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Présentation
Notre client, leader de la banque de détail, souhaite refondre son processus de traitement des réclamations afin de générer une plus grande satisfaction client. KEPLER propose la mise en place d’un processus robuste de traitement des réclamations et de mise en place d’une démarche d’amélioration continue.
Contexte
Un IRC (Indice de Recommandation Client) parmi les plus faibles du groupe avec le double constat que :
de nombreuses réclamations / demandes client ne sont pas traitées
de nombreuses réclamations sont récurrentes car les causes racines ne sont pas traitées
Objectifs
Catégorie : Se différencier par l’expérience client
Améliorer la satisfaction client par la mise en place d’un processus ‘‘qualité totale’’ dans le traitement des réclamations
Mettre en oeuvre le dispositif d’amélioration continue sous-jacent, c’est à dire l’exploitation du motif des réclamations pour traiter les dysfonctionnements
Dans ce projet, nous avons orienté tous nos travaux sur le pragmatisme et la simplicité :
EN VERSION COMPLÈTE
Découvrir la méthodologie, les outils et les résultats obtenus
Business Cases récents
Filtrer les cas clients par secteur
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Banque et Assurance
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Cas clients
Refondre le processus de traitement des réclamations d’un leader de la banque de détail
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