window.KEPLER = {};
window.KEPLER.obsolete_browser_url = "https://www.kepler-consulting.com/fr/navigateur-obsolete/";
window.KEPLER.ajax_url = "https://www.kepler-consulting.com/ajax.php";
// Check deprecated browser
// Cookie first
var cookies = document.cookie.split(';');
var cookieFound = false;
for (var i = 0, j = cookies.length; i < j; i++) {
var cookie = cookies[i];
if( cookie.indexOf( 'ke_deprecated_browser' ) === 1 ) {
cookieFound = true;
var value = cookie.split('=')[1];
// Check value to redirect or not if cookie found
if( value == 1 ) {
window.location.href = window.KEPLER.obsolete_browser_url;
}
}
}
// No cookie
if ( cookieFound == false ) {
setTimeout( function() {
// AJAX check
// Creating & executing a new XMLHttpRequest
var request = new XMLHttpRequest();
request.open( 'POST', window.KEPLER.ajax_url + '?action=ke_check_deprecated_browser', false );
request.setRequestHeader( 'Content-Type', 'application/x-www-form-urlencoded; charset=UTF-8' );
request.setRequestHeader( 'X-Requested-With', 'XMLHttpRequest' );
request.onload = function (e) {
// console.log('RETURN AJAX RESPONSE DEPRECATED');
// console.log(request.readyState);
// console.log(request.status);
// console.log(request.responseText);
// console.log(request.statusText);
if ( request.readyState == 4 ) {
if ( request.status == 200 ) {
var xhr = JSON.parse( request.response );
if( xhr.data.deprecated == true ) {
var value = 1;
} else {
var value = 0;
}
// set cookie for next visit ( 30 days here )
var date = new Date();
date.setTime(date.getTime() + (30 * 24 * 60 * 60 * 1000));
document.cookie = 'ke_deprecated_browser=' + value + ';expires=' + date.toUTCString() + '; path=/';
if( value == 1 ) {
window.location.href = window.KEPLER.obsolete_browser_url;
}
}
}
};
request.send();
}, 10 );
}
var breeze_prefetch = {"local_url":"https://www.kepler-consulting.com","ignore_remote_prefetch":"1","ignore_list":["wp-admin","wp-login.php"]};
//# sourceURL=breeze-prefetch-js-extra
https://www.kepler-consulting.com/wp-content/plugins/breeze/assets/js/js-front-end/breeze-prefetch-links.min.js
window.OneSignalDeferred = window.OneSignalDeferred || [];
OneSignalDeferred.push(function(OneSignal) {
var oneSignal_options = {};
window._oneSignalInitOptions = oneSignal_options;
oneSignal_options['serviceWorkerParam'] = { scope: '/' };
oneSignal_options['serviceWorkerPath'] = 'OneSignalSDKWorker.js.php';
OneSignal.Notifications.setDefaultUrl("https://www.kepler-consulting.com");
oneSignal_options['wordpress'] = true;
oneSignal_options['appId'] = '56cd43ab-0f90-4677-8acd-d5ea1240b570';
oneSignal_options['allowLocalhostAsSecureOrigin'] = true;
oneSignal_options['welcomeNotification'] = { };
oneSignal_options['welcomeNotification']['title'] = "Thanks for your interest to get notified!!";
oneSignal_options['welcomeNotification']['message'] = "We will make sure, you receive highly informational contents from us.";
oneSignal_options['welcomeNotification']['url'] = "https://www.kepler-consulting.com/en/insights/";
oneSignal_options['path'] = "https://www.kepler-consulting.com/wp-content/plugins/onesignal-free-web-push-notifications/sdk_files/";
oneSignal_options['promptOptions'] = { };
oneSignal_options['promptOptions']['actionMessage'] = "We’d like to keep you informed of KEPLER’s latest news and updates.";
oneSignal_options['notifyButton'] = { };
oneSignal_options['notifyButton']['enable'] = true;
oneSignal_options['notifyButton']['position'] = 'bottom-left';
oneSignal_options['notifyButton']['theme'] = 'default';
oneSignal_options['notifyButton']['size'] = 'medium';
oneSignal_options['notifyButton']['showCredit'] = false;
oneSignal_options['notifyButton']['text'] = {};
oneSignal_options['notifyButton']['colors'] = {};
oneSignal_options['notifyButton']['colors']['pulse.color'] = '#003f64';
oneSignal_options['notifyButton']['colors']['dialog.button.background'] = '#003f64';
/* OneSignal: onesignal_initialize_sdk filter preventing SDK initialization. */
OneSignal.Slidedown.promptPush() });
function documentInitOneSignal() {
var oneSignal_elements = document.getElementsByClassName("OneSignal-prompt");
var oneSignalLinkClickHandler = function(event) { OneSignal.Notifications.requestPermission(); event.preventDefault(); }; for(var i = 0; i < oneSignal_elements.length; i++)
oneSignal_elements[i].addEventListener('click', oneSignalLinkClickHandler, false);
}
if (document.readyState === 'complete') {
documentInitOneSignal();
}
else {
window.addEventListener("load", function(event){
documentInitOneSignal();
});
}
Présentation
Notre client, leader de la banque de détail, souhaite refondre son processus changement de conseiller. KEPLER propose la mise en place d’un processus d’excellence pour offrir aux clients une expérience forte.
Contexte
Dans un contexte de fort taux de mobilités dans le réseau (évolution des métiers), la Direction Générale souhaite mettre en place un « processus d’excellence » dans l’accompagnement client lors du changement de conseiller
Le but c’est d’être reconnu sur le marché / par les clients pour l’accompagnement lors de cet évènement fort de la relation client
Objectifs
Catégorie : Se différencier par l’experience client
Concevoir et mettre en oeuvre un processus de changement de conseiller bancaire normé et professionnel pour accompagner cet évènement de vie structurant dans la relation entre le client et sa banque
Le changement de conseiller est en général le premier motif d’insatisfaction client et donc un vecteur fort d’attrition
Le défi principal a été de faire accepter le nécessaire investissement humain de recouvrement et d’accompagnement que nécessitait un changement de conseiller vécu positivement par le client.
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
Banque et Assurance
Home
Cas clients
Refondre le processus changement de conseiller d’un leader de la banque de détail
window.KEPLER.lang = "fr";
window.KEPLER.ga_tracking = true;
window.KEPLER.ga_tracking_id = "UA-68630459-1";
window.KEPLER.recaptcha_site_key = "6LcCCrsZAAAAAOIzGRZzFWj7c7Lc86fdyo7Yagv6";
window.KEPLER.newsletter = {
"title": "Abonnez\u002Dvous\u0020\u00E0\u0020notre\u0020newsletter",
"description": "Recevez\u0020nos\u0020mises\u0020\u00E0\u0020jour\u0020trimestrielles\u0020sur\u0020nos\u0020practices\u0020\u003A\u0020articles,\u0020rediffusions\u0020de\u0020webinaires,\u0020\u00E9tudes\u0020et\u0020derniers\u0020Business\u0020Cases\u0020publi\u00E9s.",
"plezi_tenant_id": "602940c0f420874bfbc1fd7c",
"plezi_form_id": "60b1f49ad59cbc3581ad0f3e",
"plezi_content_web_form_id": "60b211fcd59cbc3576ad103d",
"legal_notice": "Kepler\u0020porte\u0020la\u0020plus\u0020grande\u0020attention\u0020\u00E0\u0020vos\u0020donn\u00E9es\u0020\u00E0\u0020caract\u00E8re\u0020personnel\u0020et\u0020s\u2019engage\u0020\u00E0\u0020les\u0020prot\u00E9ger,\u0020de\u0020sorte\u0020que\u0020leur\u0020collecte\u0020et\u0020leur\u0020traitement,\u0020effectu\u00E9s\u0020\u00E0\u0020partir\u0020du\u0020pr\u00E9sent\u0020site,\u0020soient\u0020conformes\u0020\u00E0\u0020la\u0020loi\u0020n\u00B078\u002D17\u0020du\u00206\u0020janvier\u00201978\u0020modifi\u00E9e\u0020relative\u0020\u00E0\u0020l\u2019informatique,\u0020aux\u0020fichiers\u0020et\u0020aux\u0020libert\u00E9s\u0020ainsi\u0020qu\u2019au\u0020R\u00E8glement\u0020\u0028UE\u0029\u00202016\/679\u0020du\u0020Parlement\u0020europ\u00E9en\u0020et\u0020du\u0020Conseil\u0020du\u002027\u0020avril\u00202016\u0020applicable\u0020le\u002025\u0020mai\u00202018.\u0020Ces\u0020donn\u00E9es\u0020ne\u0020sont\u0020pas\u0020transmises\u0020\u00E0\u0020des\u0020tiers\u0020et\u0020leur\u0020dur\u00E9e\u0020de\u0020conservation\u0020est\u0020limit\u00E9e\u0020\u00E0\u002013\u0020mois\u0020\u00E0\u0020compter\u0020de\u0020la\u0020collecte.\u0020Pour\u0020toute\u0020question\u0020sur\u0020le\u0020traitement\u0020de\u0020vos\u0020donn\u00E9es\u0020dans\u0020ce\u0020dispositif,\u0020vous\u0020pouvez\u0020contacter\u0020notre\u0020d\u00E9l\u00E9gu\u00E9\u0020\u00E0\u0020la\u0020protection\u0020des\u0020donn\u00E9es\u0020via\u0020notre\u0020page\u0020contact.\u0020Ce\u0020formulaire\u0020est\u0020prot\u00E9g\u00E9\u0020par\u0020reCAPTCHA\u0020et\u0020les\u0020\u003Ca\u0020href\u003D\u0022https\u003A\/\/policies.google.com\/privacy\u003Fhl\u003Dfr\u0022\u0020target\u003D\u0022_blank\u0022\u0020rel\u003D\u0022noopener\u0022\u003Er\u00E8gles\u0020de\u0020confidentialit\u00E9\u003C\/a\u003E\u0020et\u0020\u003Ca\u0020href\u003D\u0022https\u003A\/\/policies.google.com\/terms\u003Fhl\u003Dfr\u0022\u0020target\u003D\u0022_blank\u0022\u0020rel\u003D\u0022noopener\u0022\u003Econditions\u0020d\u2019utilisation\u003C\/a\u003E\u0020de\u0020Google\u0020s\u0027appliquent."
};
(function() {
var expirationDate = new Date();
expirationDate.setTime( expirationDate.getTime() + 31536000 * 1000 );
document.cookie = "pll_language=fr; expires=" + expirationDate.toUTCString() + "; path=/; secure; SameSite=Lax";
}());
//# sourceURL=pll_cookie_script-js-after
https://www.kepler-consulting.com/wp-content/themes/kepler-consulting/library/js/app.d2df6e6d3ad03ad57af7270ab2f44837.js
