{"id":4005,"date":"2024-09-11T16:06:44","date_gmt":"2024-09-11T16:06:44","guid":{"rendered":"https:\/\/incotelgroup.com\/case-studies\/case-study-north-american-kitchen-bath-hardware-company\/"},"modified":"2024-09-18T14:33:21","modified_gmt":"2024-09-18T14:33:21","slug":"entreprise-nord-americain-quincaillerie-cuisine-salle-de-bains","status":"publish","type":"page","link":"https:\/\/incotelgroup.com\/fr\/etudes-de-cas\/entreprise-nord-americain-quincaillerie-cuisine-salle-de-bains\/","title":{"rendered":"\u00c9tude de Cas : Entreprise Nord-Am\u00e9ricaine de Quincaillerie de Cuisine et Salles de Bains\u00a0"},"content":{"rendered":"

[et_pb_section fb_built=\u00a0\u00bb1″ _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_row column_structure=\u00a0\u00bb1_2,1_2″ _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb1_2″ _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb text_font=\u00a0\u00bbCaveat||||||||\u00a0\u00bb text_text_color=\u00a0\u00bbgcid-primary-color\u00a0\u00bb text_font_size=\u00a0\u00bb34px\u00a0\u00bb custom_margin=\u00a0\u00bb||24px||false|false\u00a0\u00bb link_option_url=\u00a0\u00bbhttps:\/\/incotelgroup.com\/case-studies\/case-study-entreprise-nord-americaine\/\u00a0\u00bb text_orientation_tablet=\u00a0\u00bbcenter\u00a0\u00bb text_orientation_phone=\u00a0\u00bbcenter\u00a0\u00bb text_orientation_last_edited=\u00a0\u00bbon|phone\u00a0\u00bb global_colors_info=\u00a0\u00bb{%22gcid-primary-color%22:%91%22text_text_color%22,%22text_text_color%22,%22text_text_color%22,%22text_text_color%22,%22text_text_color%22%93}\u00a0\u00bb]<\/p>\n

\u00c9tude de <\/span>Cas <\/span><\/span><\/p>\n

[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb header_font=\u00a0\u00bb|800|||||||\u00a0\u00bb header_text_align=\u00a0\u00bbleft\u00a0\u00bb header_font_size=\u00a0\u00bb50px\u00a0\u00bb header_line_height=\u00a0\u00bb1.2em\u00a0\u00bb background_size=\u00a0\u00bbinitial\u00a0\u00bb background_position=\u00a0\u00bbtop_left\u00a0\u00bb background_repeat=\u00a0\u00bbrepeat\u00a0\u00bb custom_margin=\u00a0\u00bb||15px||false|false\u00a0\u00bb link_option_url=\u00a0\u00bbhttps:\/\/incotelgroup.com\/case-studies\/case-study-entreprise-nord-americaine\/\u00a0\u00bb header_text_align_tablet=\u00a0\u00bbcenter\u00a0\u00bb header_text_align_phone=\u00a0\u00bbcenter\u00a0\u00bb header_text_align_last_edited=\u00a0\u00bbon|phone\u00a0\u00bb header_font_size_tablet=\u00a0\u00bb48px\u00a0\u00bb header_font_size_phone=\u00a0\u00bb34px\u00a0\u00bb header_font_size_last_edited=\u00a0\u00bbon|phone\u00a0\u00bb global_colors_info=\u00a0\u00bb{%22gcid-primary-color%22:%91%22text_text_color%22%93}\u00a0\u00bb]<\/p>\n

Entreprise<\/span> Nord-Am\u00e9ricaine de <\/span>Quincaillerie<\/span> de Cuisine et Salles de Bains<\/span><\/span>\u00a0<\/span><\/h1>\n

\u00a0<\/h3>\n

[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb header_3_line_height=\u00a0\u00bb1.7em\u00a0\u00bb link_option_url=\u00a0\u00bbhttps:\/\/incotelgroup.com\/case-studies\/case-study-entreprise-nord-americaine\/\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n

Projet<\/strong> :<\/span><\/span> Syst\u00e8me <\/span>T\u00e9l\u00e9phonique<\/span> Centralis\u00e9<\/span> et H\u00e9berg\u00e9<\/span><\/span>\u00a0<\/span>
<\/span><\/span>Syst\u00e8me <\/span>Install\u00e9<\/span><\/strong> :<\/span><\/span> Infrastructure MITEL<\/span><\/span>\u00a0<\/span><\/span><\/h3>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_2″ _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_image src=\u00a0\u00bbhttps:\/\/incotelgroup.com\/wp-content\/uploads\/2024\/09\/AdobeStock_688991035.jpeg\u00a0\u00bb title_text=\u00a0\u00bbFemale shop assistant helping young couple choose new refrigerator\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb hover_enabled=\u00a0\u00bb0″ border_radii=\u00a0\u00bbon|10px|10px|10px|10px\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb sticky_enabled=\u00a0\u00bb0″][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4″ _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb header_line_height=\u00a0\u00bb3em\u00a0\u00bb header_3_line_height=\u00a0\u00bb3em\u00a0\u00bb header_4_font_size=\u00a0\u00bb24px\u00a0\u00bb header_4_line_height=\u00a0\u00bb3em\u00a0\u00bb header_5_line_height=\u00a0\u00bb2em\u00a0\u00bb link_option_url=\u00a0\u00bbhttps:\/\/incotelgroup.com\/case-studies\/case-study-entreprise-nord-americaine\/\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n

Contexte<\/span><\/b><\/h4>\n

L’Entreprise<\/span> Nord-Am\u00e9ricaine de <\/span>Quincaillerie<\/span> de Cuisine et Salles de Bains <\/span>fournit<\/span> des <\/span>produits<\/span> aux artisans et <\/span>constructeurs<\/span>, <\/span>n\u00e9cessitant<\/span> une<\/span> gestion <\/span>efficace<\/span> des <\/span>commandes<\/span> et des livraisons. Avant <\/span>l’impl\u00e9mentation<\/span> du nouveau <\/span>syst\u00e8me<\/span> t\u00e9l\u00e9phonique<\/span>, <\/span>l’entreprise<\/span> faisait<\/span> face \u00e0 <\/span>plusieurs<\/span> d\u00e9fis<\/span> :<\/span><\/span>\u00a0<\/span><\/p>\n

    \n
  • Disparit\u00e9<\/span> des <\/span>Syst\u00e8mes<\/span><\/strong> :<\/span><\/span> Les communications entre les <\/span>diff\u00e9rents<\/span> sites <\/span>\u00e9taient<\/span> inefficaces<\/span> et <\/span>fragment\u00e9es<\/span>.<\/span><\/span>\u00a0<\/span><\/li>\n
  • Gestion des <\/span>Commandes<\/span><\/strong> :<\/span><\/span> La gestion des <\/span>commandes<\/span> \u00e9tait<\/span> lente et <\/span>manquait<\/span> de coordination, <\/span>impactant<\/span> les volumes de vente et les livraisons.<\/span><\/span>\u00a0<\/span> <\/span>\u00a0<\/span><\/li>\n
  • Support <\/span><\/strong>Client<\/strong> :<\/span><\/span> Le <\/span>centre<\/span> d\u2019appels<\/span> n\u2019\u00e9tait<\/span> pas <\/span>optimis\u00e9<\/span> pour <\/span>g\u00e9rer<\/span> le volume <\/span>\u00e9lev\u00e9<\/span> de <\/span>commandes<\/span> et de <\/span>demandes<\/span> de <\/span>renseignements<\/span>.<\/span><\/span>\u00a0<\/span><\/li>\n<\/ul>\n

    Objectifs<\/span> du <\/span>Projet<\/span><\/span>\u00a0<\/span> <\/span><\/b>\u00a0<\/span><\/h4>\n
      \n
    • Centralisation<\/span> des <\/span><\/strong>Communications<\/strong> :<\/span><\/span> Mettre<\/span> en<\/span> place un <\/span>syst\u00e8me<\/span> t\u00e9l\u00e9phonique<\/span> centralis\u00e9<\/span> pour <\/span>l\u2019ensemble<\/span> des sites.<\/span><\/span>\u00a0<\/span> <\/span><\/li>\n
    • Am\u00e9lioration<\/span> de la Gestion des <\/span>Commandes<\/span><\/strong> :<\/span><\/span> Optimiser<\/span> le processus de <\/span>commande<\/span> pour <\/span>garantir<\/span> de forts volumes de vente et des livraisons <\/span>rapides<\/span> et <\/span>efficaces<\/span>.<\/span><\/span>\u00a0<\/span><\/li>\n
    • Renforcement<\/span> du Support <\/span><\/strong>Client<\/strong> :<\/span><\/span> Am\u00e9liorer<\/span> la <\/span>capacit\u00e9<\/span> du <\/span>centre<\/span> d\u2019appels<\/span> \u00e0 <\/span>g\u00e9rer<\/span> les <\/span>demandes<\/span> de <\/span>renseignements<\/span> et les <\/span>commandes<\/span> des clients.<\/span><\/span>\u00a0<\/span> <\/span><\/li>\n<\/ul>\n

      Solution <\/span><\/b>\u00a0<\/span><\/h4>\n

      Infrastructure <\/span>MITEL :<\/span><\/span> Le choix de <\/span>l’infrastructure<\/span> MITEL <\/span>permet<\/span> de <\/span>centraliser<\/span> les communications et <\/span>d\u2019am\u00e9liorer<\/span> la gestion des <\/span>commandes<\/span> et du support client.<\/span><\/span><\/span><\/p>\n

        \n
      • Centralisation<\/span> des <\/span><\/strong>Appels<\/strong> :<\/span><\/span> Le <\/span>syst\u00e8me<\/span> MITEL <\/span>centralise<\/span> les <\/span>appels<\/span> des 80 sites, <\/span>permettant<\/span> une<\/span> gestion <\/span>uniforme<\/span> des communications.<\/span><\/span>\u00a0<\/span><\/li>\n
      • Centre <\/span>d\u2019Appels<\/span> Optimis\u00e9<\/span><\/strong> :<\/span><\/span> Au fil du temps, un <\/span>centre<\/span> d\u2019appels<\/span> avec 500 agents a <\/span>\u00e9t\u00e9<\/span> mis <\/span>en<\/span> place pour <\/span>g\u00e9rer<\/span> efficacement<\/span> la <\/span>prise<\/span> de <\/span>commandes<\/span> et les <\/span>demandes<\/span> de <\/span>renseignements<\/span>.<\/span><\/span>\u00a0<\/span><\/li>\n
      • Fonctionnalit\u00e9s<\/span> Avanc\u00e9es<\/span><\/strong> :<\/span><\/span> Le <\/span>syst\u00e8me<\/span> offre<\/span> des <\/span>fonctionnalit\u00e9s<\/span> telles<\/span> que la <\/span>tra\u00e7abilit\u00e9<\/span> des <\/span>appels<\/span>, <\/span>l\u2019int\u00e9gration<\/span> avec le CRM du client, <\/span>l’enregistrement<\/span> des <\/span>appels<\/span>, le <\/span>routage<\/span> intelligent, et la <\/span>messagerie<\/span> vocale<\/span>, <\/span>am\u00e9liorant<\/span> ainsi<\/span> l’efficacit\u00e9<\/span> du support client et la gestion des <\/span>commandes<\/span>.<\/span><\/span>\u00a0<\/span>as call traceability, integration with the customer’s CRM, call recording, intelligent routing, and voicemail, improving customer support efficiency and order management.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

        Mise en oeuvre <\/span><\/b>\u00a0<\/span><\/h4>\n

        La mise <\/span>en<\/span> \u0153uvre<\/span> du <\/span>syst\u00e8me<\/span> MITEL a <\/span>suivi<\/span> plusieurs<\/span> \u00e9tapes <\/span>cl\u00e9s<\/span> :<\/span><\/span>\u00a0<\/span><\/p>\n

          \n
        • Analyse des <\/span>Besoins<\/span><\/strong> :<\/span><\/span> Une <\/span>\u00e9valuation<\/span> approfondie<\/span> des <\/span>besoins<\/span> de <\/span>l’entreprise<\/span> a <\/span>\u00e9t\u00e9<\/span> r\u00e9alis\u00e9e<\/span> pour <\/span>concevoir<\/span> une<\/span> solution <\/span>adapt\u00e9e<\/span>.<\/span><\/span>\u00a0<\/span><\/li>\n
        • Planification et <\/span><\/strong>Conception<\/strong> :<\/span><\/span> Une planification <\/span>d\u00e9taill\u00e9e<\/span> et un design sur <\/span>mesure<\/span> ont<\/span> \u00e9t\u00e9<\/span> \u00e9labor\u00e9s<\/span> pour <\/span>r\u00e9pondre<\/span> aux exigences <\/span>sp\u00e9cifiques<\/span> de la gestion des <\/span>commandes<\/span> et du support client.<\/span><\/span>\u00a0<\/span><\/li>\n
        • Installation et <\/span><\/strong>Configuration<\/strong> :<\/span><\/span> Les <\/span>\u00e9quipements<\/span> MITEL <\/span>ont<\/span> \u00e9t\u00e9<\/span> install\u00e9s<\/span> et <\/span>configur\u00e9s<\/span> dans des <\/span>centres<\/span> de donn\u00e9es <\/span>centralis\u00e9s<\/span>, <\/span>assurant<\/span> une<\/span> int\u00e9gration<\/span> fluide<\/span> et <\/span>une<\/span> performance <\/span>optimale<\/span>.<\/span><\/span>\u00a0<\/span> <\/span>\u00a0<\/span><\/li>\n
        • Formation<\/strong> :<\/span><\/span> Une formation <\/span>compl\u00e8te<\/span> a <\/span>\u00e9t\u00e9<\/span> dispens\u00e9e<\/span> aux agents du <\/span>centre<\/span> d\u2019appels<\/span> pour maximiser <\/span>l\u2019efficacit\u00e9<\/span> du nouveau <\/span>syst\u00e8me<\/span>.<\/span><\/span>\u00a0<\/span><\/li>\n
        • Support <\/span><\/strong>Continu<\/strong> :<\/span><\/span> Un support technique <\/span>continu<\/span> a <\/span>\u00e9t\u00e9<\/span> mis <\/span>en<\/span> place pour <\/span>garantir<\/span> le bon <\/span>fonctionnement<\/span> du <\/span>syst\u00e8me<\/span> et <\/span>r\u00e9soudre<\/span> rapidement<\/span> tout <\/span>probl\u00e8me<\/span> \u00e9ventuel<\/span>.<\/span><\/span>\u00a0<\/span><\/li>\n<\/ul>\n

          R\u00e9sultats<\/span><\/span>\u00a0<\/span> <\/strong>\u00a0<\/span><\/h4>\n
            \n
          • Centralisation<\/span> Efficace<\/span><\/strong> :<\/span><\/span> La <\/span>centralisation<\/span> des communications a <\/span>permis<\/span> une<\/span> gestion plus <\/span>efficace<\/span> des 80 sites.<\/span><\/span>\u00a0<\/span> <\/span>\u00a0<\/span><\/li>\n
          • Am\u00e9lioration<\/span> de la Gestion des <\/span>Commandes<\/span><\/strong> :<\/span><\/span> Le processus de <\/span>commande<\/span> a <\/span>\u00e9t\u00e9<\/span> optimis\u00e9<\/span>, <\/span>garantissant<\/span> des livraisons <\/span>rapides<\/span> et <\/span>efficaces<\/span>.<\/span><\/span>\u00a0<\/span><\/li>\n
          • Rapports <\/span>d\u00e9taill\u00e9s<\/span><\/strong> : <\/span><\/span>Chaque<\/span> magasin<\/span> est<\/span> supervis\u00e9<\/span> quotidiennement<\/span> par <\/span>l\u2019analyse<\/span> des rapports <\/span>d\u2019appels<\/span>, de <\/span>sorte<\/span> que les temps de <\/span>r\u00e9ponse<\/span> demeurent<\/span> inf\u00e9rieurs<\/span> \u00e0 20 <\/span>secondes<\/span> et <\/span>qu\u2019aucun<\/span> appel<\/span> ne <\/span>soit<\/span> perdu.<\/span><\/span>\u00a0<\/span><\/li>\n
          • Support Client <\/span>Optimis\u00e9<\/span><\/strong> :<\/span><\/span> Le <\/span>centre<\/span> d\u2019appels<\/span> a<\/span> am\u00e9lior\u00e9<\/span> sa<\/span> capacit\u00e9<\/span> \u00e0 <\/span>g\u00e9rer<\/span> les <\/span>demandes<\/span> de <\/span>renseignements<\/span> et les <\/span>commandes<\/span>, <\/span>augmentant<\/span> la satisfaction des clients.<\/span><\/span>\u00a0<\/span><\/li>\n<\/ul>\n

            Conclusion <\/span><\/b>\u00a0<\/span><\/h4>\n

            L’impl\u00e9mentation<\/span> du <\/span>syst\u00e8me<\/span> t\u00e9l\u00e9phonique<\/span> centralis\u00e9<\/span> MITEL au sein de <\/span>l’Entreprise<\/span> Nord-Am\u00e9ricaine de <\/span>Quincaillerie<\/span> de Cuisine et Salles de Bains a <\/span>transform\u00e9<\/span> la gestion des communications et des <\/span>commandes<\/span>. La <\/span>centralisation<\/span> a non <\/span>seulement<\/span> am\u00e9lior\u00e9<\/span> l\u2019efficacit\u00e9<\/span> op\u00e9rationnelle<\/span>, <\/span>mais<\/span> elle<\/span> a <\/span>\u00e9galement<\/span> renforc\u00e9<\/span> la <\/span>capacit\u00e9<\/span> de <\/span>l’entreprise<\/span> \u00e0 <\/span>fournir<\/span> un service client de <\/span>qualit\u00e9<\/span> sup\u00e9rieure.<\/span><\/span>\u00a0<\/span><\/p>\n

            Opinion <\/span><\/b>\u00a0<\/span><\/h4>\n

            Le <\/span>projet<\/span> de <\/span>centralisation<\/span> des <\/span>syst\u00e8mes<\/span> t\u00e9l\u00e9phoniques<\/span> de <\/span>l’Entreprise<\/span> Nord-Am\u00e9ricaine de <\/span>Quincaillerie<\/span> de Cuisine et Salles de Bains <\/span>d\u00e9montre<\/span> comment <\/span>une<\/span> infrastructure <\/span>technologique<\/span> avanc\u00e9e<\/span> peut<\/span> optimiser<\/span> la gestion des <\/span>op\u00e9rations<\/span> et du support client. En tant que <\/span>repr\u00e9sentant<\/span> en<\/span> t\u00e9l\u00e9communication<\/span>, je <\/span>consid\u00e8re<\/span> que <\/span>l’adoption<\/span> de <\/span>l’infrastructure<\/span> MITEL <\/span>est<\/span> une<\/span> d\u00e9cision<\/span> strat\u00e9gique<\/span> cl\u00e9<\/span>. Elle <\/span>permet<\/span> non <\/span>seulement<\/span> de <\/span>centraliser<\/span> et <\/span>d’optimiser<\/span> les communications, <\/span>mais<\/span> elle<\/span> am\u00e9liore<\/span> \u00e9galement<\/span> la gestion des <\/span>co<\/span>mmandes<\/span> et la satisfaction des clients, <\/span>contribuant<\/span> ainsi<\/span> \u00e0 la <\/span>r\u00e9ussite<\/span> et \u00e0 la <\/span>croissance<\/span> de <\/span>l’entreprise<\/span>.<\/span><\/span>\u00a0<\/span><\/p>\n

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            Nous sommes l\u00e0 pour vous aider<\/p>\n

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Avant l’impl\u00e9mentation du nouveau syst\u00e8me […]<\/p>\n","protected":false},"author":4,"featured_media":0,"parent":4001,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"class_list":["post-4005","page","type-page","status-publish","hentry"],"yoast_head":"\n\u00c9tude de Cas : Entreprise Nord-Am\u00e9ricaine de Quincaillerie de Cuisine et Salles de Bains\u00a0 - Incotel Group<\/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:\/\/incotelgroup.com\/fr\/etudes-de-cas\/entreprise-nord-americain-quincaillerie-cuisine-salle-de-bains\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u00c9tude de Cas : Entreprise Nord-Am\u00e9ricaine de Quincaillerie de Cuisine et Salles de Bains\u00a0 - Incotel Group\" \/>\n<meta property=\"og:description\" content=\"\u00c9tude de Cas Entreprise Nord-Am\u00e9ricaine de Quincaillerie de Cuisine et Salles de Bains\u00a0 \u00a0Projet : Syst\u00e8me T\u00e9l\u00e9phonique Centralis\u00e9 et H\u00e9berg\u00e9\u00a0Syst\u00e8me Install\u00e9 : Infrastructure MITEL\u00a0Contexte L'Entreprise Nord-Am\u00e9ricaine de Quincaillerie de Cuisine et Salles de Bains fournit des produits aux artisans et constructeurs, n\u00e9cessitant une gestion efficace des commandes et des livraisons. 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