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SFR : une entreprise à "upgrader" !

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SFR : une entreprise à "upgrader" ! Témoignage vécu d'une cliente SFR, entre le 29 mai et le 22 juillet 2015. Echanges entre @SFR_SAV et @reseau_france sur Twitter.

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SFR : une entreprise à "upgrader" !

  1. 1. Le service clients de SFR (Numéricable) Histoire vécue par une internaute française 29 mai – 22 juillet 2015
  2. 2. Depuis le 29 mai, SFR me confond avec une autre de leur cliente … Chez SFR, suite à une mauvaise saisie d'un numéro de téléphone au cours d'une commande BOX FIBRE par une cliente, je reçois tous les SMS … destinés à cette dame depuis le 29 mai 2015. Dont le dernier, le 21 juillet qui m'indique que le matériel me sera facturé ! 222/07/15 Transformation DIGITALE ?
  3. 3. SFR, c'est le 22 à Asnières ! Malgré mes différents appels téléphoniques chez SFR (service Box Adsl, Box Fibre, Service technique, service commercial …), mes tentatives de réponses à leurs SMS, la confusion règne encore. 22/07/15 Transformation DIGITALE ? 3
  4. 4. Une seule parade : Twitter • Alors, ce 21 juillet, je décide d'utiliser une arme plus efficace pour me faire comprendre : Twitter. • Voici, en images, les quelques échanges entre @SFR_SAV et moi-même, @reseau_france. 422/07/15 Transformation DIGITALE ?
  5. 5. 1ers échanges (publics) sur Twitter 522/07/15 Transformation DIGITALE ?
  6. 6. 2èmes échanges (publics) twitter 622/07/15 Transformation DIGITALE ?
  7. 7. La suite en message privé (DM) 722/07/15 Transformation DIGITALE ?
  8. 8. suite messages privés sur Twitter 822/07/15 Transformation DIGITALE ?
  9. 9. Messages privés du 22 juillet 15 922/07/15 Transformation DIGITALE ?
  10. 10. La fin des échanges privés (22/7) 1022/07/15 Transformation DIGITALE ?
  11. 11. En guise de conclusion … • En 2015, les services clients ou consuméristes ont encore de beaux jours devant eux pour améliorer la qualité de leurs réponses… • Cela veut dire, in fine, que le développement informatique d'une entreprise – de grande taille - est tellement "verrouillé" qu'il lui est impossible de modifier un simple numéro de téléphone, dans sa base de données clients. 1122/07/15 Transformation DIGITALE ?
  12. 12. • Personnellement, cela me laisse "rêveuse" dans le meilleur des cas et "sans voix", voire en colère dans l'autre cas … Car, malheureusement, ce n'est pas le premier "incident" avec SFR … • Et vous ? Des témoignages analogues ? Ces slides sont mis en ligne dans mon slideshare et mon blog fondation-communication.com 1222/07/15 Transformation DIGITALE ?
  13. 13. Pour que cela se sache … ping @60millions @ecrans @axellelemaire @LeHuffPost et mes réseaux sociaux. Je conseille la lecture de ce dossier publié par les Echos. Transformation : mettre de l'agilité dans son organisation 1322/07/15 Transformation DIGITALE ?

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