{"id":479963,"date":"2014-05-21T11:54:18","date_gmt":"2014-05-21T09:54:18","guid":{"rendered":"https:\/\/www.devoteam.com\/success-story\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\/"},"modified":"2014-05-21T11:54:18","modified_gmt":"2014-05-21T09:54:18","slug":"congstar-booster-la-relation-client-grace-a-un-service-client-intelligent","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/fr\/success-story\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\/","title":{"rendered":"Congstar \u2013 Booster la relation client gr\u00e2ce \u00e0 un service client intelligent"},"content":{"rendered":"

\u201cVous le voulez. Vous l’avez.\u201d Ce slogan publicitaire dit tout du fournisseur \u00e0 bas prix de Deutsche Telekom, Congstar. <\/span><\/p>\n

Congstar est le seul et unique discounter de services mobiles et DSL en Allemagne, offrant un acc\u00e8s Internet \u00e0 large bande (DSL), un forfait d’acc\u00e8s \u00e0 la t\u00e9l\u00e9phonie et \u00e0 Internet, et des services de r\u00e9seau mobile \u00e0 partir d’une seule source. Pour cette filiale des t\u00e9l\u00e9communications dont le si\u00e8ge est \u00e0 Cologne, il est primordial que ses clients comprennent que des prix r\u00e9duits ne signifient pas n\u00e9cessairement un service de mauvaise qualit\u00e9.<\/span><\/p>\n

Les enjeux<\/h2>\n
\n

Congstar souhaitait d\u00e9ployer la solution de service client multicanal de RightNow afin d’am\u00e9liorer sa solution de service client. Toutes les communications du service client, y compris les FAQ, le traitement des demandes par les agents, le suivi des tickets, la r\u00e9ponse et l’analyse des flux de service, devaient \u00eatre trait\u00e9es et optimis\u00e9es par la nouvelle plate-forme. Outlook et Lotus Notes devaient \u00eatre int\u00e9gr\u00e9s.<\/span><\/p>\n<\/div>\n

\n

La solution<\/h2>\n
\n

Devoteam a \u00e9t\u00e9 charg\u00e9 de concevoir et de mettre en \u0153uvre la solution de service client multicanal de RightNow, ainsi que de d\u00e9velopper des capacit\u00e9s suppl\u00e9mentaires de rapport et d’analyse. Les flux de travail de Congstar n\u00e9cessitent que les demandes des clients soient trait\u00e9es en premier lieu par le biais d’une liste de FAQ. Si la r\u00e9ponse \u00e0 la demande n’est pas satisfaisante, un agent du service client\u00e8le prend le relais. Cette demande est transmise par e-mail gr\u00e2ce \u00e0 un \u00ab\u00a0bouton d’envoi\u00a0\u00bb. Les agents du centre d’appels sont inform\u00e9s \u00e0 l’avance par le syst\u00e8me RightNow de l’historique du client, de ses activit\u00e9s et de toutes les FAQ qu’il a consult\u00e9es en rapport avec la demande en cours. Les \u00e9tapes redondantes sont ainsi \u00e9vit\u00e9es et le syst\u00e8me permet aux agents de servir le client de mani\u00e8re optimale et professionnelle. Le syst\u00e8me r\u00e9pond \u00e0 des mots-cl\u00e9s \u00e0 la fois pour qualifier rapidement la question pour la recherche sur le web et pour aider l’agent du service client\u00e8le. Un \u00ab\u00a0assistant intelligent\u00a0\u00bb prend en charge les demandes par e-mail et par formulaire Web.<\/span><\/p>\n<\/div>\n

\u00a0\u00bb Gr\u00e2ce au nouveau syst\u00e8me auto-apprenant, nous sommes d\u00e9sormais capables d’am\u00e9liorer significativement la qualit\u00e9 de nos services et donc de g\u00e9rer les agents de mani\u00e8re plus efficace \u00ab\u00a0, d\u00e9clare Hans Schuhmacher, IT Service Management de Congstar. \u00a0\u00bb La cons\u00e9quence directe est que les d\u00e9lais de traitement ont \u00e9t\u00e9 consid\u00e9rablement r\u00e9duits, pour la plus grande satisfaction de nos clients. \u00ab\u00a0<\/b><\/div>\n<\/div>\n

Les b\u00e9n\u00e9fices clients<\/h2>\n
Conception et d\u00e9ploiement rapides et efficaces du syst\u00e8me RightNow gr\u00e2ce aux connaissances approfondies des consultants de Devoteam en mati\u00e8re de syst\u00e8mes, ainsi qu’\u00e0 leur expertise du secteur et \u00e0 leur savoir-faire en mati\u00e8re de processus, notamment dans le domaine des t\u00e9l\u00e9communications et des services de relation client.<\/span><\/div>\n
\n

Le syst\u00e8me RightNow est une solution de service apr\u00e8s-vente multicanal reposant sur un r\u00e9f\u00e9rentiel de donn\u00e9es qui permet de g\u00e9rer les FAQ. Il est con\u00e7u pour exploiter les questions des clients dans le but de construire et de d\u00e9velopper une base de connaissances permettant de d\u00e9livrer les bonnes informations aux agents.<\/span><\/p>\n

Outre une base de donn\u00e9es FAQ flexible, un certain nombre de capacit\u00e9s d’analyse et de rapports sont disponibles. Devoteam a d\u00e9velopp\u00e9 un rapport sur les manques et une analyse des lacunes en mati\u00e8re d’information.<\/span><\/p>\n

La flexibilit\u00e9 remarquable des consultants de Devoteam, qui ont su s’adapter aux changements de besoins pendant la phase de projet, a \u00e9t\u00e9 reconnue comme facteur critique de r\u00e9ussite, et a fait de Devoteam le partenaire id\u00e9al de Congstar.<\/span><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

\u201cVous le voulez. Vous l’avez.\u201d Ce slogan publicitaire dit tout du fournisseur \u00e0 bas prix de Deutsche Telekom, Congstar.  Congstar est le seul et unique discounter de services mobiles et DSL en Allemagne, offrant un acc\u00e8s Internet \u00e0 large bande (DSL), un forfait d’acc\u00e8s \u00e0 la t\u00e9l\u00e9phonie et \u00e0 Internet, et des services de r\u00e9seau […]<\/p>\n","protected":false},"featured_media":479964,"template":"","categories":[],"tags":[],"industry":[],"class_list":["post-479963","success-story","type-success-story","status-publish","has-post-thumbnail","hentry"],"acf":[],"cards":"\n\t

\n\n\t\t
\"Congstar<\/a><\/figure>\n\n\t\t\n\t\t
\n\t

Success story<\/p>\n\n\t\t\n\t\t

Congstar \u2013 Booster la relation client gr\u00e2ce \u00e0 un service client intelligent<\/a><\/h3><\/div>\n\t\t\n\t<\/div>\n\n","yoast_head":"\nCongstar : Booster la relation client | Devoteam<\/title>\n<meta name=\"description\" content=\"Ce fournisseur \u00e0 bas prix de Deutsche Telekom est le seul service mobile et DSL en Allemagne, souhaitant am\u00e9liorer son service client\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/devoteam.info\/fr\/success-story\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Congstar \u2013 Booster la relation client gr\u00e2ce \u00e0 un service client intelligent\" \/>\n<meta property=\"og:description\" content=\"Ce fournisseur \u00e0 bas prix de Deutsche Telekom est le seul service mobile et DSL en Allemagne, souhaitant am\u00e9liorer son service client\" \/>\n<meta property=\"og:url\" content=\"https:\/\/devoteam.info\/fr\/success-story\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\/\" \/>\n<meta property=\"og:site_name\" content=\"Devoteam\" \/>\n<meta property=\"og:image\" content=\"https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/paul-hanaoka-HbyYFFokvm0-unsplash-scaled-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1280\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/devoteam.info\\\/fr\\\/success-story\\\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\\\/\",\"url\":\"https:\\\/\\\/devoteam.info\\\/fr\\\/success-story\\\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\\\/\",\"name\":\"Congstar : Booster la relation client | Devoteam\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/devoteam.info\\\/fr\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/devoteam.info\\\/fr\\\/success-story\\\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/devoteam.info\\\/fr\\\/success-story\\\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/devoteam.info\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/paul-hanaoka-HbyYFFokvm0-unsplash-scaled-1.jpg\",\"datePublished\":\"2014-05-21T09:54:18+00:00\",\"description\":\"Ce fournisseur \u00e0 bas prix de Deutsche Telekom est le seul service mobile et DSL en Allemagne, souhaitant am\u00e9liorer son service client\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/devoteam.info\\\/fr\\\/success-story\\\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\\\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/devoteam.info\\\/fr\\\/success-story\\\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/devoteam.info\\\/fr\\\/success-story\\\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\\\/#primaryimage\",\"url\":\"https:\\\/\\\/devoteam.info\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/paul-hanaoka-HbyYFFokvm0-unsplash-scaled-1.jpg\",\"contentUrl\":\"https:\\\/\\\/devoteam.info\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/paul-hanaoka-HbyYFFokvm0-unsplash-scaled-1.jpg\",\"width\":1920,\"height\":1280,\"caption\":\"Congstar\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/devoteam.info\\\/fr\\\/success-story\\\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/devoteam.info\\\/fr\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Success stories\",\"item\":\"https:\\\/\\\/devoteam.info\\\/fr\\\/success-story\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Congstar \u2013 Booster la relation client gr\u00e2ce \u00e0 un service client intelligent\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/devoteam.info\\\/fr\\\/#website\",\"url\":\"https:\\\/\\\/devoteam.info\\\/fr\\\/\",\"name\":\"Devoteam\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/devoteam.info\\\/fr\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"fr-FR\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Congstar : Booster la relation client | Devoteam","description":"Ce fournisseur \u00e0 bas prix de Deutsche Telekom est le seul service mobile et DSL en Allemagne, souhaitant am\u00e9liorer son service client","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/devoteam.info\/fr\/success-story\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\/","og_locale":"fr_FR","og_type":"article","og_title":"Congstar \u2013 Booster la relation client gr\u00e2ce \u00e0 un service client intelligent","og_description":"Ce fournisseur \u00e0 bas prix de Deutsche Telekom est le seul service mobile et DSL en Allemagne, souhaitant am\u00e9liorer son service client","og_url":"https:\/\/devoteam.info\/fr\/success-story\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\/","og_site_name":"Devoteam","og_image":[{"width":1920,"height":1280,"url":"https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/paul-hanaoka-HbyYFFokvm0-unsplash-scaled-1.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Dur\u00e9e de lecture estim\u00e9e":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/devoteam.info\/fr\/success-story\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\/","url":"https:\/\/devoteam.info\/fr\/success-story\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\/","name":"Congstar : Booster la relation client | Devoteam","isPartOf":{"@id":"https:\/\/devoteam.info\/fr\/#website"},"primaryImageOfPage":{"@id":"https:\/\/devoteam.info\/fr\/success-story\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\/#primaryimage"},"image":{"@id":"https:\/\/devoteam.info\/fr\/success-story\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\/#primaryimage"},"thumbnailUrl":"https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/paul-hanaoka-HbyYFFokvm0-unsplash-scaled-1.jpg","datePublished":"2014-05-21T09:54:18+00:00","description":"Ce fournisseur \u00e0 bas prix de Deutsche Telekom est le seul service mobile et DSL en Allemagne, souhaitant am\u00e9liorer son service client","breadcrumb":{"@id":"https:\/\/devoteam.info\/fr\/success-story\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\/#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/devoteam.info\/fr\/success-story\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\/"]}]},{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/devoteam.info\/fr\/success-story\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\/#primaryimage","url":"https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/paul-hanaoka-HbyYFFokvm0-unsplash-scaled-1.jpg","contentUrl":"https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/paul-hanaoka-HbyYFFokvm0-unsplash-scaled-1.jpg","width":1920,"height":1280,"caption":"Congstar"},{"@type":"BreadcrumbList","@id":"https:\/\/devoteam.info\/fr\/success-story\/congstar-booster-la-relation-client-grace-a-un-service-client-intelligent\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/devoteam.info\/fr\/"},{"@type":"ListItem","position":2,"name":"Success stories","item":"https:\/\/devoteam.info\/fr\/success-story\/"},{"@type":"ListItem","position":3,"name":"Congstar \u2013 Booster la relation client gr\u00e2ce \u00e0 un service client intelligent"}]},{"@type":"WebSite","@id":"https:\/\/devoteam.info\/fr\/#website","url":"https:\/\/devoteam.info\/fr\/","name":"Devoteam","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/devoteam.info\/fr\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"fr-FR"}]}},"uagb_featured_image_src":{"full":["https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/paul-hanaoka-HbyYFFokvm0-unsplash-scaled-1.jpg",1920,1280,false],"thumbnail":["https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/paul-hanaoka-HbyYFFokvm0-unsplash-scaled-1-150x150.jpg",150,150,true],"medium":["https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/paul-hanaoka-HbyYFFokvm0-unsplash-scaled-1-300x200.jpg",300,200,true],"medium_large":["https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/paul-hanaoka-HbyYFFokvm0-unsplash-scaled-1-768x512.jpg",768,512,true],"large":["https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/paul-hanaoka-HbyYFFokvm0-unsplash-scaled-1-1024x683.jpg",1024,683,true],"1536x1536":["https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/paul-hanaoka-HbyYFFokvm0-unsplash-scaled-1-1536x1024.jpg",1536,1024,true],"2048x2048":["https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/paul-hanaoka-HbyYFFokvm0-unsplash-scaled-1-2048x1366.jpg",2048,1366,true]},"uagb_author_info":{"display_name":"jelena.saveljic","author_link":"https:\/\/devoteam.info\/fr\/author\/"},"uagb_comment_info":0,"uagb_excerpt":"\u201cVous le voulez. Vous l’avez.\u201d Ce slogan publicitaire dit tout du fournisseur \u00e0 bas prix de Deutsche Telekom, Congstar.  Congstar est le seul et unique discounter de services mobiles et DSL en Allemagne, offrant un acc\u00e8s Internet \u00e0 large bande (DSL), un forfait d’acc\u00e8s \u00e0 la t\u00e9l\u00e9phonie et \u00e0 Internet, et des services de r\u00e9seau\u2026","_links":{"self":[{"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/success-story\/479963","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/success-story"}],"about":[{"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/types\/success-story"}],"version-history":[{"count":0,"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/success-story\/479963\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/media\/479964"}],"wp:attachment":[{"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/media?parent=479963"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/categories?post=479963"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/tags?post=479963"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/industry?post=479963"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}