{"id":8475,"date":"2024-12-12T10:08:32","date_gmt":"2024-12-12T10:08:32","guid":{"rendered":"https:\/\/asugoconsulting.com\/portfolio-items\/mise-en-oeuvre-dun-systeme-de-gestion-des-plaintes-caas\/"},"modified":"2026-10-14T14:55:19","modified_gmt":"2026-10-14T14:55:19","slug":"mise-en-oeuvre-dun-systeme-de-gestion-des-plaintes-caas","status":"publish","type":"avada_portfolio","link":"https:\/\/asugoconsulting.com\/fr\/portfolio-items\/mise-en-oeuvre-dun-systeme-de-gestion-des-plaintes-caas\/","title":{"rendered":"Mise en \u0153uvre d\u2019un syst\u00e8me de gestion des plaintes (CaaS)"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-right:0px;--awb-padding-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1310.4px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-blend:overlay;--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-1 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-bottom:25px;--awb-margin-top-small:10px;--awb-margin-right-small:0px;--awb-margin-bottom-small:25px;--awb-margin-left-small:0px;--awb-font-size:29px;\"><h2 class=\"fusion-title-heading title-heading-left\" style=\"margin:0;font-size:1em;\">\u00c0 propos du client<\/h2><\/div><div class=\"fusion-text fusion-text-1 fusion-text-no-margin\" style=\"--awb-margin-bottom:40px;\"><p>Une coalition d\u2019associations de consommateurs op\u00e9rant en Belgique, en Italie, au Portugal, en Espagne et au Br\u00e9sil, d\u00e9fendant activement les droits des consommateurs, promouvant l\u2019\u00e9quit\u00e9 du march\u00e9 et garantissant la s\u00e9curit\u00e9 des consommateurs. L\u2019organisation propose une gamme de services pour aider les consommateurs \u00e0 relever les d\u00e9fis juridiques et commerciaux.<\/p>\n<\/div><div class=\"fusion-title title fusion-title-2 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-bottom:25px;--awb-margin-top-small:10px;--awb-margin-right-small:0px;--awb-margin-bottom-small:25px;--awb-margin-left-small:0px;--awb-font-size:29px;\"><h2 class=\"fusion-title-heading title-heading-left\" style=\"margin:0;font-size:1em;\">D\u00e9fi du client<\/h2><\/div><div class=\"fusion-text fusion-text-2 fusion-text-no-margin\" style=\"--awb-margin-bottom:40px;\"><p>L\u2019organisation souhaitait mieux r\u00e9pondre aux besoins d\u2019assistance juridique des consommateurs et offrir une exp\u00e9rience omnicanale fluide. Cela n\u00e9cessitait l\u2019int\u00e9gration de leur plateforme num\u00e9rique de traitement des plaintes \u00e0 un nouvel outil de gestion de cas bas\u00e9 sur Salesforce. Le projet visait \u00e0 lancer un service complet de r\u00e9solution des plaintes pour accompagner les consommateurs lors de litiges juridiques, tout en permettant la collaboration avec des partenaires externes. Cette initiative devait s\u2019adapter aux exigences sp\u00e9cifiques de chaque pays et renforcer la position de l\u2019organisation face \u00e0 la concurrence croissante des start-ups de technologie juridique, des cabinets d\u2019avocats et des compagnies d\u2019assurance.<\/p>\n<\/div><div class=\"fusion-title title fusion-title-3 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-bottom:25px;--awb-margin-top-small:10px;--awb-margin-right-small:0px;--awb-margin-bottom-small:25px;--awb-margin-left-small:0px;--awb-font-size:29px;\"><h2 class=\"fusion-title-heading title-heading-left\" style=\"margin:0;font-size:1em;\">Solution fournie<\/h2><\/div><div class=\"fusion-text fusion-text-3 fusion-text-no-margin\" style=\"--awb-margin-bottom:40px;\"><div class=\"flex-1 overflow-hidden @container\/thread\">\n<div class=\"h-full\">\n<div class=\"react-scroll-to-bottom--css-fjyrq-79elbk h-full\">\n<div class=\"react-scroll-to-bottom--css-fjyrq-1n7m0yu\">\n<div class=\"flex flex-col text-sm md:pb-9\">\n<article class=\"w-full scroll-mb-&#091;var(--thread-trailing-height,150px)&#093; text-token-text-primary focus-visible:outline-2 focus-visible:outline-offset-&#091;-4px&#093;\" dir=\"auto\" data-testid=\"conversation-turn-31\" data-scroll-anchor=\"true\">\n<div class=\"m-auto text-base py-&#091;18px&#093; px-3 md:px-4 w-full md:px-5 lg:px-4 xl:px-5\">\n<div class=\"mx-auto flex flex-1 gap-4 text-base md:gap-5 lg:gap-6 md:max-w-3xl lg:max-w-&#091;40rem&#093; xl:max-w-&#091;48rem&#093;\">\n<div class=\"group\/conversation-turn relative flex w-full min-w-0 flex-col agent-turn\">\n<div class=\"flex-col gap-1 md:gap-3\">\n<div class=\"flex max-w-full flex-col flex-grow\">\n<div class=\"min-h-8 text-message flex w-full flex-col items-end gap-2 whitespace-normal break-words text-start &#091;.text-message+&amp;&#093;:mt-5\" dir=\"auto\" data-message-author-role=\"assistant\" data-message-id=\"f458c424-0581-423a-97fe-8bc47747f13c\" data-message-model-slug=\"gpt-4o\">\n<div class=\"flex w-full flex-col gap-1 empty:hidden first:pt-&#091;3px&#093;\">\n<div class=\"markdown prose w-full break-words dark:prose-invert light\">\n<p>Nous avons mis en \u0153uvre le \u00ab Complaint as a Service \u00bb (CaaS), un syst\u00e8me de gestion des plaintes enti\u00e8rement int\u00e9gr\u00e9 et accessible aux \u00e9quipes de back-office, aux consommateurs et aux juristes internes. Les clients pouvaient soumettre des plaintes via le site web de l\u2019organisation pour des r\u00e9solutions simplifi\u00e9es. La solution a \u00e9t\u00e9 localis\u00e9e pour chaque pays participant, garantissant qu\u2019elle r\u00e9ponde aux exigences juridiques et op\u00e9rationnelles uniques de la Belgique, de l\u2019Italie, du Portugal et de l\u2019Espagne. La plateforme a permis \u00e0 l\u2019organisation de fournir un accompagnement de bout en bout, du conseil juridique aux interventions devant les tribunaux, les distinguant ainsi sur le march\u00e9 juridique. Cette transformation num\u00e9rique a renforc\u00e9 leur position sur le march\u00e9, am\u00e9lior\u00e9 l\u2019efficacit\u00e9 op\u00e9rationnelle et rehauss\u00e9 l\u2019exp\u00e9rience des consommateurs. Acc\u00e9l\u00e9rateurs <a href=\"https:\/\/asugoconsulting.com\/fr\/\">asUgo<\/a> impliqu\u00e9s : <a href=\"https:\/\/asugoconsulting.com\/fr\/accelerateur-service\/\">Service Accelerator<\/a>    <\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/article>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><div class=\"fusion-title title fusion-title-4 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-bottom:25px;--awb-margin-top-small:10px;--awb-margin-right-small:0px;--awb-margin-bottom-small:25px;--awb-margin-left-small:0px;--awb-font-size:29px;\"><h2 class=\"fusion-title-heading title-heading-left\" style=\"margin:0;font-size:1em;\">Produits impl\u00e9ment\u00e9s<\/h2><\/div><div class=\"fusion-content-boxes content-boxes columns row fusion-columns-1 fusion-columns-total-1 fusion-content-boxes-1 content-boxes-icon-on-side content-left\" style=\"--awb-backgroundcolor:#ffffff;--awb-body-color:var(--awb-color7);--awb-title-color:var(--awb-color7);--awb-iconcolor:#ffffff;--awb-item-margin-top:-10px;--awb-item-margin-bottom:-10px;--awb-hover-accent-color:var(--awb-color7);--awb-circle-hover-accent-color:var(--awb-color7);\" data-animationOffset=\"top-into-view\"><div style=\"--awb-backgroundcolor:#ffffff;--awb-iconcolor:#754de3;--awb-content-padding-left:70px;\" class=\"fusion-column content-box-column content-box-column content-box-column-1 col-lg-12 col-md-12 col-sm-12 fusion-content-box-hover content-box-column-last content-box-column-last-in-row\"><div class=\"col content-box-wrapper content-wrapper-background link-area-link-icon icon-hover-animation-fade\" data-animationOffset=\"top-into-view\"><div class=\"heading heading-with-icon icon-left\"><div aria-hidden=\"true\" class=\"image\"><img decoding=\"async\" class=\"lazyload\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" data-orig-src=\"https:\/\/asugoconsulting.com\/wp-content\/uploads\/2023\/12\/image22.png\" width=\"50\" height=\"50\" alt=\"\" \/><\/div><h2 class=\"content-box-heading\" style=\"--h2_typography-font-size:24px;line-height:29px;padding-left:70px;\">Service Cloud int\u00e9gr\u00e9 au syst\u00e8me de gestion documentaire et \u00e0 la plateforme de messagerie<\/h2><\/div><\/div><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":8476,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"portfolio_category":[219],"portfolio_skills":[186],"portfolio_tags":[190],"class_list":["post-8475","avada_portfolio","type-avada_portfolio","status-publish","format-standard","has-post-thumbnail","hentry","portfolio_category-organisations-a-but-non-lucratif","portfolio_skills-service-cloud","portfolio_tags-accelerateur-service"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Mise en \u0153uvre d\u2019un syst\u00e8me de gestion des plaintes (CAAS) | asUgo<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment asUgo a mis en \u0153uvre un syst\u00e8me de gestion des plaintes (CAAS) pour optimiser 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