{"id":95,"date":"2011-03-01T13:14:55","date_gmt":"2011-03-01T12:14:55","guid":{"rendered":"http:\/\/www.solucominsight.fr\/?p=95"},"modified":"2011-08-29T15:12:01","modified_gmt":"2011-08-29T14:12:01","slug":"interview-de-franck-martinez-responsable-relation-client-a-distance-pour-ter","status":"publish","type":"post","link":"https:\/\/www.riskinsight-wavestone.com\/en\/2011\/03\/interview-de-franck-martinez-responsable-relation-client-a-distance-pour-ter\/","title":{"rendered":"Interview de Franck Martinez, Responsable Relation Client \u00e0 distance pour TER (SNCF Proximit\u00e9s)"},"content":{"rendered":"<h2><strong>On connait les canaux \u00e0 distance de SNCF Voyages (voyagesncf.com ou SNCF Direct), mais peut-\u00eatre moins ceux de TER. Quels sont-ils\u00a0?<\/strong><\/h2>\n<p><strong><br \/>\n<\/strong><\/p>\n<p><strong>Franck Martinez<\/strong> : Notre contexte est diff\u00e9rent de celui des Grandes Lignes mais nous partageons l\u2019ambition de mise en \u0153uvre d\u2019une relation avec client adapt\u00e9e et de qualit\u00e9 tout au long du d\u00e9placement. TER n\u00e9gocie des conventions pluriannuelles avec les Conseils R\u00e9gionaux, qui d\u00e9finissent et organisent l\u2019offre de transports r\u00e9gionaux. Nos canaux \u00e0 distance sont donc r\u00e9gionalis\u00e9s afin de r\u00e9pondre au mieux aux diff\u00e9rentes contraintes et attentes locales en termes de services \u00e0 distance. Nous disposons aujourd\u2019hui de 20 CRC qui r\u00e9pondent aux appels et e-mails des voyageurs, d\u2019un portail internet ter-sncf.com, d\u00e9clin\u00e9 en 21 sites r\u00e9gionaux, et d\u2019une offre TER Mobile.<\/p>\n<h2><!--more--><strong>Quels sont les enjeux de ces canaux \u00e0 distance pour TER\u00a0?<\/strong><\/h2>\n<p><strong><br \/>\n<\/strong><\/p>\n<p><strong>FM<\/strong> : Il s\u2019agit concr\u00e8tement de b\u00e2tir et mettre en place une offre de services et de canaux permettant une relation client compl\u00e8te et personnalis\u00e9e tout au long du parcours client : en gare, \u00e0 bord, et \u00e0 distance. D\u2019en ma\u00eetriser les aspects \u00e9conomiques et r\u00e9pondre aux questions d\u2019articulation qui se posent. Nos clients attendent des canaux \u00e0 distance de l\u2019information fiable et temps r\u00e9el sur le trafic, les offres de transport (tarifs, trajets\u2026), et veulent pouvoir acheter leurs titres de transport \u00e0 distance. Ils s\u2019attendent aussi \u00e0 une bonne articulation entre internet, le CRC, le vendeur au guichet ou l\u2019agent de bord pour plus de coh\u00e9rence et une vraie compl\u00e9mentarit\u00e9. Par ailleurs, dans un contexte d\u2019ouverture \u00e0 la concurrence, la qualit\u00e9 de service \u00e0 distance devient un r\u00e9el facteur de diff\u00e9renciation.<\/p>\n<h2><strong>Dans le cadre de vos travaux concernant l\u2019\u00e9volution de votre dispositif multicanal, quels sont vos axes de travail principaux\u00a0?<\/strong><\/h2>\n<p><strong><br \/>\n<\/strong><\/p>\n<p><strong>FM<\/strong> : A court terme, nous avons engag\u00e9 plusieurs chantiers op\u00e9rationnels pour \u00ab\u00a0faire moins cher et mieux\u00a0\u00bb, tout en respectant notre fonctionnement d\u00e9centralis\u00e9. Ces travaux ont notamment concern\u00e9 l\u2019exploitation de notre base clients ainsi que les processus et gestes m\u00e9tiers au sein de nos CRC.  A moyen terme, nous voulons \u00e0 la fois capitaliser sur nos CRC qui offrent une vraie proximit\u00e9 client, et poursuivre la mont\u00e9e en puissance de canaux internet fixe et mobile. Nous sommes actuellement en train de b\u00e2tir notre catalogue de services \u00e0 distance qui doit offrir en cible un parcours client sans rupture (ex.\u00a0: s\u2019informer sur les produits et services TER,\u00a0 acheter et g\u00e9rer son abonnement, s\u2019informer sur un trajet et le trafic, r\u00e9clamer\u2026, en ligne de A \u00e0 Z) et d\u2019en d\u00e9finir les mod\u00e8les \u00e9conomiques.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>On connait les canaux \u00e0 distance de SNCF Voyages (voyagesncf.com ou SNCF Direct), mais peut-\u00eatre moins ceux de TER. Quels sont-ils\u00a0? Franck Martinez : Notre contexte est diff\u00e9rent de celui des Grandes Lignes mais nous partageons l\u2019ambition de mise en&#8230;<\/p>\n","protected":false},"author":463,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"page-templates\/tmpl-one.php","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[32,42],"tags":[129,84],"coauthors":[],"class_list":["post-95","post","type-post","status-publish","format-standard","hentry","category-marketing-relation-client","category-transport","tag-cannaux-a-distance","tag-multicanal-2"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Interview de Franck Martinez, Responsable Relation Client \u00e0 distance pour TER (SNCF Proximit\u00e9s) - RiskInsight<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.riskinsight-wavestone.com\/2011\/03\/interview-de-franck-martinez-responsable-relation-client-a-distance-pour-ter\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Interview de Franck Martinez, Responsable Relation Client \u00e0 distance pour TER (SNCF Proximit\u00e9s) - RiskInsight\" \/>\n<meta property=\"og:description\" content=\"On connait les canaux \u00e0 distance de SNCF Voyages (voyagesncf.com ou SNCF Direct), mais peut-\u00eatre moins ceux de TER. 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