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Présentation
Notre client, acteur emblématique et portail leader de l’immobilier en France, souhaite améliorer la satisfaction de ses clients et donner corps à sa promesse d’offrir « une expérience simple et efficace ».
KEPLER propose la mise en place d’une approche analytique basée sur le diagnostic VSM et l’animation de la performance.
Contexte
La récente fusion de deux entités du groupe a rendu plus complexe le flux de « requêtes clients » avec différents sites dédiés, selon le type de produits
Des processus, fruits d’un historique, qui ne sont pas complètement formalisés et qui peuvent être optimisés
Une activité multi-sites qui est la conséquence de la fusion et qui a complexifié les flux d’informations
Un cloisonnement important des différents services qui empêche ou freine les démarches de progrès
Objectifs
Catégorie : Gagner en productivité
Améliorer la satisfaction client en réduisant les délais de traitement des requêtes
Améliorer l’expérience en diminuant les contraintes soumises aux clients
Améliorer la productivité et le bien être des équipes opérationnelles en rendant les process robustes et en éliminant les irritants
L’enjeu principal de cette mission a été d’appliquer, après adaptation, des méthodes industrielles auprès d’équipes qui n’avaient aucune notion industrielle (lean …) et dont 100% des processus étaient digitalisés.
EN VERSION COMPLÈTE
Découvrir la méthodologie, les outils et les résultats obtenus
Business Cases récents
Filtrer les cas clients par secteur
Tous les secteurs
Agroalimentaire
Automobile et Mobilité
Biens de Consommation FMCG
Distribution, retail & e-Commerce
Private Equity
Santé Pharmaceutique
Services du tertiaire
Home
Cas clients
Améliorer la satisfaction client du groupe leader spécialiste des portails immobiliers en France
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