n<\/li>\n<\/ul>\n\n\n\n<p>Autant de t\u00e2ches r\u00e9alisables \u00e0 l\u2019aide de <a href=\"https:\/\/www.salesforce.com\/products\/platform\/products\/lightning-scheduler\/\">Salesforce Scheduler<\/a>, dont l\u2019int\u00e9gration aux calendriers Outlook des agents facilitent encore plus la prise de rendez-vous. \u00ab Scheduler nous est apparue comme une \u00e9vidence, car nous utilisons d\u00e9j\u00e0 Service Cloud pour notre gestion des demandes. L\u2019int\u00e9gration des deux outils se ferait en un clin d&rsquo;\u0153il. Et la rapidit\u00e9 est essentielle sur ces sujets \u00bb, ajoute Anca Deaconescu.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d5ce29a61d8&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d5ce29a61d8\" class=\"wp-block-image wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2023\/09\/schneider-electric-interviewees.png?strip=all&#038;quality=95\" alt=\"Portraits de Anca Deaconescu et Pooja Thayil\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p>Pooja Thayil, Integration Architect et Anca Deaconescu, Technology Leader chez Schneider Electric<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-une-prise-de-rendez-vous-simplifiee\"><b>Une prise de rendez-vous simplifi\u00e9e <\/b><\/h2>\n\n\n\n<p> La qu\u00eate de simplification du case management de Schneider Electric \u00e0 d\u00e9but\u00e9 par un projet pilote au Br\u00e9sil. Les agents locaux utilisent Salesforce Scheduler pour planifier les rendez-vous. <\/p>\n\n\n\n<p>Puisque Scheduler s\u2019int\u00e8gre parfaitement au flux de gestion des demandes (op\u00e9r\u00e9 par Service Cloud), les agents n&rsquo;ont pas besoin de jongler entre les syst\u00e8mes. Ils peuvent prendre des rendez-vous plus facilement et le cas \u00e9ch\u00e9ant, identifier quel agent contacter ou quelle action entreprendre pour r\u00e9soudre la requ\u00eate. <\/p>\n\n\n\n<p>Auparavant, pour planifier un rendez-vous, les agents devaient v\u00e9rifier plusieurs syst\u00e8mes et calendriers et contacter les autres services. D\u00e9sormais, ils ont une vision claire de la disponibilit\u00e9 de l&rsquo;\u00e9quipe concern\u00e9e. L&rsquo;int\u00e9gration d&rsquo;Outlook permet d\u2019\u00e9viter les doubles r\u00e9servations et d\u2019offrir une meilleure qualit\u00e9 de service. Cela signifie \u00e9galement qu&rsquo;il n&rsquo;est plus n\u00e9cessaire de mettre le client en attente pendant que l&rsquo;agent v\u00e9rifie les calendriers et identifie le service ad\u00e9quat.<\/p>\n\n\n\n<p>\u00ab Les agents du service client ont plus de contr\u00f4le sur leur temps et leur charge de travail est mieux \u00e9quilibr\u00e9e \u00bb, ajoute Anca Deaconescu. \u00ab Par ailleurs, cela \u00e9vite les situations stressantes lors d&rsquo;une interaction en direct et garantit un processus fluide pour les clients comme pour les agents. \u00bb<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-offrir-une-meilleure-experience-client\"> <b>Offrir une meilleure exp\u00e9rience client<\/b><\/h2>\n\n\n\n<p> La force de Scheduler est de s\u2019adapter aux flux de travail de Schneider Electric : \u00ab nous avons programm\u00e9 dans l\u2019outil de gestion de nos appels une p\u00e9riode tampon de 15 minutes. Ainsi, lorsqu\u2019un appel s\u2019ensuit d\u2019une prise de rendez-vous, l\u2019agent dispose de ce laps de temps pour r\u00e9diger des notes sur l&rsquo;appel ou m\u00eame entreprendre l\u2019\u00e9tape suivante de r\u00e9solution du dossier \u00bb, d\u00e9taille Pooja Thayil, Integration Architect chez Schneider Electric.<\/p>\n\n\n\n<p>Schneider Electric d\u00e9sire pousser encore plus loin l\u2019exp\u00e9rience de prise de rendez-vous, en laissant cette initiative au client ! Plut\u00f4t que de devoir t\u00e9l\u00e9phoner et parler \u00e0 un agent, les clients pourront d\u00e9sormais se connecter \u00e0 un portail et r\u00e9server eux-m\u00eames leur cr\u00e9neau. Ils n\u2019auront plus \u00e0 patienter, et pourront le faire quand ils le souhaitent.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-l-efficacite-numerique-le-secret-d-un-service-client-performant\"><b> L\u2019efficacit\u00e9 num\u00e9rique : le secret d\u2019un service client performant<\/b><\/h2>\n\n\n\n<p> L\u2019utilisation de Scheduler pour compl\u00e9ter le CRM et le processus de gestion des dossiers existant a permis d\u2019accro\u00eetre l\u2019efficacit\u00e9 des \u00e9quipes de Schneider Electric. Dans cette nouvelle \u00e8re data-driven, les processus des entreprises doivent \u00eatre les plus efficaces possible. Non seulement car cela correspond aux attentes des clients, mais aussi car cela permet d\u2019\u00e9conomiser du temps et de l\u2019argent. <\/p>\n\n\n\n<p>C\u2019est exactement ce qu\u2019a fait Schneider Electric en permettant \u00e0 ses agents d\u2019aider plus de clients, plus rapidement. En optimisant ainsi la gestion des appels, les agents r\u00e9solvent les requ\u00eates des clients plus rapidement et leurs flux de travail sont encore plus efficaces. <\/p>\n\n\n\n<p>Les r\u00e9sultats obtenus suite au lancement du pilote parlent d\u2019eux-m\u00eames. Les agents du service client de Schneider Electric sont satisfaits de la mani\u00e8re dont Scheduler leur simplifie la t\u00e2che.<\/p>\n\n\n\n<p>Les prochaines \u00e9tapes consisteront \u00e0 d\u00e9ployer l&rsquo;utilisation de l&rsquo;outil sur tous les sites et \u00e0 activer la fonctionnalit\u00e9 de prise de rendez-vous en libre-service. Mais d\u00e9j\u00e0, Scheduler aide Schneider Electric \u00e0 construire un parcours plus fluide et plus agr\u00e9able pour ses clients. Un parcours qui r\u00e9pond \u00e0 la fois \u00e0 leurs attentes et \u00e0 aux besoins de l\u2019entreprise.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Planifier les rendez-vous clients avec les bons interlocuteurs, au bon moment, est un d\u00e9fi majeur pour le service client. D\u00e9couvrez comment Schneider Electric a transform\u00e9 son case management.<\/p>\n","protected":false},"author":1,"featured_media":478,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[12],"sf_content_type":[],"blog":[363],"coauthors":[27],"class_list":["post-476","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-service","blog-service"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Schneider Electric facilite la vie de ses clients et ses agents, gr\u00e2ce \u00e0 un outil de prise de rendez-vous \u2022 Salesforce<\/title>\n<meta name=\"description\" content=\"Planifier les rendez-vous clients avec les bons interlocuteurs, au bon moment, est un d\u00e9fi majeur pour le service client. 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