{"id":7559,"date":"2014-06-18T12:58:13","date_gmt":"2014-06-18T12:58:13","guid":{"rendered":"https:\/\/www.bpa-solutions.net\/?p=7559"},"modified":"2023-05-09T04:43:34","modified_gmt":"2023-05-09T04:43:34","slug":"sharepoint-crm-lausanne","status":"publish","type":"post","link":"https:\/\/www.bpa-solutions.net\/fr\/sharepoint-crm-lausanne\/","title":{"rendered":"\u00c9tude de cas\u00a0: SharePoint CRM de BPA apporte \u00e0 la Ville de Lausanne 96% de r\u00e9ponses par e-mail dans les d\u00e9lais"},"content":{"rendered":"

La ville de Lausanne, l'une des plus grandes villes de Suisse, compte plus de 4 500 collaborateurs r\u00e9partis dans sept domaines de services et 42 services.<\/p>\n

Objectif du projet :<\/h2>\n

Chaque jour, les services industriels de la ville re\u00e7oivent des centaines de communications (lettres, courriels et t\u00e9l\u00e9copies) auxquelles il faut r\u00e9pondre dans les d\u00e9lais impartis. L'objectif du projet GECO (Gestion du courrier) \u00e9tait d'offrir une solution d'entreprise couvrant les quatre domaines suivants :<\/p>\n

    \n
  1. Efficacit\u00e9 et qualit\u00e9 : Convertir toutes les communications entrantes en format \u00e9lectronique selon les besoins, enregistrer toutes les communications entrantes et les assigner aux gestionnaires du client afin d'obtenir une r\u00e9ponse ad\u00e9quate dans les d\u00e9lais impartis.<\/li>\n
  2. Tra\u00e7abilit\u00e9 : Enregistrer toutes les actions et activit\u00e9s depuis la r\u00e9ception jusqu'\u00e0 la livraison en passant par la r\u00e9ponse.<\/li>\n
  3. Archivage : Conserver toutes les communications entrantes et sortantes pendant toute la dur\u00e9e de la p\u00e9riode l\u00e9gale.<\/li>\n
  4. Suivi et rapports : Fournir des indicateurs, des rapports et des tableaux de bord \u00e0 la direction.<\/li>\n<\/ol>\n

    Le d\u00e9fi : D\u00e9ployer rapidement le syst\u00e8me en production avec des ressources et un budget limit\u00e9s.<\/p>\n

    Solution :<\/h2>\n

    SharePoint 2010 \u00e9tait d\u00e9j\u00e0 en place et utilis\u00e9 principalement par les services pour la collaboration et la gestion des documents. SharePoint a donc \u00e9t\u00e9 naturellement choisi comme plateforme technologique de CRM, afin de maximiser le retour sur investissement de la plateforme et de minimiser le co\u00fbt total de possession de la mise en \u0153uvre de nouvelles solutions d'entreprise. <\/p>\n

    L'achat de la BPA Solution Suite, y compris SharePoint CRM, a permis \u00e0 la ville de fournir diff\u00e9rentes solutions d'affaires qui peuvent \u00eatre utilis\u00e9es imm\u00e9diatement sans d\u00e9veloppement ou codage. La solution de gestion du courrier en fait partie. Cette solution permet d\u00e9sormais aux utilisateurs de produire rapidement des documents imprimables et des courriels \u00e0 l'aide de nombreux mod\u00e8les pr\u00e9d\u00e9finis. La solution permet \u00e9galement aux utilisateurs d'appliquer des filtres et de rechercher rapidement des informations ; les utilisateurs ont la possibilit\u00e9 de visualiser toutes les actions et activit\u00e9s r\u00e9alis\u00e9es tout au long de la cha\u00eene, de la r\u00e9ception \u00e0 la livraison. Enfin, la section \"reporting\" fournit des indicateurs pr\u00e9cis de performance et de veille \u00e9conomique.<\/p>\n

    \"sharepoint<\/a><\/p>\n

    Avantages :<\/h2>\n

    Depuis mai 2013, la solution de gestion du courrier est utilis\u00e9e quotidiennement par l'ensemble du service. En sept mois environ, plus de 25 000 lettres, courriels et fax entrants et sortants ont \u00e9t\u00e9 enregistr\u00e9s et g\u00e9r\u00e9s avec succ\u00e8s.<\/p>\n

    \n

    La solution est facile \u00e0 utiliser et ex\u00e9cute toutes les \u00e9tapes cl\u00e9s du service de gestion du courrier plus rapidement et plus efficacement. L'objectif de 96% de r\u00e9ponses dans les d\u00e9lais a \u00e9t\u00e9 syst\u00e9matiquement atteint et la satisfaction du client s'est consid\u00e9rablement am\u00e9lior\u00e9e.<\/p><\/blockquote>\n<\/div>\n

    Les gestionnaires disposent d\u00e9sormais de plusieurs rapports dynamiques qui leur permettent de mieux suivre les demandes des clients et d'am\u00e9liorer ainsi la qualit\u00e9 du service de gestion du courrier.
    \nCe n'est qu'un exemple de la fa\u00e7on dont BPA Solutions et son CRM SharePoint peuvent aider \u00e0 r\u00e9soudre des probl\u00e8mes difficiles. D'autres solutions commerciales de BPA, y compris la nouvelle solution de gestion des relations avec les partenaires, seront bient\u00f4t disponibles. Suivez notre blog pour plus d'informations sur nos nouveaux produits. <\/p>","protected":false},"excerpt":{"rendered":"

    The City of Lausanne, one of the largest cities in Switzerland, has more than 4,500 collaborators spread out over seven service areas and 42 services. Project Goal: Every day, the City\u2019s industrial services area receives hundreds of communications (letters, email, and fax) that need to be answered on time. The aim of Project GECO (Mail […]<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","inline_featured_image":false,"footnotes":""},"categories":[64,66,58],"tags":[91,69],"class_list":["post-7559","post","type-post","status-publish","format-standard","hentry","category-bpa-solutions","category-crm","category-news-about","tag-lausanne","tag-sharepoint-2013"],"acf":[],"yoast_head":"\nCase Study: SharePoint CRM by BPA brings City of Lausanne 96% of Email Responses on Time - BPA Solutions<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.bpa-solutions.net\/fr\/sharepoint-crm-lausanne\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Case Study: SharePoint CRM by BPA brings City of Lausanne 96% of Email Responses on Time - BPA Solutions\" \/>\n<meta property=\"og:description\" content=\"The City of Lausanne, one of the largest cities in Switzerland, has more than 4,500 collaborators spread out over seven service areas and 42 services. 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