{"id":11920,"date":"2016-01-27T10:13:49","date_gmt":"2016-01-27T10:13:49","guid":{"rendered":"https:\/\/www.retaildetail.be\/general\/proximus-passe-a-la-vitesse-superieure-dans-son-approche-omni-canal-2\/"},"modified":"2016-01-27T10:13:49","modified_gmt":"2016-01-27T10:13:49","slug":"proximus-passe-a-la-vitesse-superieure-dans-son-approche-omni-canal-2","status":"publish","type":"post","link":"https:\/\/www.retaildetail.be\/fr\/news\/general\/proximus-passe-a-la-vitesse-superieure-dans-son-approche-omni-canal-2\/","title":{"rendered":"Proximus passe \u00e0 la vitesse sup\u00e9rieure dans son approche omni-canal"},"content":{"rendered":"

Proximus souhaite intensifier la collaboration entre ses diff\u00e9rents canaux. La vente ou le service ne se d\u00e9roulent plus n\u00e9cessairement au sein d\u2019un m\u00eame canal de A \u00e0 Z, explique le channel manager Jan Van Moer.<\/p>\n

<\/p>\n

Proximus lance un service click & collect<\/h2>\n

\u00ab Le client utilise souvent plusieurs canaux et notre d\u00e9fi consiste \u00e0 lui procurer une exp\u00e9rience coh\u00e9rente. C\u2019est pourquoi il est important que le personnel \u00e9volue dans le sens de cette nouvelle r\u00e9alit\u00e9 \u00bb, explique Jan Van Moer, channel manager chez Proximus. Le ph\u00e9nom\u00e8ne de l\u2019omni-canal gagne donc \u00e9galement du terrain dans le secteur des t\u00e9l\u00e9coms.<\/p>\n

\nFin janvier Proximus lancera un service click & collect. Jan Van Moer :\u00ab Les consommateurs verront online dans quels magasins le produit recherch\u00e9 est encore disponible et pourront le r\u00e9server en attendant d\u2019aller retirer leur commande sur place. Ainsi le client \u00e9vitera de se d\u00e9placer inutilement. \u00bb<\/p>\n

\nUlt\u00e9rieurement ce service click & collect sera compl\u00e9t\u00e9 par un service call & collect, permettant aux consommateurs d\u2019appeler le call center pour r\u00e9server un produit, qu\u2019ils pourront ensuite retirer en magasin. Des possibilit\u00e9s similaires seront \u00e9galement disponibles pour les clients professionnels.<\/p>\n

\nPar ailleurs le consommateur peut \u00e9galement opter pour un achat en ligne et se faire livrer \u00e0 domicile.<\/p>\n

\u00a0<\/p>\n

Changement du comportement d\u2019achat<\/h2>\n

Jan Van Moer: \u00ab Ces derni\u00e8res ann\u00e9es nous constatons un profond changement dans le comportement d\u2019achat du client. Avant de se rendre en magasin, il a souvent d\u00e9j\u00e0 effectu\u00e9 des recherches sur internet, afin de s\u2019informer sur les produits et leurs prix. \u00bb<\/p>\n

\n\u00ab Ceci est valable tant pour les particuliers que pour les entreprises. La diff\u00e9rence entre les deux cat\u00e9gories r\u00e9side g\u00e9n\u00e9ralement dans la complexit\u00e9 des solutions. Pour les entreprises il s\u2019agit par exemple de solutions IT et cloud. Dans ce cas il est parfois n\u00e9cessaire d\u2019avoir un contact en face-\u00e0-face pour clarifier les choses. \u00bb<\/p>\n

\nPour ce faire les clients ont la possibilit\u00e9 de fixer un rendez-vous avec des sp\u00e9cialistes, soit dans le point de vente, soit chez eux ou au bureau. \u00ab L\u00e0 aussi nous tentons d\u2019\u00e9viter que le client ne perde trop de temps. \u00bb<\/p>\n

\nEgalement des avantages administratifs<\/h2>\n

Bien que dans l\u2019approche omni-canal l\u2019accent se situe souvent sur le processus de vente, la combinaison du service fourni en magasin et le volet online offre \u00e9galement d\u2019autres avantages. \u00ab Par exemple, lorsqu\u2019un client se rend au magasin, nous pouvons l\u2019aider \u00e0 cr\u00e9er son profil client online via l\u2019appli MyProximus. \u00bb<\/p>\n

\n\u00ab Celle-ci est tr\u00e8s intuitive et accessible depuis n\u2019importe quel appareil : PC, tablette, smartphone, \u2026 Nos vendeurs aident le client \u00e0 s\u2019y retrouver dans l\u2019appli, de fa\u00e7on \u00e0 ce que dans le futur il puisse souvent trouver lui-m\u00eame une r\u00e9ponse \u00e0 ses questions. \u00bb<\/p>\n

\nHarmoniser l\u2019information<\/h2>\n

Van Moer: \u00ab Nous disposons d\u00e9j\u00e0 de pas mal d\u2019informations concernant le client. Le probl\u00e8me est que ces informations sont tr\u00e8s dispers\u00e9es. Notre d\u00e9fi consiste donc \u00e0 les regrouper. Si le client s\u2019est d\u00e9j\u00e0 constitu\u00e9 un panier chez lui, nous devrions pouvoir le voir en magasin. \u00bb<\/p>\n

\n\u00ab De m\u00eame pour les informations concernant de pr\u00e9c\u00e9dents achats ou interventions, quel que soit le canal utilis\u00e9. Lorsqu\u2019il y a diff\u00e9rentes plates-formes d\u2019information, tout cela n\u2019est pas \u00e9vident. \u00bb<\/p>\n

\nN\u2019oublions pas le personnel<\/h2>\n

Selon Van Moer, un autre \u00e9l\u00e9ment essentiel dans ce processus de changement est l\u2019\u00e9volution du personnel. C\u2019est pourquoi Proximus investit notamment dans l\u2019e-learning et divers workshops, afin de familiariser le personnel avec la nouvelle r\u00e9alit\u00e9 et en leur d\u00e9montrant que l\u2019omni-canal est devenu incontournable.<\/p>\n

\n\u00ab Malgr\u00e9 ces initiatives, il n\u2019est pas toujours facile d\u2019entra\u00eener tout le monde dans cette nouvelle aventure et de les convaincre que le fait de partager des opportunit\u00e9s est crucial et peut au final cr\u00e9er une plus-value. \u00bb<\/p>\n

\n\u00ab Ainsi nos magasins et call centers ont la possibilit\u00e9 d\u2019envoyer un mail aux clients qui h\u00e9sitent encore, pour leur fournir davantage d\u2019informations concernant une offre sp\u00e9cifique. Cela leur permet de mieux suivre le client et de faire le lien avec le webshop.<\/p>\n

\nUn r\u00e9seau de distribution \u00e9tendu et diversifi\u00e9<\/h2>\n

\u00ab Gr\u00e2ce \u00e0 notre r\u00e9seau de distribution \u00e9tendu et diversifi\u00e9, nous offrons au client diff\u00e9rentes possibilit\u00e9s de nous contacter. Ainsi il y a toujours un Proximus Center ou un partenaire dans les alentours. De plus, pour la plupart des questions notre call center est joignable jusqu\u2019\u00e0 22h et bien \u00e9videmment notre site\u00a0www.proximus.be<\/a> est disponible 24\/7. \u00bb<\/p>\n

\nPour Proximus l\u2019approche omni-canal ne signifie pas pour autant que les horaires de travail des magasins et des call centers doivent \u00eatre prolong\u00e9s. \u00ab Nous call centers travaillent d\u00e9j\u00e0 jusqu\u2019\u00e0 22h. Nous avons effectu\u00e9 des tests en prolongeant l\u2019horaire jusqu\u2019\u00e0 24h, mas le flux d\u2019appels durant cette tranche horaire suppl\u00e9mentaire \u00e9tait tr\u00e8s limit\u00e9. Le client n\u2019est donc pas demandeur d\u2019un prolongement des horaires.\u00a0 Pour lui 22h suffit \u00bb, pr\u00e9cise Van Moer.<\/p>\n

\nProximus est l\u2019un des nomin\u00e9s pour l\u2019Omnichannel Award, qui sera d\u00e9cern\u00e9 le 4 f\u00e9vrier \u00e0 Utopolis \u00e0 Malines, \u00e0 l\u2019occasion de l\u2019Omnichannel Congress de RetailDetail<\/a>.<\/p>\n

\u00a0<\/p>\n

\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"

Proximus souhaite intensifier la collaboration entre ses diff\u00e9rents canaux. La vente ou le service ne se d\u00e9roulent plus n\u00e9cessairement au sein d\u2019un m\u00eame canal de A \u00e0 Z, explique le channel manager Jan Van Moer. Proximus lance un service click & collect \u00ab Le client utilise souvent plusieurs canaux et notre d\u00e9fi consiste \u00e0 lui […]<\/p>\n","protected":false},"author":1,"featured_media":84,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[25],"tags":[],"people":[],"extra":[],"company":[],"topic":[],"region":[],"class_list":["post-11920","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-general"],"acf":[],"yoast_head":"\nProximus passe \u00e0 la vitesse sup\u00e9rieure dans son approche omni-canal - RetailDetail BE<\/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.retaildetail.be\/fr\/news\/general\/proximus-passe-a-la-vitesse-superieure-dans-son-approche-omni-canal-2\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Proximus passe \u00e0 la vitesse sup\u00e9rieure dans son approche omni-canal - RetailDetail BE\" \/>\n<meta property=\"og:description\" content=\"Proximus souhaite intensifier la collaboration entre ses diff\u00e9rents canaux. 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