{"id":15466,"date":"2017-03-08T23:05:41","date_gmt":"2017-03-08T22:05:41","guid":{"rendered":"https:\/\/acc.creditexpo.be\/\/fr\/?post_type=creditex_nieuws&#038;p=15466"},"modified":"2017-06-06T11:24:37","modified_gmt":"2017-06-06T09:24:37","slug":"le-self-service-est-le-futur","status":"publish","type":"post","link":"https:\/\/acc.creditexpo.be\/fr\/le-self-service-est-le-futur\/","title":{"rendered":"Le self-service est le futur"},"content":{"rendered":"<p><span class=\"intro\">Le self-service est l&#8217;une des tendances sur lesquelles les credit managers doivent miser. Les clients veulent de plus en plus que leur question ou leur probl\u00e8me soit pris en charge directement lorsqu&#8217;il se pose.<\/span><\/p>\n<p><strong>Le self-service est la solution.<\/strong><\/p>\n<p>Le self-service permet de r\u00e9pondre directement \u00e0 ce besoin du client. \u00ab\u00a0Je voudrais conna\u00eetre mon solde \u00e0 r\u00e9gler.\u00a0\u00bb Cher client, veuillez consulter le site Internet. La liste des applications potentielles est sans fin. Voici quelques exemples\u00a0:<\/p>\n<ul>\n<li>Modifier les donn\u00e9es du client (adresse ou personne de contact, par exemple)<\/li>\n<li>Consulter le solde \u00e0 r\u00e9gler<\/li>\n<li>Consulter et t\u00e9l\u00e9charger des factures<\/li>\n<li>Modifier un num\u00e9ro de compte pour remboursement<\/li>\n<li>Demander un report de paiement pour des factures<\/li>\n<li>Demander un r\u00e8glement de paiement<\/li>\n<li>Modifier la m\u00e9thode de paiement et demander une domiciliation<\/li>\n<li>Activer un nouveau service (par exemple un rappel par SMS)<\/li>\n<li>Modifier la m\u00e9thode d&#8217;envoi (papier\/\u00e9lectronique)<\/li>\n<li>Enregistrer une plainte concernant une facture et bloquer les rappels la concernant<\/li>\n<\/ul>\n<p>Autant d&#8217;applications qui coulent de source, mais qui ne sont que trop peu utilis\u00e9es actuellement. Comment cela se fait-il?<\/p>\n<p><strong>La qualit\u00e9 du processus est essentielle<\/strong><\/p>\n<p>Vos processus internes doivent \u00eatre parfaitement organis\u00e9s pour pouvoir faire pleinement usage du self-service. Une erreur dans la comptabilisation d&#8217;un paiement est sanctionn\u00e9e sans piti\u00e9 lorsqu&#8217;un client consulte un extrait de compte et y trouve soudainement des transactions \u00e9tranges. Difficile d&#8217;\u00e9laborer un plan de paiement en l&#8217;absence de r\u00e8gles claires \u00e0 ce sujet. Quand un client peut-il cr\u00e9er un plan personnellement\u00a0? En toutes circonstances\u00a0? En dessous d&#8217;un montant pr\u00e9cis\u00a0? Que se passe-t-il lorsqu&#8217;un client a \u00e9t\u00e9 appel\u00e9 en justice\u00a0? Le flux de modifications \u00e0 destination de vos syst\u00e8mes sous-jacents passant par le portail clients doit \u00eatre parfait et la communication concern\u00e9e doit \u00eatre enti\u00e8rement conforme. Pour que vos efforts soient porteurs, vous devrez examiner chaque \u00e9tape du processus. Chaque business rule doit \u00eatre v\u00e9rifi\u00e9e. Vous devez avoir la certitude que l&#8217;attente du client sera satisfaite\u00a0!<\/p>\n<p><strong>Tout le monde doit \u00eatre content<\/strong><\/p>\n<p>Lorsque vous y parvenez, les visages s&#8217;illuminent de bonheur. Le succ\u00e8s de la mise en \u0153uvre du self-service r\u00e9duit les co\u00fbts de service, gr\u00e2ce \u00e0 quoi votre patron retrouve le sourire. Moins de coups de t\u00e9l\u00e9phone, moins d&#8217;e-mails, tout est juste d\u00e8s la premi\u00e8re fois. Quant aux clients, ce sont eux qui choisissent ce qu&#8217;ils font et quand ils le font. Une garantie de satisfaction client plus \u00e9lev\u00e9e. Les collaborateurs seront contents eux aussi, puisqu&#8217;ils n&#8217;auront plus \u00e0 effectuer les op\u00e9rations faciles, r\u00e9p\u00e9titives et souvent ennuyeuses.<\/p>\n<p>Le self-service en credit management n&#8217;est plus une possibilit\u00e9 \u00e0 ne prendre en compte que lorsque vous aurez un jour du temps \u00e0 lui consacrer, c&#8217;est un \u00e9l\u00e9ment incontournable du credit management moderne. Au travail\u00a0!<\/p>\n<p><strong>Steven Penne<\/strong><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-15451 size-medium\" src=\"https:\/\/acc.creditexpo.be\/\/wp-content\/uploads\/2017\/03\/Steven-Penne-300x200.jpg\" alt=\"Steven Penne\" width=\"300\" height=\"200\" srcset=\"https:\/\/acc.creditexpo.be\/\/wp-content\/uploads\/2017\/03\/Steven-Penne-300x200.jpg 300w, https:\/\/acc.creditexpo.be\/\/wp-content\/uploads\/2017\/03\/Steven-Penne-768x511.jpg 768w, https:\/\/acc.creditexpo.be\/\/wp-content\/uploads\/2017\/03\/Steven-Penne-1024x682.jpg 1024w, https:\/\/acc.creditexpo.be\/\/wp-content\/uploads\/2017\/03\/Steven-Penne-120x80.jpg 120w, https:\/\/acc.creditexpo.be\/\/wp-content\/uploads\/2017\/03\/Steven-Penne.jpg 1400w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/p>\n<p><a href=\"http:\/\/www.workincapital.be\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-15456\" src=\"https:\/\/acc.creditexpo.be\/\/wp-content\/uploads\/2017\/03\/work-in-capital-logo-300x54.png\" alt=\"work in capital logo\" width=\"300\" height=\"54\" srcset=\"https:\/\/acc.creditexpo.be\/\/wp-content\/uploads\/2017\/03\/work-in-capital-logo.png 300w, https:\/\/acc.creditexpo.be\/\/wp-content\/uploads\/2017\/03\/work-in-capital-logo-120x22.png 120w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a><\/p>\n<p>Bron: www.workincapital.be<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Le self-service est l&#8217;une des tendances sur lesquelles les credit managers doivent miser. Les clients veulent de plus en plus que leur question ou leur probl\u00e8me soit pris en charge directement lorsqu&#8217;il se pose. Le self-service est la solution. Le self-service permet de r\u00e9pondre directement \u00e0 ce besoin du client. \u00ab\u00a0Je voudrais conna\u00eetre mon solde [&hellip;]<\/p>\n","protected":false},"author":18,"featured_media":15468,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[43],"tags":[],"class_list":["post--15466","post","post--type-post","post--status-publish","post--format-standard","post--has-post-thumbnail","post--hentry","post--category-general"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Le self-service est le futur - Credit Expo Belgi\u00eb<\/title>\n<meta name=\"description\" content=\"Le self-service est l&#039;une des tendances sur lesquelles les credit managers doivent miser. 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