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Etude de cas : comment le groupe Lacroix Sofrel améliore son écoute client avec Microsoft Flow

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ceci est un cas réel décrit lors de notre session MS experiences 2017 au Palais des Congrès à paris

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Etude de cas : comment le groupe Lacroix Sofrel améliore son écoute client avec Microsoft Flow

  1. 1. experiences.microsoft.fr #experiences17
  2. 2. Serge Luca • 11 x SharePoint MVP • SharePoint since 2002 • Architecte (Admin, Dev, gouvernance) • Managing partner of www.shareql.com • A travaillé pour l’équipe workflow chez Microsoft US • Blog: http://sergeluca.wordpress.com/ • sergeluca@shareql.com • @sergeluca
  3. 3. • Consultante Office 365 & SharePoint Chez Orange Application For Business • MVP Office Servers and Services • Pseller Office 365 chez Microsoft • Membre de L'AOS community • Blog: http://sharepointsabrine.wordpres s.com/ • Sabrine.chouk@orange.com • @ChoukSabrine Sabrine CHOUK
  4. 4. Olivier Saquet • Directeur d’Exploitation LACROIX Sofrel • Pilote des projets transversaux de digitalisation • Démarche processus • o.saquet@lacroix-sofrel.com
  5. 5. #experiences17  Introduction à Microsoft Flow  Contexte et démarche du projet  Démonstration  Retour sur experience & Conclusions
  6. 6. #experiences17 Introduction à Microsoft Flow
  7. 7. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  8. 8. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel Plus de pouvoir aux utilisateurs avancés Connection à travers toutes les applications y compris on prem Peut-être étendus par développeurs si nécessaires App Services Service Fabric Azure Functions … Logic Apps API Management BizTalk … SQL Server BI Data analytics Internet of Things (IoT) … Rapidement bâtir des applications mobiles ou non mobiles
  9. 9. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel Compte Microsoft(free) ou Office 365 ou Dynamics 365 or Flow (paid) ou PowerApps ( ou gratuit new PowerApps Community Plan) Flow.microsoft.com Powerapps.microsoft.com Une liste/Doc lib SharePoint moderne Mobile app (iOS and Android, Windows Mobile)
  10. 10. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  11. 11. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  12. 12. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  13. 13. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel  Moteur : Azure Logic Apps  Mais la connection vers l’on Premises est aisée
  14. 14. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  15. 15. #experiences17 Contexte et démarche du projet
  16. 16. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  17. 17. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel Deux secteurs aux enjeux globaux et en recherche de solutions Comment alimenter la réflexion autour de l’offre de demain ? Des briques technologiques en pleine évolution et des réponses à construire
  18. 18. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel  Produits historiquement bien adaptés aux marchés  Décisions centralisées et simples à prendre  Richesse et diversité des retours : commerciaux, avant-vente, après-vente  Profondeur de la connaissance de nos marchés, contacts clients réguliers Points Forts  Système opaque, manque de suivi,  Manque de vision globale des retours et leur prise en compte  Diversité des canaux pour faire passer un message  Retours éventuellement déformés et réinterprétés Points Faibles  Clarification du process, des rôles et des modes opératoires  Centralisation de l’info, lieu unique de partage et de suivi  Adoption d’un outil simple, vivant et léger à utiliser Propositions d’amélioration
  19. 19. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel Centré sur l’utilisateur Itérative Démarche projet Participative
  20. 20. #experiences17 Démonstration
  21. 21. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel Persona CONTRIBUTEUR Persona ANALYSEUR Les contributeurs au contact direct du client : commerciaux, Service technique, Avant Vente, SAV, Chef de Produit ou de Marché,… Les analyseurs (Chefs de Marché). Ils s’appuient sur les informations collectées par les contributeurs pour étayer leurs analyses et propositions.
  22. 22. Un processus simplePersona CONTRIBUTEUR Persona ANALYSEUR Recherche Existe ? Pré-analyseReformulation Création de la demande Enrichissement Décision ? Validation ? Oui LANCEMENT DEV Escalade COMITE PRODUIT 3 3
  23. 23. James cherche l'informationPersona CONTRIBUTEUR Persona ANALYSEUR Recherche
  24. 24. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  25. 25. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel cherche un réponse à la question du client
  26. 26. Persona CONTRIBUTEUR Persona ANALYSEUR Recherche Existe ? Création de la demande Enrichissement Un processus simple
  27. 27. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  28. 28. Persona CONTRIBUTEUR Persona ANALYSEUR Recherche Existe ? Création de la demande Enrichissement Un processus simple
  29. 29. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  30. 30. Persona CONTRIBUTEUR Persona ANALYSEUR Recherche Existe ? Reformulation Création de la demande Enrichissement Un processus simple
  31. 31. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  32. 32. Persona CONTRIBUTEUR Persona ANALYSEUR Recherche Existe ? Reformulation Création de la demande Enrichissement Validation ? 3 Un processus simple
  33. 33. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  34. 34. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  35. 35. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  36. 36. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  37. 37. Persona CONTRIBUTEUR Persona ANALYSEUR Recherche Existe ? Pré-analyseReformulation Création de la demande Enrichissement Validation ? 3 Un processus simple
  38. 38. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  39. 39. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  40. 40. Persona CONTRIBUTEUR Persona ANALYSEUR Recherche Existe ? Pré-analyseReformulation Création de la demande Enrichissement Décision ? Validation ? LANCEMENT DEV Escalade COMITE PRODUIT 3 3 Un processus simple
  41. 41. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  42. 42. Persona CONTRIBUTEUR Persona ANALYSEUR Recherche Existe ? Pré-analyseReformulation Création de la demande Enrichissement Décision ? Validation ? LANCEMENT DEV Escalade COMITE PRODUIT 3 3 Un processus simple
  43. 43. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  44. 44. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  45. 45. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  46. 46. Persona CONTRIBUTEUR Persona ANALYSEUR Recherche Existe ? Pré-analyseReformulation Création de la demande Enrichissement Décision ? Validation ? LANCEMENT DEV Escalade COMITE PRODUIT 3 3 Un processus simple
  47. 47. #experiences17 Retour sur experience & conclusions
  48. 48. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  49. 49. Microsoft experiences’17#experiences17Flow-LACROIX Sofrel
  50. 50. #experiences17 Doublez votre chance en répondant aussi au questionnaire de satisfaction globale ! * Le règlement est disponible sur demande au commissariat général de l’exposition. Image non-contractuelle Notez cette session sur experiences17.microsoft.fr Et tentez de gagner une Surface Pro

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