{"id":393953,"date":"2022-04-07T08:04:45","date_gmt":"2022-04-07T15:04:45","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/grace-a-son-approche-centree-sur-le-client-cover-more-redynamise-son-activite-dans-le-secteur-du-voyage-a-lere-de-lapres-pandemie\/"},"modified":"2022-04-07T08:04:45","modified_gmt":"2022-04-07T15:04:45","slug":"grace-a-son-approche-centree-sur-le-client-cover-more-redynamise-son-activite-dans-le-secteur-du-voyage-a-lere-de-lapres-pandemie","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/customer-stories-fr\/grace-a-son-approche-centree-sur-le-client-cover-more-redynamise-son-activite-dans-le-secteur-du-voyage-a-lere-de-lapres-pandemie\/","title":{"rendered":"Gr\u00e2ce \u00e0 son approche centr\u00e9e sur le client, Cover-More redynamise ..."},"content":{"rendered":"<p>En 2019, <a href=\"https:\/\/www.covermore.com\/\" target=\"_blank\" rel=\"noopener\">Cover-More<\/a> s\u2019est trouv\u00e9 dans une position complexe. L\u2019entreprise fait partie du groupe Zurich Insurance, une soci\u00e9t\u00e9 d\u2019assurance voyage internationale. Avec plus de 15\u00a0millions de clients dans le monde entier, elle ne manquait pas de travail. Mais comme toutes les autres entreprises performantes, elle s\u2019effor\u00e7ait \u00e9galement de s\u2019adapter et d\u2019anticiper l\u2019\u00e9volution constante du paysage \u00e9conomique afin de rester comp\u00e9titive.<\/p>\n<p>C\u2019est alors que la pand\u00e9mie s\u2019est d\u00e9clar\u00e9e.<\/p>\n<p>Nous connaissons tous ses r\u00e9percussions sur l\u2019\u00e9conomie mondiale. Mais l\u2019industrie du voyage a \u00e9t\u00e9 parmi les plus durement touch\u00e9es, en particulier dans les premiers temps. \u00ab\u00a0Une fois que tout le monde avait pu rentrer chez soi en toute s\u00e9curit\u00e9, nous nous sommes imm\u00e9diatement tourn\u00e9s vers l\u2019avenir en nous demandant ce que nous devions faire pour revenir encore plus forts dans le secteur du voyage. Et cela commen\u00e7ait v\u00e9ritablement par l\u2019attention port\u00e9e au client\u00a0\u00bb, explique Cara Morton, PDG de Cover-More Group.<\/p>\n<h2>Acc\u00e9l\u00e9rer le temps gr\u00e2ce \u00e0 Webex Cloud Calling et Contact Center<\/h2>\n<p>La culture de Cover-More \u00e9tait proactive et visionnaire. Ses dirigeants n\u2019avaient pas l\u2019intention de rester les bras crois\u00e9s en attendant la reprise du march\u00e9 du voyage. En fait, Cover-More avait d\u00e9j\u00e0 commenc\u00e9 \u00e0 r\u00e9fl\u00e9chir au travail hybride et \u00e0 la modernisation de ses syst\u00e8mes. La pand\u00e9mie n\u2019a fait qu\u2019acc\u00e9l\u00e9rer son calendrier.<\/p>\n<p>L\u2019entreprise avait besoin de mettre \u00e0 niveau sa pile technologique afin de mieux int\u00e9grer les syst\u00e8mes et les processus. Ses d\u00e9cideurs souhaitaient une solution cloud et, tant qu\u2019ils y \u00e9taient, ils voulaient trouver un moyen de mieux servir les clients. \u00ab\u00a0Webex nous a vraiment aid\u00e9s \u00e0 r\u00e9fl\u00e9chir de mani\u00e8re novatrice\u00a0\u00bb, explique James Hill, directeur mondial de l\u2019infrastructure et des solutions cloud. \u00c0 l\u2019issue d\u2019un processus d\u2019\u00e9valuation rigoureux, Cover-More a opt\u00e9 pour les solutions <a href=\"https:\/\/www.webex.com\/contact-center.html\" target=\"_blank\" rel=\"noopener\">Webex Contact Center<\/a> et <a href=\"https:\/\/www.webex.com\/enterprise-cloud-calling.html\" target=\"_blank\" rel=\"noopener\">Cloud Calling<\/a>, et a r\u00e9ussi \u00e0 les d\u00e9ployer avec succ\u00e8s sur l\u2019ensemble de son r\u00e9seau mondial d\u2019assistance client en une journ\u00e9e seulement.<\/p>\n<p>Webex propose une solution omnicanale intuitive, avec des fonctionnalit\u00e9s de reporting en temps r\u00e9el \u00e0 l\u2019\u00e9chelle mondiale et des capacit\u00e9s d\u2019analyse de donn\u00e9es. \u00ab\u00a0Nous n\u2019avions jamais pu nous appuyer sur des m\u00e9triques auparavant. Webex Contact Center nous a offert la possibilit\u00e9 d\u2019analyser les donn\u00e9es, afin de d\u00e9terminer d\u2019o\u00f9 proviennent les clients et, principalement, comment nous pouvons faire en sorte de r\u00e9pondre plus efficacement \u00e0 leurs attentes\u00a0\u00bb, poursuit J.\u00a0Hill. \u00ab\u00a0Cette solution est tr\u00e8s intuitive et beaucoup plus simple d\u2019utilisation. Nous b\u00e9n\u00e9ficions \u00e0 pr\u00e9sent de capacit\u00e9s de reporting sur tout ce dont nous avons besoin, dans le monde entier.\u00a0\u00bb<\/p>\n<h2>Am\u00e9liorer l\u2019exp\u00e9rience client lors de chaque communication<\/h2>\n<p>Non seulement l\u2019ensemble du workflow a \u00e9t\u00e9 am\u00e9lior\u00e9, mais Cover-More est aussi en mesure de fournir un meilleur service client.<\/p>\n<blockquote><p>\u00ab\u00a0Nos clients ne souhaitent pas n\u00e9cessairement nous contacter uniquement par t\u00e9l\u00e9phone, mais aussi par e-mail, par SMS ou par chat, ou en utilisant Facebook. Webex nous offre la capacit\u00e9 de r\u00e9fl\u00e9chir \u00e0 la mani\u00e8re de mieux servir nos clients\u00a0\u00bb, explique J.\u00a0Hill.<\/p><\/blockquote>\n<p>Avec Webex, Cover-More a pu assurer la migration de pr\u00e8s de 300\u00a0agents, mettre \u00e0 niveau sa pile\u00a0IT, rationaliser ses workflows et rendre l\u2019assurance voyage plus accessible gr\u00e2ce \u00e0 des int\u00e9grations avec ses partenaires commerciaux. \u00ab\u00a0En abandonnant toutes nos anciennes solutions au profit de Webex, nous avons en fait r\u00e9duit nos co\u00fbts annuels d\u2019exploitation de plus de 30\u00a0%\u00a0\u00bb, se r\u00e9jouit J.\u00a0Hill.<\/p>\n<p>L\u2019avenir s\u2019annonce radieux pour Cover-More, ce que confirme J.\u00a0Hill\u00a0: \u00ab\u00a0Notre entreprise va avoir \u00e9norm\u00e9ment de travail. Et je suis ravi de voir comment Webex va nous permettre de cr\u00e9er de meilleures exp\u00e9riences client \u00e0 l\u2019avenir.\u00a0\u00bb<\/p>\n<p>Explorez tous les atouts des <a href=\"https:\/\/www.webex.com\/products\/customer-experience.html\">solutions d\u2019exp\u00e9rience client de Webex<\/a> et d\u00e9couvrez comment nous pouvons vous aider \u00e0 optimiser votre activit\u00e9.<\/p>\n<p><strong>En savoir plus<\/strong><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/fr\/experience-client\/repenser-la-technologie-dzes-centres-de-contact-dans-le-monde-de-lassurance-voyage\/\" target=\"_blank\" rel=\"noopener\">Repenser la technologie des centres de contact dans le monde de l\u2019assurance voyage<\/a><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/fr\/customer-stories\/trois-considerations-pour-se-lancer-dans-lunivers-de-la-messagerie-numerique\/\" target=\"_blank\" rel=\"noopener\">Trois consid\u00e9rations pour se lancer dans l\u2019univers de la messagerie num\u00e9rique<\/a><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/fr\/customer-stories\/orchestrer-les-meilleures-experiences-client-au-monde-avec-webex-connect\/\" target=\"_blank\" rel=\"noopener\">Orchestrer les meilleures exp\u00e9riences client au monde avec Webex Connect<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>En 2019, Cover-More s\u2019est trouv\u00e9 dans une position complexe. L\u2019entreprise fait partie du groupe Zurich Insurance, une soci\u00e9t\u00e9 d\u2019assurance voyage [&hellip;]<\/p>\n","protected":false},"author":5426,"featured_media":392630,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1502,1563],"tags":[4629,2066],"class_list":["post-393953","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-stories-fr","category-experience-client","tag-communications-cloud","tag-outils-de-collaboration"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Gr\u00e2ce \u00e0 son approche centr\u00e9e sur le client, Cover-More redynamise son activit\u00e9 dans le secteur du voyage \u00e0 l\u2019\u00e8re de l\u2019apr\u00e8s-pand\u00e9mie | Webex Blog<\/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:\/\/blog.webex.com\/fr\/customer-stories-fr\/grace-a-son-approche-centree-sur-le-client-cover-more-redynamise-son-activite-dans-le-secteur-du-voyage-a-lere-de-lapres-pandemie\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Gr\u00e2ce \u00e0 son approche centr\u00e9e sur le client, Cover-More redynamise son activit\u00e9 dans le secteur du voyage \u00e0 l\u2019\u00e8re de l\u2019apr\u00e8s-pand\u00e9mie | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"En 2019, Cover-More s\u2019est trouv\u00e9 dans une position complexe. L\u2019entreprise fait partie du groupe Zurich Insurance, une soci\u00e9t\u00e9 d\u2019assurance voyage [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.webex.com\/fr\/customer-stories-fr\/grace-a-son-approche-centree-sur-le-client-cover-more-redynamise-son-activite-dans-le-secteur-du-voyage-a-lere-de-lapres-pandemie\/\" \/>\n<meta property=\"og:site_name\" content=\"Webex Blog\" \/>\n<meta property=\"article:published_time\" content=\"2022-04-07T15:04:45+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/04\/SHOT-25-REMOTE_1707_ccexpress-1.jpeg\" \/>\n\t<meta property=\"og:image:width\" content=\"975\" \/>\n\t<meta property=\"og:image:height\" content=\"554\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Jamie Romanin\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Jamie Romanin\" \/>\n\t<meta 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