{"id":1391,"date":"2020-05-07T21:19:43","date_gmt":"2020-05-07T19:19:43","guid":{"rendered":"https:\/\/rapportannuelswde.be\/2019\/?page_id=1391"},"modified":"2020-05-25T13:34:40","modified_gmt":"2020-05-25T11:34:40","slug":"actions-et-bilan-4","status":"publish","type":"page","link":"https:\/\/rapportannuelswde.be\/2019\/actions-et-bilan-4\/","title":{"rendered":"Actions et bilan-4-Garantir un service optimal aux clients"},"content":{"rendered":"

[et_pb_section fb_built=”1″ admin_label=”en BREF” _builder_version=”4.4.3″ background_color=”#dbedf4″ use_background_color_gradient=”on” background_color_gradient_start=”#dceef5″ background_color_gradient_end=”#b0e9f4″ background_enable_image=”off” background_position=”top_center” custom_padding=”0px||10vw||false|false” bottom_divider_style=”slant” bottom_divider_color=”#FFFFFF” bottom_divider_height=”250px” bottom_divider_flip=”horizontal” animation_direction=”top” collapsed=”off”][et_pb_row custom_padding_last_edited=”on|phone” _builder_version=”4.4.4″ background_enable_color=”off” background_image=”https:\/\/rapportannuelswde.be\/2019\/wp-content\/uploads\/2020\/05\/home-bilan-logo.svg” background_size=”contain” width=”100%” module_alignment=”center” custom_padding=”0%||0px||false|false” custom_padding_tablet=”” custom_padding_phone=”10%||20%||false|false”][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”60px|||” custom_padding_tablet=”0px|||” custom_padding_phone=”” custom_padding_last_edited=”on|tablet” padding_tablet=”0px|||” padding_last_edited=”on|tablet” custom_padding__hover=”|||”][et_pb_image src=”https:\/\/rapportannuelswde.be\/2019\/wp-content\/uploads\/2020\/05\/home-loupe.svg” title_text=”home-loupe” align=”right” _builder_version=”4.4.4″ transform_translate=”0vw|0px” transform_translate_linked=”off” width=”22%” custom_margin=”|10vw|-5vw||false|false” custom_padding=”||||false|false” scroll_vertical_motion_enable=”on” scroll_vertical_motion=”0|50|50|100|1|0|-0.5″ scroll_horizontal_motion_enable=”on” scroll_horizontal_motion=”0|50|50|100|0|0|0.5″ motion_trigger_start=”bottom”][\/et_pb_image][et_pb_text _builder_version=”4.4.4″ header_font=”||||||||” header_text_align=”left” header_text_color=”#154455″ header_font_size=”140px” header_2_text_color=”#154455″ header_2_font_size=”70px” header_3_text_color=”#154455″ header_3_font_size=”35px” scroll_horizontal_motion_enable=”on” scroll_horizontal_motion=”0|50|50|100|0|0|-0.2″ scroll_scaling=”0|50|50|100|85%|100|110%” scroll_blur_enable=”on” scroll_blur=”0|33|67|100|0px|0px|3px” motion_trigger_start=”bottom” header_font_size_tablet=”” header_font_size_phone=”60px” header_font_size_last_edited=”on|phone” header_3_font_size_tablet=”” header_3_font_size_phone=”30px” header_3_font_size_last_edited=”on|phone”]<\/p>\n

Nos<\/h3>\n

Actions<\/h1>\n

et le bilan 2019<\/h3>\n

[\/et_pb_text][et_pb_image src=”https:\/\/rapportannuelswde.be\/2019\/wp-content\/uploads\/2020\/05\/home-bulle.svg” title_text=”home-bulle” _builder_version=”4.4.4″ width=”17%” custom_margin=”-9%|||5vw|false|false” scroll_vertical_motion_enable=”on” scroll_vertical_motion=”0|50|50|100|-1|0|1″ scroll_horizontal_motion=”0|50|50|100|-0.5|0|0.5″ motion_trigger_start=”top”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_4,3_4″ admin_label=”BTN” _builder_version=”4.4.3″ width=”100%” custom_padding=”0px||0px|||”][et_pb_column type=”1_4″ _builder_version=”4.4.3″][\/et_pb_column][et_pb_column type=”3_4″ _builder_version=”4.4.3″ custom_padding=”||||false|false”][et_pb_button button_url=”https:\/\/rapportannuelswde.be\/2019\/actions-et-bilan-1\/#maitriser-le-prix-de-leau” button_text=”Ma\u00eetriser le prix de l’eau” button_alignment=”left” _builder_version=”4.4.4″ button_text_size=”18px” button_bg_color=”#ffffff” button_font=”ISIDORA – SEMIBOLD-https||||||||” button_use_icon=”on” button_icon_color=”#eb9e2b” custom_margin=”-80px||10px||false|false” custom_margin_tablet=”” custom_margin_phone=”-50px||10px||false|false” custom_margin_last_edited=”on|phone” button_text_color__hover_enabled=”on|desktop” button_text_color__hover=”#eb9e2b”][\/et_pb_button][et_pb_button button_url=”https:\/\/rapportannuelswde.be\/2019\/actions-et-bilan-2\/#securiser-lapprovisionnement-en-eau” button_text=”S\u00e9curiser l’approvisionnement en eau” button_alignment=”left” _builder_version=”4.4.4″ button_text_size=”18px” button_bg_color=”#ffffff” button_font=”ISIDORA – SEMIBOLD-https||||||||” button_use_icon=”on” button_icon_color=”#eb9e2b” custom_margin=”0px||10px||false|false” button_text_color__hover_enabled=”on|desktop” button_bg_color__hover_enabled=”on|hover” button_bg_color__hover=”#ffffff” button_text_color__hover=”#eb9e2b”][\/et_pb_button][et_pb_button button_url=”https:\/\/rapportannuelswde.be\/2019\/actions-et-bilan-3\/#garantir-la-qualit\u00e9-de-l-eau” button_text=”Garantir la qualit\u00e9 de l’eau” button_alignment=”left” _builder_version=”4.4.4″ button_text_size=”18px” button_bg_color=”#ffffff” button_font=”ISIDORA – SEMIBOLD-https||||||||” button_use_icon=”on” button_icon_color=”#eb9e2b” custom_margin=”0px||10px||false|false” button_text_color__hover_enabled=”on|desktop” button_bg_color__hover_enabled=”on|hover” button_bg_color__hover=”#ffffff” button_text_color__hover=”#eb9e2b”][\/et_pb_button][et_pb_button button_url=”#garantir-un-service-optimal-aux-clients” button_text=”Garantir un service optimal aux clients” button_alignment=”left” _builder_version=”4.4.4″ button_text_size=”22px” button_text_color=”#154455″ button_bg_color=”#ffffff” button_font=”ISIDORA – BOLD -ALT||||||||” custom_margin=”||10px|-20px|false|false” button_text_color__hover=”#eb9e2b” button_text_color__hover_enabled=”on|desktop” button_bg_color__hover=”#ffffff” button_bg_color__hover_enabled=”on|hover”][\/et_pb_button][et_pb_button button_url=”https:\/\/rapportannuelswde.be\/2019\/actions-et-bilan-5\/#contribuer-au-developpement-durable” button_text=”Contribuer au d\u00e9veloppement durable” button_alignment=”left” admin_label=”gouvernace de leau” _builder_version=”4.4.4″ button_text_size=”18px” button_bg_color=”#ffffff” button_font=”ISIDORA – SEMIBOLD-https||||||||” button_use_icon=”on” button_icon_color=”#eb9e2b” custom_margin=”0px||10px||false|false” button_text_color__hover=”#eb9e2b” button_text_color__hover_enabled=”on|desktop”][\/et_pb_button][et_pb_button button_url=”https:\/\/rapportannuelswde.be\/2019\/actions-et-bilan-6\/#dynamiser-les-ressources-humaines” button_text=”Dynamiser les ressources humaines” button_alignment=”left” admin_label=”gouvernace de leau” _builder_version=”4.4.4″ button_text_size=”18px” button_bg_color=”#ffffff” button_font=”ISIDORA – SEMIBOLD-https||||||||” button_use_icon=”on” button_icon_color=”#eb9e2b” custom_margin=”0px||10px||false|false” button_text_color__hover=”#eb9e2b” button_text_color__hover_enabled=”on|desktop”][\/et_pb_button][et_pb_button button_url=”https:\/\/rapportannuelswde.be\/2019\/actions-et-bilan-7\/#renforcer-la-gouvernance-de-leau” button_text=”Renforcer la gouvernance de l’eau” button_alignment=”left” _builder_version=”4.4.4″ button_text_size=”18px” button_bg_color=”#ffffff” button_font=”ISIDORA – SEMIBOLD-https||||||||” button_use_icon=”on” button_icon_color=”#eb9e2b” custom_margin=”0px||10px||false|false” button_text_color__hover_enabled=”on|desktop” button_bg_color__hover=”#ffffff” button_bg_color__hover_enabled=”on|hover” button_text_color__hover=”#eb9e2b”][\/et_pb_button][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Section 1 ” module_id=”garantir-un-service-optimal-aux-clients” _builder_version=”4.4.4″ custom_padding=”||0px||false|false” bottom_divider_color=”#dceef5″ locked=”off” collapsed=”on”][et_pb_row use_custom_gutter=”on” gutter_width=”1″ admin_label=”1″ _builder_version=”4.4.4″ max_width=”1280px” collapsed=”on”][et_pb_column type=”4_4″ _builder_version=”4.4.3″][et_pb_image src=”https:\/\/rapportannuelswde.be\/2019\/wp-content\/uploads\/2020\/04\/forme-12.svg” admin_label=”shape” _builder_version=”4.4.3″ background_enable_color=”off” transform_translate=”-40px|0px” transform_translate_linked=”off” width=”20%” module_alignment=”left” custom_margin=”||-150px||false|false” custom_padding=”||||false|false” animation_style=”slide” animation_direction=”bottom” animation_intensity_slide=”20%” scroll_vertical_motion_enable=”on” scroll_vertical_motion=”0|50|50|100|1|0|-0.5″ always_center_on_mobile=”off”][\/et_pb_image][et_pb_text admin_label=”1 LA SWDE” _builder_version=”4.4.3″ header_font=”ISIDORA – BOLD -ALT||||||||” header_text_color=”#008fc3″ header_font_size=”55px” header_2_font=”ISIDORA – BOLD -ALT||||||||” header_2_text_color=”#154455″ header_2_font_size=”50px” header_3_font=”ISIDORA – SEMIBOLD-https|||on|||||” header_3_text_color=”#eb9e2b” header_3_font_size=”15px” header_4_font=”ISIDORA – SEMIBOLD-https||||||||” header_4_text_color=”#eb9e2b” custom_margin=”||10px||false|false”]<\/p>\n

4<\/h1>\n

Garantir
un service optimal
aux clients<\/h2>\n

[\/et_pb_text][et_pb_divider color=”#29b6c1″ divider_weight=”9px” _builder_version=”4.4.3″ width=”70px” module_alignment=”left”][\/et_pb_divider][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_4,1_2,1_4″ admin_label=”1″ _builder_version=”4.4.4″ background_enable_color=”off” width=”100%” custom_padding=”0px|||||” locked=”off”][et_pb_column type=”1_4″ _builder_version=”4.4.3″][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.4.3″][et_pb_text _builder_version=”4.4.4″ text_line_height=”1em” link_font=”ISIDORA – SEMIBOLD-https||||||||” link_text_color=”#eb9e2b” link_font_size=”16px” link_text_color__hover_enabled=”on|hover” link_text_color__hover=”#f7c753″]<\/p>\n

Accessibilit\u00e9 et qualit\u00e9 de nos services<\/a><\/p>\n

Le basculement vers S\/4 HANA<\/a><\/p>\n

Isabelle Dykmans : Les parcours clients<\/a><\/p>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_4″ _builder_version=”4.4.3″][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”2_3,1_3″ module_id=”accessibilite-et-qualite-de-nos-services” _builder_version=”4.4.4″ max_width=”1280px” custom_margin=”30px||||false|false” custom_padding=”30px||0px||false|false” collapsed=”on”][et_pb_column type=”2_3″ _builder_version=”4.4.3″][et_pb_text _builder_version=”4.4.4″ header_font=”ISIDORA – BOLD -ALT||||||||” header_font_size=”40px” header_2_font=”ISIDORA – BOLD -ALT||||||||” header_2_text_color=”#154455″ header_2_font_size=”30px” header_2_line_height=”1.2em” header_3_font=”ISIDORA – BOLD -ALT||||||||” header_4_font=”ISIDORA – SEMIBOLD-https||||||||” header_4_text_color=”#eb9e2b” custom_margin=”||10px||false|false” custom_padding=”|||30px|false|false” custom_padding_tablet=”” custom_padding_phone=”|||0px|false|false” custom_padding_last_edited=”on|phone”]<\/p>\n

Accessibilit\u00e9
& Qualit\u00e9 de nos services<\/h2>\n

[\/et_pb_text][et_pb_divider color=”#29b6c1″ divider_weight=”7px” _builder_version=”4.4.3″ max_width=”60px” custom_margin=”||20px|30px|false|false” global_module=”162″ saved_tabs=”all”][\/et_pb_divider][et_pb_text _builder_version=”4.4.4″ header_font=”ISIDORA – BOLD -ALT||||||||” header_font_size=”40px” header_2_font=”ISIDORA – BOLD -ALT||||||||” header_2_text_color=”#154455″ header_2_font_size=”30px” header_2_line_height=”1.2em” header_3_font=”ISIDORA – BOLD -ALT||||||||” header_4_font=”ISIDORA – SEMIBOLD-https||||||||” header_4_text_color=”#eb9e2b” custom_padding=”|||30px|false|false” custom_padding_tablet=”” custom_padding_phone=”|||0px|false|false” custom_padding_last_edited=”on|phone”]Le service client\u00e8le travaille au quotidien \u00e0 la r\u00e9duction du temps de traitement des appels et \u00e0 l\u2019augmentation du taux de r\u00e9solution au 1er contact. Le calcul de cette performance d\u00e9pend du taux de r\u00e9ponse des diff\u00e9rents vecteurs d’interactions (t\u00e9l\u00e9phone, site internet, courriers, mails, etc.) selon un d\u00e9lai fix\u00e9.<\/p>\n

L\u2019accessibilit\u00e9 globale a \u00e9t\u00e9 de 81,60 % en 2019 (r\u00e9gression de 4,32 points par rapport \u00e0 2018). Bien en-de\u00e7\u00e0 de la cible de 85% fix\u00e9e dans l\u2019actuel contrat de gestion, elle a \u00e9t\u00e9 fortement impact\u00e9e par la migration vers SAP\/4 HANA et la mise en place du CRM (Customer Relationship Management \/gestion de la relation client) sur la p\u00e9riode d\u2019octobre \u00e0 d\u00e9cembre. Cet upgrade du logiciel de gestion a entra\u00een\u00e9, dans les premiers temps, quelques bugs et des ralentissements. De plus, le temps d\u2019adaptation n\u00e9cessaire du personnel au nouvel outil a in\u00e9vitablement entra\u00een\u00e9 une augmentation du temps de traitement, du retard dans la GED et donc un nombre d\u2019appels en hausse.[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.4.3″][et_pb_cta title=”81,60%” _builder_version=”4.4.4″ header_text_align=”center” header_text_color=”#e16627″ body_font=”|700|||||||” body_text_align=”center” body_text_color=”#eb9e2b” body_line_height=”1.4em” background_color=”rgba(247,199,83,0.1)” custom_margin=”140px||||false|false” custom_padding=”10px|10px|0px|10px|false|false” link_option_url=”www.swde.be\/fr\/la-swde\/missions-valeurs\/notre-mission” link_option_url_new_window=”on” locked=”off”]<\/p>\n

<\/span>C\u2019est le taux d\u2019accessibilit\u00e9 globale des services de la SWDE par ses clients. <\/span><\/p>\n

[\/et_pb_cta][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_3,1_3,1_3″ make_equal=”on” _builder_version=”4.4.4″ max_width=”1280px” custom_margin=”30px||||false|false” custom_padding=”30px||0px||false|false” collapsed=”on”][et_pb_column type=”1_3″ _builder_version=”4.4.3″][et_pb_cta title=”82,86%” _builder_version=”4.4.4″ header_text_align=”center” header_text_color=”#e16627″ body_font=”|700|||||||” body_text_align=”center” body_text_color=”#eb9e2b” body_line_height=”1.4em” background_color=”rgba(247,199,83,0.1)” custom_margin=”||||false|false” custom_padding=”10px|10px|0px|10px|false|false” link_option_url=”www.swde.be\/fr\/la-swde\/missions-valeurs\/notre-mission” link_option_url_new_window=”on” locked=”off”]<\/p>\n

Taux d\u2019appels r\u00e9pondus (contre 87,9 % en 2018)<\/span><\/p>\n

[\/et_pb_cta][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.4.3″][et_pb_cta title=”72,48%” _builder_version=”4.4.4″ header_text_align=”center” header_text_color=”#e16627″ body_font=”|700|||||||” body_text_align=”center” body_text_color=”#eb9e2b” body_line_height=”1.4em” background_color=”rgba(247,199,83,0.1)” custom_margin=”||||false|false” custom_padding=”10px|10px|0px|10px|false|false” link_option_url=”www.swde.be\/fr\/la-swde\/missions-valeurs\/notre-mission” link_option_url_new_window=”on” locked=”off”]<\/p>\n

Taux de r\u00e9ponse au courrier\/mail end\u00e9ans les 7 jours (contre 75,2 % en 2018)
<\/span><\/p>\n

[\/et_pb_cta][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.4.3″][et_pb_cta title=”100%” _builder_version=”4.4.4″ header_text_align=”center” header_text_color=”#e16627″ body_font=”|700|||||||” body_text_align=”center” body_text_color=”#eb9e2b” body_line_height=”1.4em” background_color=”rgba(247,199,83,0.1)” custom_margin=”||||false|false” custom_padding=”10px|10px|0px|10px|false|false” link_option_url=”www.swde.be\/fr\/la-swde\/missions-valeurs\/notre-mission” link_option_url_new_window=”on” locked=”off”]<\/p>\n

Taux d\u2019interactions trait\u00e9es via les e-services.<\/span><\/p>\n

[\/et_pb_cta][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”section 2″ _builder_version=”4.4.4″ background_enable_color=”off” custom_margin=”||||false|false” custom_padding=”0px||||false|false” top_divider_height=”400px” top_divider_repeat=”0x” bottom_divider_color=”#ffffff” locked=”off” collapsed=”on”][et_pb_row column_structure=”1_3,2_3″ module_id=”basculement-vers-s-4-hana” _builder_version=”4.4.4″ max_width=”1280px” custom_margin=”60px||||false|false” custom_padding=”||0px||false|false” collapsed=”on”][et_pb_column type=”1_3″ _builder_version=”4.4.3″][et_pb_image src=”https:\/\/rapportannuelswde.be\/2019\/wp-content\/uploads\/2020\/04\/logo-shape.svg” title_text=”logo-shape” _builder_version=”4.4.4″ width=”80%” scroll_horizontal_motion_enable=”on” scroll_horizontal_motion=”0|50|50|100|0.5|0|-0.5″ scroll_blur_enable=”on” scroll_blur=”0|45|99|100|10px|0px|0px”][\/et_pb_image][\/et_pb_column][et_pb_column type=”2_3″ _builder_version=”4.4.3″][et_pb_text _builder_version=”4.4.4″ header_font=”ISIDORA – BOLD -ALT||||||||” header_font_size=”40px” header_2_font=”ISIDORA – BOLD -ALT||||||||” header_2_font_size=”30px” header_3_font=”ISIDORA – BOLD -ALT||||||||” header_4_font=”ISIDORA – SEMIBOLD-https||||||||” header_4_text_color=”#008fc3″ background_color=”#ffffff” custom_padding=”30px|30px|30px|30px|false|false” custom_padding_tablet=”” custom_padding_phone=”|||30px|false|false” custom_padding_last_edited=”on|phone” border_width_all=”2px” border_color_all=”#008fc3″ locked=”off”]<\/p>\n

Le basculement vers S\/4 HANA<\/h4>\n

Depuis 2005, la SWDE utilise le Progiciel de Gestion Int\u00e9gr\u00e9 que la soci\u00e9t\u00e9 SAP a d\u00e9velopp\u00e9 et adapt\u00e9 aux r\u00e9alit\u00e9s de la soci\u00e9t\u00e9. Cet outil informatique a consid\u00e9rablement assoupli et am\u00e9lior\u00e9 la relation avec le client. Mais comme cette version est amen\u00e9e \u00e0 dispara\u00eetre en 2025, la SWDE a d\u00e9cid\u00e9 sans plus attendre de d\u00e9ployer S\/4 HANA, la solution actualis\u00e9e du progiciel.<\/p>\n

Apr\u00e8s deux ann\u00e9es de pr\u00e9paration et de mise \u00e0 l\u2019essai, la migration de l\u2019ancienne version vers la nouvelle a \u00e9t\u00e9 r\u00e9alis\u00e9e le 27 septembre 2019. La SWDE est devenue l\u2019une des premi\u00e8res grandes entreprises europ\u00e9ennes \u00e0 effectuer cette transition vers SAP S\/4 HANA.<\/strong><\/p>\n

[\/et_pb_text][et_pb_text _builder_version=”4.4.4″ header_font=”ISIDORA – BOLD -ALT||||||||” header_font_size=”40px” header_2_font=”ISIDORA – BOLD -ALT||||||||” header_2_font_size=”30px” header_3_font=”ISIDORA – BOLD -ALT||||||||” header_4_font=”ISIDORA – SEMIBOLD-https||||||||” header_4_text_color=”#eb9e2b” custom_margin=”60px||||false|false” custom_padding=”|||30px|false|false” custom_padding_tablet=”” custom_padding_phone=”|||0px|false|false” custom_padding_last_edited=”on|phone”]<\/p>\n

Une accessibilit\u00e9 \u00e9tendue <\/h4>\n

Depuis le 1er janvier 2019, les heures d\u2019accessibilit\u00e9 de notre service Client\u00e8le et du call center ont ainsi \u00e9t\u00e9 \u00e9largies, passant de 8h-17h \u00e0 8h-20h en semaine et le samedi de 8h \u00e0 13h avec le maintien – comme c\u2019\u00e9tait d\u00e9j\u00e0 le cas – d\u2019un service de garde 24\/7 en dehors des heures d\u2019ouverture.[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”section 2″ module_id=”isabelle-dykmans” _builder_version=”4.4.4″ background_color=”#dceef5″ custom_padding=”90px||160px|||” top_divider_style=”waves2″ top_divider_color=”#ffffff” top_divider_flip=”horizontal” top_divider_height_tablet=”” top_divider_height_phone=”50px” top_divider_height_last_edited=”on|phone” bottom_divider_color=”#ffffff” locked=”off” collapsed=”on”][et_pb_row column_structure=”2_3,1_3″ _builder_version=”4.4.4″ max_width=”1280px” custom_margin=”60px||||false|false” custom_padding=”||0px||false|false” collapsed=”on”][et_pb_column type=”2_3″ _builder_version=”4.4.3″][et_pb_text _builder_version=”4.4.4″ header_font=”ISIDORA – BOLD -ALT||||||||” header_font_size=”40px” header_2_font=”ISIDORA – BOLD -ALT||||||||” header_2_text_color=”#154455″ header_2_font_size=”30px” header_3_font=”ISIDORA – BOLD -ALT||||||||” header_3_text_color=”#154455″ header_4_font=”ISIDORA – SEMIBOLD-https||||||||” header_4_text_color=”#008fc3″ header_4_font_size=”14px” custom_margin=”||15px||false|false” custom_padding=”||||false|false” custom_padding_tablet=”” custom_padding_phone=”|||0px|false|false” custom_padding_last_edited=”on|phone” locked=”off”]<\/p>\n

Interview<\/h2>\n

[\/et_pb_text][et_pb_divider color=”#29b6c1″ divider_weight=”7px” _builder_version=”4.4.3″ max_width=”60px” custom_margin=”||20px|30px|false|false” global_module=”162″ saved_tabs=”all”][\/et_pb_divider][et_pb_text _builder_version=”4.4.4″ text_font=”ISIDORA – SEMIBOLD-https||||||||” text_text_color=”#eb9e2b” text_font_size=”25px” text_line_height=”2em” header_font=”ISIDORA – BOLD -ALT||||||||” header_font_size=”40px” header_2_font=”ISIDORA – BOLD -ALT||||||||” header_2_font_size=”30px” header_3_font=”ISIDORA – BOLD -ALT||||||||” header_4_font=”ISIDORA – SEMIBOLD-https||||||||” header_4_text_color=”#eb9e2b” text_orientation=”center” custom_padding=”|||30px|false|false” custom_padding_tablet=”” custom_padding_phone=”|||0px|false|false” custom_padding_last_edited=”on|phone”]<\/p>\n

\u00ab Nous voulons conduire le client vers plus d\u2019autonomie \u00bb<\/p>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.4.3″][et_pb_image src=”https:\/\/rapportannuelswde.be\/2019\/wp-content\/uploads\/2020\/05\/Isabelle-Dykmans-ITW-RA-19.png” title_text=”Isabelle-Dykmans-ITW-RA-19″ _builder_version=”4.4.4″ custom_margin=”-50px||-100px||false|false”][\/et_pb_image][et_pb_text _builder_version=”4.4.4″ header_font=”ISIDORA – BOLD -ALT||||||||” header_font_size=”40px” header_2_font=”ISIDORA – BOLD -ALT||||||||” header_2_text_color=”#29b6c1″ header_2_font_size=”30px” header_3_font=”ISIDORA – BOLD -ALT||||||||” header_3_text_color=”#ffffff” header_4_font=”ISIDORA – SEMIBOLD-https||||||||” header_4_text_color=”#29b6c1″ header_4_font_size=”14px” background_color=”#29b6c1″ width=”208px” module_alignment=”left” custom_margin=”||||false|false” custom_padding=”12px|||12px|false|false” custom_padding_tablet=”” custom_padding_phone=”|||10px|false|false” custom_padding_last_edited=”on|phone” locked=”off”]<\/p>\n

Isabelle Dykmans<\/h3>\n

[\/et_pb_text][et_pb_text _builder_version=”4.4.4″ header_font=”ISIDORA – BOLD -ALT||||||||” header_font_size=”40px” header_2_font=”ISIDORA – BOLD -ALT||||||||” header_2_text_color=”#29b6c1″ header_2_font_size=”30px” header_3_font=”ISIDORA – BOLD -ALT||||||||” header_3_text_color=”#154455″ header_4_font=”ISIDORA – SEMIBOLD-https||||||||” header_4_text_color=”#154455″ header_4_font_size=”14px” background_color=”#dceef5″ module_alignment=”left” custom_margin=”-25px||||false|false” custom_padding=”15px||0px|30px|false|false” custom_padding_phone=”|||0px|false|false” custom_padding_last_edited=”off|desktop” locked=”off”]<\/p>\n

Manager Coordination Commercial <\/h4>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_3,2_3″ use_custom_gutter=”on” gutter_width=”2″ _builder_version=”4.4.4″ max_width=”1280px” custom_margin=”||||false|false” custom_padding=”0px|||||” collapsed=”on”][et_pb_column type=”1_3″ _builder_version=”4.4.3″][et_pb_text _builder_version=”4.4.4″ header_font=”ISIDORA – BOLD -ALT||||||||” header_font_size=”40px” header_2_font=”ISIDORA – BOLD -ALT||||||||” header_2_font_size=”30px” header_3_font=”ISIDORA – BOLD -ALT||||||||” header_4_font=”ISIDORA – SEMIBOLD-https||||||||” header_4_text_color=”#eb9e2b” custom_margin=”-13px||||false|false” custom_padding=”|||30px|false|false” custom_padding_tablet=”” custom_padding_phone=”|||0px|false|false” custom_padding_last_edited=”on|phone”]<\/p>\n

\u00ab\u00a0En 2019, nous avons confi\u00e9 \u00e0 une soci\u00e9t\u00e9 sp\u00e9cialis\u00e9e dans les parcours client, la mission d\u2019\u00e9tudier la mani\u00e8re dont nos clients nous contactaient. Nous voulions identifier les motifs d\u2019interaction principaux et les \u00ab\u00a0moments de v\u00e9rit\u00e9\u00a0\u00bb qui concernent les interactions les plus importantes. Pour les besoins de cette analyse, nous avons pos\u00e9 des diagnostics sur quelques-uns de nos canaux de communication principaux, notamment notre call-center et notre site internet. Dans le cadre de cette \u00e9tude, une troisi\u00e8me mission consistait en une analyse de notre strat\u00e9gie de contact multicanal afin de v\u00e9rifier si nous utilisions les bons canaux pour les interactions.<\/p>\n

[\/et_pb_text][et_pb_cta title=”294″ _builder_version=”4.4.4″ header_text_align=”center” header_text_color=”#e16627″ body_font=”|700|||||||” body_text_align=”center” body_text_color=”#eb9e2b” body_line_height=”1.4em” background_color=”#ffffff” custom_margin=”60px||||false|false” custom_padding=”10px|10px|0px|10px|false|false” link_option_url=”www.swde.be\/fr\/la-swde\/missions-valeurs\/notre-mission” link_option_url_new_window=”on” locked=”off”]<\/p>\n

<\/span>C\u2019est le nombre de plaintes re\u00e7ues de la part des clients tout au long de l\u2019ann\u00e9e via les voies de communication traditionnelles (courrier, mail, appel t\u00e9l\u00e9phonique), mais aussi via le m\u00e9diateur de la Wallonie et de la F\u00e9d\u00e9ration Wallonie-Bruxelles. Ce chiffre est nettement inf\u00e9rieur \u00e0 celui enregistr\u00e9 en 2018 (415). Il r\u00e9sulte notamment d\u2019une prise en compte des difficult\u00e9s \u00e0 l\u2019origine du pic connu en 2018, cons\u00e9cutif \u00e0 la mise en ligne d\u2019une nouvelle proc\u00e9dure d\u2019enregistrement et de traitement des demandes de nouveau raccordement. <\/span><\/p>\n

[\/et_pb_cta][\/et_pb_column][et_pb_column type=”2_3″ _builder_version=”4.4.3″][et_pb_text _builder_version=”4.4.4″ header_font=”ISIDORA – BOLD -ALT||||||||” header_font_size=”40px” header_2_font=”ISIDORA – BOLD -ALT||||||||” header_2_font_size=”30px” header_3_font=”ISIDORA – BOLD -ALT||||||||” header_4_font=”ISIDORA – SEMIBOLD-https||||||||” header_4_text_color=”#eb9e2b” custom_margin=”60px|||||” custom_padding=”|||30px|false|false” custom_padding_tablet=”” custom_padding_phone=”|||0px|false|false” custom_padding_last_edited=”on|phone”]<\/p>\n

Avec cette soci\u00e9t\u00e9, nous avons ensuite r\u00e9alis\u00e9 un benchmark aupr\u00e8s d\u2019autres organisations semblables \u00e0 la n\u00f4tre afin d\u2019appr\u00e9hender leurs modalit\u00e9s de prise de rendez-vous client\u00e8le. Cette \u00e9tude servira \u00e0 mettre en place un outil que nous allons prochainement d\u00e9velopper. La derni\u00e8re mission men\u00e9e dans le cadre de cette \u00e9tude s\u2019est focalis\u00e9e sur les trois parcours clients sp\u00e9cifiques<\/strong> que sont les nouveaux raccordements (le point d\u2019entr\u00e9e des clients), l\u2019assistance et les interventions. L\u2019assistance concerne les op\u00e9rations qui d\u00e9coulent d\u2019une demande du client tandis que les interventions ont trait aux op\u00e9rations orchestr\u00e9es \u00e0 notre initiative (remplacement syst\u00e9matique des compteurs, par exemple). Au regard de ces parcours, nous avons v\u00e9rifi\u00e9 si toutes les proc\u00e9dures propos\u00e9es satisfaisaient les clients et \u00e9taient suffisamment explicites pour eux.<\/p>\n

\u00c0 l\u2019issue de ces 5 missions, nous avons mis en place un plan d\u2019action d\u00e9but 2020. De ce plan d\u2019action va d\u00e9couler toute une s\u00e9rie de chantiers op\u00e9rationnels qui devraient permettre d\u2019am\u00e9liorer et fluidifier nos proc\u00e9dures. Via toutes ces nouvelles dispositions, nous voulons conduire le client vers plus d\u2019autonomie afin qu\u2019il puisse entreprendre plus de d\u00e9marches par lui-m\u00eame. Toutes ces proc\u00e9dures permettront \u00e9galement de diriger les clients directement vers les interlocuteurs concern\u00e9s afin d\u2019optimiser notre gestion de la relation client.\u00a0\u00bb<\/p>\n

[\/et_pb_text][et_pb_cta title=”87%” _builder_version=”4.4.4″ header_text_align=”center” header_text_color=”#e16627″ body_font=”|700|||||||” body_text_align=”center” body_text_color=”#eb9e2b” body_line_height=”1.4em” background_color=”#ffffff” custom_margin=”60px||||false|false” custom_padding=”10px|10px|0px|10px|false|false” link_option_url=”www.swde.be\/fr\/la-swde\/missions-valeurs\/notre-mission” link_option_url_new_window=”on” hover_enabled=”0″ locked=”off”]<\/p>\n

<\/span>C\u2019est le taux de r\u00e9fection des voiries dans les d\u00e9lais promis, \u00e0 savoir remettre les lieux dans leur \u00e9tat d\u2019origine\u00a0 <\/span>end\u00e9ans les 8 jours ouvrables maximum, sous r\u00e9serve de conditions climatiques et de temp\u00e9ratures favorables mais sans tenir compte des p\u00e9riodes de fermeture des centrales de production de tarmac en p\u00e9riode hivernale pendant lesquelles les r\u00e9fections sont impossibles.
<\/span>Ce taux de r\u00e9fection des voiries s\u2019est l\u00e9g\u00e8rement d\u00e9grad\u00e9 en 2019 par rapport \u00e0 2018. En cause\u00a0: la d\u00e9fection de certains sous-traitants dans le suivi qui a d\u00fb faire l\u2019objet de l\u2019application de plusieurs amendes pour retard<\/span>.<\/span><\/p>\n

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