{"id":2468,"date":"2020-04-20T11:12:28","date_gmt":"2020-04-20T11:12:28","guid":{"rendered":"https:\/\/emailtree.ai\/customer-success-stories\/bwm-mediasoft-customer-service-hyperautomation\/"},"modified":"2020-12-19T08:17:53","modified_gmt":"2020-12-19T08:17:53","slug":"bwm-mediasoft-hyperautomatisation-service-client","status":"publish","type":"page","link":"https:\/\/emailtree.ai\/fr\/customer-success-stories\/bwm-mediasoft-hyperautomatisation-service-client\/","title":{"rendered":"BWM Mediasoft Hyperautomatisation Service Client"},"content":{"rendered":"<h1 style=\"text-align: left;\"><strong>BWM Mediasoft: <\/strong><strong>Hyperautomatisation&nbsp;<\/strong><\/h1>\n<h1><strong>Service Client&nbsp;<\/strong><strong>Ecommerce<\/strong><\/h1>\n<p style=\"text-align: left;\">D\u00e9couvrez comment les entreprises tirent parti des Solutions d&rsquo;Hyperautomatisation du Service Client EmailTree<\/p>\n<p>CLIENT:&nbsp;<strong>BWM Mediasoft<\/strong><\/p>\n<p>PAYS: <strong>LUXEMBOURG<\/strong><\/p>\n<p>INDUSTRIE: <strong>ECOMMERCE<\/strong><\/p>\n<p><span><a href=\"https:\/\/www.bwm-mediasoft.com\/\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" alt=\"\" data-id=\"478\" width=\"180\" height=\"73\" title=\"logo-bwm\" src=\"https:\/\/emailtree.ai\/wp-content\/uploads\/2020\/01\/logo-bwm.png\" style=\"\" data-init-width=\"169\" data-init-height=\"68\" loading=\"lazy\" data-link-wrap=\"true\" data-width=\"180\" data-height=\"73\"><\/a><\/span><\/p>\n<p><span style=\"color: var(--tcb-color-4);\">DESCRIPTION DU CLIENT<\/span><\/p>\n<p><span style=\"font-weight: normal;\">Fond\u00e9 en 1998 en Roumanie, le groupe BWM Mediasoft est aujourd&rsquo;hui un leader de la distribution \u00e9lectronique de logiciels sur plusieurs march\u00e9s (France, Benelux, Roumanie, etc.)<\/span><\/p>\n<p><span style=\"color: var(--tcb-color-4);\">SOLUTION<\/span><\/p>\n<ul>\n<li style=\"\"><span style=\"\">Composition d&rsquo;Email<\/span><\/li>\n<li><span>G\u00e9n\u00e9ration de R\u00e9ponse Automatique<\/span><\/li>\n<li><span>Automatisation du Traitement Robotique (RPA &#8211; Robotic Process Automation)<\/span><\/li>\n<li><span>G\u00e9n\u00e9ration Automatique de Factures<\/span><\/li>\n<li><span>Traitement Automatique des Paiements<\/span><\/li>\n<li><span>Automatisation des T\u00e2ches<\/span><\/li>\n<li><span>Gestion de la Relation Client<\/span><\/li>\n<li><span>Gestion du Carnet d&rsquo;Adresses<\/span><\/li>\n<li><span>Gestion de l&rsquo;Equipe d&rsquo;Assistance<\/span><\/li>\n<li><span>G\u00e9n\u00e9ration Automatique de Licences<\/span><\/li>\n<\/ul>\n<p>Notre organisation est toujours ax\u00e9e sur la satisfaction des clients. Nous proposons \u00e0 nos clients des produits simples et efficaces. Nous comprenons leurs besoins, les anticipons et y r\u00e9pondons le plus rapidement possible, de mani\u00e8re flexible et globale. Chaque client satisfait est une autre \u00e9tape vers le succ\u00e8s!<\/p>\n<p>Depuis 1998, <a href=\"https:\/\/www.bwm-mediasoft.com\/\" target=\"_blank\" style=\"outline: none;\" rel=\"noopener noreferrer\">BWM Mediasoft<\/a> est un partenaire officiel de distribution \u00e9lectronique de logiciels pour les principaux leaders de l&rsquo;industrie du logiciel tels que: <a href=\"https:\/\/microsoft.acheter-telecharger.com\/\" target=\"_blank\" style=\"outline: none;\" rel=\"noopener noreferrer\">Microsoft<\/a>, <a href=\"https:\/\/nod32.achat-licence.fr\/\" target=\"_blank\" style=\"outline: none;\" rel=\"noopener noreferrer\">Eset<\/a>, <a href=\"https:\/\/bitdefender.solutions-antivirus.com\/\" target=\"_blank\" style=\"outline: none;\" rel=\"noopener noreferrer\">Bitdefender<\/a>, <a href=\"https:\/\/voucherreseller.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">MEGA<\/a>, <a href=\"https:\/\/www.solutions-antivirus.com\/gdata\/\" target=\"_blank\" style=\"outline: none;\" rel=\"noopener noreferrer\">G Data<\/a>, <a href=\"https:\/\/panda.program-antivirus.ro\/\" target=\"_blank\" style=\"outline: none;\" rel=\"noopener noreferrer\">Panda Security<\/a>, <a href=\"https:\/\/fsecure.acheter-telecharger.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">F-Secure<\/a> et bien d&rsquo;autres.<\/p>\n<p><span style=\"width: 100%;\"><a href=\"https:\/\/microsoft.acheter-telecharger.com\/\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" alt=\"\" width=\"1392\" height=\"746\" title=\"microsoft-BWM-mediasoft-partner\" data-id=\"1199\" src=\"https:\/\/emailtree.ai\/wp-content\/uploads\/microsoft-BWM-mediasoft-partner.png\" style=\"\" data-init-width=\"1392\" data-init-height=\"746\" loading=\"lazy\" data-link-wrap=\"true\"><\/a><\/span><\/p>\n<h3>Microsoft Office 365 Software<\/h3>\n<p>B2B et B2C<\/p>\n<p><span style=\"width: 100%;\"><a href=\"https:\/\/nod32.achat-licence.fr\/\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" alt=\"\" width=\"114\" height=\"45\" title=\"1200px-ESET_logo.svg\" data-id=\"481\" src=\"https:\/\/emailtree.ai\/wp-content\/uploads\/2020\/01\/1200px-ESET_logo.svg_.png\" style=\"\" data-init-width=\"114\" data-init-height=\"45\" loading=\"lazy\" data-link-wrap=\"true\"><\/a><\/span><\/p>\n<h3>ESET Logiciel de S\u00e9curit\u00e9 Antivirus<\/h3>\n<p>B2B et B2C<\/p>\n<p><span style=\"width: 100%;\"><a href=\"https:\/\/bitdefender.solutions-antivirus.com\/\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" alt=\"\" width=\"119\" height=\"64\" title=\"Bitdefender-logo1\" data-id=\"480\" src=\"https:\/\/emailtree.ai\/wp-content\/uploads\/2020\/01\/Bitdefender-logo1.png\" style=\"\" data-init-width=\"119\" data-init-height=\"64\" loading=\"lazy\" data-link-wrap=\"true\"><\/a><\/span><\/p>\n<h3>Bitdefender Logiciel de S\u00e9curit\u00e9 Antivirus<\/h3>\n<p>B2B et B2C<\/p>\n<h3>Situation avant la mise en place d&rsquo;EmailTree:<\/h3>\n<p>Au sein de notre organisation, chaque agent effectue une s\u00e9rie de t\u00e2ches chronologiques afin de r\u00e9pondre \u00e0 la demande ou au probl\u00e8me d\u2019un client. Quelques exemples:<\/p>\n<h3><strong>T\u00e2ches manuelles ex\u00e9cut\u00e9es avant d&rsquo;utiliser EmailTree<\/strong><\/h3>\n<ul>\n<li>                    <span>Rechercher manuellement dans les bases de donn\u00e9es des clients<\/span><\/li>\n<li><span>V\u00e9rification manuelle de tous les probl\u00e8mes expliqu\u00e9s par le client dans son e-mail<\/span><\/li>\n<li><span>Rechercher manuellement l&rsquo;historique de notre client, est-il notre client ou non<\/span><\/li>\n<li><span>Modifications de diff\u00e9rents \u00e9l\u00e9ments comme l&rsquo;adresse, les e-mails ou les informations personnelles dans le compte du client<\/span><\/li>\n<li><span>Envoi d&rsquo;une offre personnalis\u00e9e \u00e0 un client en tenant compte de ses besoins<\/span><\/li>\n<li><span>R\u00e9pondre manuellement aux e-mails des clients<\/span><\/li>\n<\/ul>\n<h3>ICP (KPI): <strong>Temps De Traitement Moyen (AHT &#8211; Average Handling Time)<\/strong><\/h3>\n<p>Le temps consacr\u00e9 \u00e0 la demande \/ au probl\u00e8me d\u2019un client d\u00e9pend toujours de la complexit\u00e9 des questions du client.<\/p>\n<p>Si le client nous \u00e9crit concernant une demande ou un probl\u00e8me complexe, notre Temps De Traitement Moyen (AHT &#8211; Average Handling Time) augmentera car notre agent devra faire plus de v\u00e9rifications et de modifications dans nos bases de donn\u00e9es, puis pr\u00e9parer la r\u00e9ponse \u00e0 l&rsquo;e-mail du client.<\/p>\n<p>Le Temps De Traitement Moyen (AHT &#8211; Average Handling Time) d\u00e9pens\u00e9 pour la demande d&rsquo;un client dans notre entreprise \u00e9tait en moyenne de 5 \u00e0 6 minutes (f\u00e9vrier 2018 pr\u00e9c\u00e9dent).<\/p>\n<h3>Description de la solution EmailTree<\/h3>\n<p>Le partenariat avec EmailTree AI est n\u00e9 de notre volont\u00e9 d&rsquo;augmenter l&rsquo;efficacit\u00e9 \/ productivit\u00e9 et de r\u00e9duire le temps de r\u00e9ponse, tout en augmentant consid\u00e9rablement la satisfaction client.<\/p>\n<p>La solution EmailTree nous a aid\u00e9s \u00e0 automatiser la plupart de notre flux de travail et des t\u00e2ches manuelles.<\/p>\n<h3><strong>T\u00e2ches, processus et flux de travail automatis\u00e9s par EmailTree<\/strong><\/h3>\n<ul>\n<li>                    <span>Sur l&rsquo;interface EmailTree, nous pouvons <strong>voir le compte du client<\/strong> (s&rsquo;il est client ou non). EmailTree nous aide et <strong>sugg\u00e8re automatiquement des comptes similaires existants<\/strong> dans notre base de donn\u00e9es afin <strong>d&rsquo;identifier le bon client<\/strong>.<\/span><\/li>\n<li>                    <span>Si l&rsquo;un de nos clients demande une mise \u00e0 jour sur son compte, EmailTree <strong>interpr\u00e8te <\/strong>automatiquement cette demande et <strong>met \u00e0 jour le compte du client<\/strong> avec les nouvelles informations.<\/span><\/li>\n<li>                    <span>EmailTree <strong>g\u00e9n\u00e8re et envoie automatiquement des offres<\/strong> directement depuis le compte du client. Lorsqu&rsquo;il re\u00e7oit le OK du client, EmailTree <strong>envoie automatiquement la facture<\/strong> de la commande et un <strong>e-mail automatis\u00e9<\/strong> expliquant les prochaines \u00e9tapes pour le paiement qui doit \u00eatre effectu\u00e9 par le client.<\/span><\/li>\n<li>                    <span>Lorsque vous r\u00e9pondez \u00e0 l&rsquo;e-mail d&rsquo;un client, EmailTree <strong>propose automatiquement des suggestions pour la r\u00e9ponse par e-mail<\/strong>. Cela nous permet de <strong>r\u00e9pondre \u00e0 l&rsquo;e-mail en quelques secondes<\/strong> dans certains cas.<\/span><\/li>\n<\/ul>\n<h3>R\u00e9sultats<\/h3>\n<p>Apr\u00e8s avoir impl\u00e9ment\u00e9 la solution EmailTree dans notre organisation, le temps n\u00e9cessaire pour r\u00e9soudre les diff\u00e9rentes t\u00e2ches a consid\u00e9rablement diminu\u00e9 car la plupart de nos t\u00e2ches ont \u00e9t\u00e9 automatis\u00e9es avec EmailTree. Il ex\u00e9cute et compl\u00e8te automatiquement la plus grande partie des missions de notre service d&rsquo;assistance \u00e0 la client\u00e8le.<\/p>\n<h3><strong>Gain de temps par jour gr\u00e2ce \u00e0 l&rsquo;automatisation des t\u00e2ches et \u00e0 la composition des e-mails<\/strong><\/h3>\n<p>Depuis l&rsquo;utilisation de la solution EmailTree, nos d\u00e9partements de service client et de support technique \u00e9conomisent plus de 60% du temps pass\u00e9 par jour sur les e-mails, demandes ou probl\u00e8mes techniques.<\/p>\n<p>60<span>%<\/span><\/p>\n<p style=\"text-align: right;\">DIMINUTION<\/p>\n<p style=\"text-align: left;\">Temps de r\u00e9solution moyen par e-mail et co\u00fbts des op\u00e9rations de service client.<\/p>\n<h3><strong>Temps De Traitement Moyen (AHT &#8211; Average Handling Time)<\/strong><\/h3>\n<p>Le temps moyen consacr\u00e9 \u00e0 la demande d\u2019un client a consid\u00e9rablement diminu\u00e9. Nous pouvons traiter et r\u00e9pondre aux clients en moins d&rsquo;une minute dans la plupart des cas. Dans les probl\u00e8mes plus complexes, le Temps De Traitement Moyen (AHT &#8211; Average Handling Time) est pass\u00e9 \u00e0 2 \u00e0 3 minutes en raison de l&rsquo;efficacit\u00e9, des suggestions et de la r\u00e9action de l&rsquo;algorithme d&rsquo;EmailTree. Cela permet de proposer un meilleur SLA (Service Level Agreement) au niveau mondial.<\/p>\n<p>1 min<\/p>\n<p style=\"text-align: left;\">Temps de r\u00e9solution moyen par e-mail.<\/p>\n<h3>Satisfaction du client<\/h3>\n<p>Beaucoup de nos clients saluent notre r\u00e9activit\u00e9 et notre r\u00e9activit\u00e9. Nous recevons quotidiennement des compliments de la part de nos clients et partenaires commerciaux concernant notre proactivit\u00e9, notre temps de r\u00e9action et notre attitude \u00abCan Do\u00bb.<\/p>\n<p>Les retours de nos clients nous montrent que nous sommes sur la bonne voie pour r\u00e9ussir. Cela g\u00e9n\u00e8re une \u00e9nergie plus positive dans l&rsquo;ensemble, pour nos \u00e9quipes internes et nos clients.<\/p>\n<p>30%<\/p>\n<p style=\"text-align: left;\">Augmentez la satisfaction client et le taux de fid\u00e9lisation.<\/p>\n<h3>Augmentation des ventes en utilisant le temps gagn\u00e9 pour effectuer des t\u00e2ches \u00e0 valeur ajout\u00e9e<\/h3>\n<p>Les ventes de BWM Mediasoft ont consid\u00e9rablement augment\u00e9 depuis que nous avons commenc\u00e9 \u00e0 utiliser EmailTree.<\/p>\n<p>Avec le temps suppl\u00e9mentaire qu&rsquo;EmailTree nous a donn\u00e9, nous pouvons nous concentrer davantage sur notre plan marketing et nos strat\u00e9gies pour augmenter les ventes futures. Cela nous laisse plus de temps pour revoir nos m\u00e9thodes traditionnelles de commerce \u00e9lectronique et pour essayer des m\u00e9thodes diff\u00e9rentes et nouvelles afin d&rsquo;augmenter les ventes, d&rsquo;acqu\u00e9rir de nouveaux clients, d&rsquo;inciter les clients existants \u00e0 acheter plus et d&rsquo;am\u00e9liorer la fid\u00e9lit\u00e9 des clients.<\/p>\n<p>25<span>%<\/span><\/p>\n<p style=\"text-align: right;\">AUGMENTATION<\/p>\n<p style=\"text-align: left;\">Augmentation des ventes.<\/p>\n<h3>Robot de Service Client<\/h3>\n<h4>Qu&rsquo;est-ce que le Robot de Service Client?<\/h4>\n<p>Un \u201cRobot de Service Client\u201d est un logiciel d&rsquo;automatisation artisanal sp\u00e9cifique \u00e0 une cible, utilis\u00e9 pour diverses op\u00e9rations au quotidien. L\u2019objectif de cet outil est d\u2019am\u00e9liorer la productivit\u00e9 et l\u2019efficacit\u00e9 en interne tout en am\u00e9liorant l\u2019exp\u00e9rience de l\u2019utilisateur final gr\u00e2ce \u00e0 des r\u00e9ponses plus rapides. Le robot est capable d&rsquo;interagir avec les donn\u00e9es des plates-formes internes, d&rsquo;identifier les demandes, de prendre des d\u00e9cisions et d&rsquo;agir sur les plates-formes internes et externes. Le processus automatis\u00e9 est transparent, il d\u00e9crit chaque d\u00e9cision et action dans un document lisible par l&rsquo;homme, et il peut s&rsquo;ex\u00e9cuter sans supervision ni assistance humaine.<\/p>\n<p><span style=\"width: 100%;\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" width=\"175\" height=\"137\" title=\"Quotation_marks_image_03\" data-id=\"41605\" src=\"\/\/emailtree.ai\/wp-content\/uploads\/tcb_content_templates\/\/images\/Quotation_marks_image_03.png\" style=\"\"><\/span><\/p>\n<p>\u201cLe partenariat avec EmailTree AI est n\u00e9 de notre volont\u00e9 d&rsquo;augmenter l&rsquo;efficacit\u00e9 \/ productivit\u00e9 et de r\u00e9duire le temps de r\u00e9ponse, tout en augmentant consid\u00e9rablement la satisfaction client.\u201d<\/p>\n<p><span style=\"width: 100%;\"><img decoding=\"async\" alt=\"Cristian Botezan, Customer Service Manager, BWM Mediasoft\" width=\"140\" height=\"140\" title=\"Cristian Botezan\" data-id=\"1216\" src=\"https:\/\/emailtree.ai\/wp-content\/uploads\/cristian-botezan.png\" style=\"\" data-init-width=\"283\" data-init-height=\"283\" loading=\"lazy\" mt-d=\"0\" data-width=\"140\" data-height=\"140\"><\/span><\/p>\n<p><strong>Cristian Botezan<\/strong><\/p>\n<p>Directeur du Service Client, BWM Mediasoft<\/p>\n<h2 style=\"text-align: center;\"><strong>Pr\u00eat pour votre propre r\u00e9ussite?<\/strong><\/h2>\n<p style=\"text-align: center;\">Laissez-nous r\u00e9pondre \u00e0 vos questions gr\u00e2ce \u00e0 notre atelier d&rsquo;audit Hyperautomatisation.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>BWM Mediasoft: Hyperautomatisation&nbsp; Service Client&nbsp;Ecommerce D\u00e9couvrez comment les entreprises tirent parti des Solutions d&rsquo;Hyperautomatisation du Service Client EmailTree CLIENT:&nbsp;BWM Mediasoft PAYS: LUXEMBOURG INDUSTRIE: ECOMMERCE DESCRIPTION DU CLIENT Fond\u00e9 en 1998 en Roumanie, le groupe BWM Mediasoft est aujourd&rsquo;hui un leader de la distribution \u00e9lectronique de logiciels sur plusieurs march\u00e9s (France, Benelux, Roumanie, etc.) SOLUTION Composition [&hellip;]<\/p>\n","protected":false},"author":8,"featured_media":1970,"parent":2025,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-2468","page","type-page","status-publish","has-post-thumbnail","hentry","post-wrapper","thrv_wrapper"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.6 - 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