{"id":16092,"date":"2023-06-19T15:55:05","date_gmt":"2023-06-19T15:55:05","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?post_type=success-story&#038;p=16092"},"modified":"2026-04-03T16:14:00","modified_gmt":"2026-04-03T15:14:00","slug":"la-francaise-des-jeux-fdj","status":"publish","type":"success-story","link":"https:\/\/odigo.com\/fr\/success-story\/la-francaise-des-jeux-fdj\/","title":{"rendered":"La Fran\u00e7aise des Jeux (FDJ)"},"content":{"rendered":"    <section\n        class=\"  section article-body success-story-article-body article-white \">\n\n                <div class=\"container\">\n            <div class=\"row\">\n\n                <div class=\"col-12 article-text\">\n                    \n\n<h1 class=\"wp-block-heading\" id=\"h-pmu-and-odigo-a-solid-partnership-that-owes-nothing-to-chance\">La Fran\u00e7aise des Jeux (FDJ) r\u00e9pond aux besoins de ses diff\u00e9rents centres d\u2019appel gr\u00e2ce \u00e0 la solution Odigo\u2122<\/h1>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"La Fran\u00e7aise des Jeux r\u00e9pond aux besoins de ses diff\u00e9rents centres d\u2019appel gr\u00e2ce \u00e0 la solution Odigo\" width=\"1200\" height=\"675\" src=\"https:\/\/www.youtube.com\/embed\/NXNxfXJkCx0?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-overview\">Le contexte<\/h2>\n\n\n\n<p>La Fran\u00e7aise des Jeux (FDJ) est le premier acteur Fran\u00e7ais des jeux d&rsquo;argent et de hasard et le deuxi\u00e8me au niveau europ\u00e9en. Le groupe FDJ, s\u2019adresse \u00e0 plus de vingt-cinq millions de joueurs et compte le premier r\u00e9seau de distribution en France avec pr\u00e8s de 30 000 points de vente (bar-tabac-presse, pour la plupart), dans plus de 11 000 communes.<\/p>\n\n\n\n<p>La relation client au sein de la FDJ s&rsquo;organise autour de trois centres d&rsquo;appels historiques :<\/p>\n\n\n\n<p>\u25cf Le Centre de Contact Service Client (CCSC), un service d\u00e9di\u00e9 aux joueurs et aux gagnants.<\/p>\n\n\n\n<p>\u25cf Le Centre de Contacts du R\u00e9seau de Vente (CCRV) d\u00e9di\u00e9 aux commer\u00e7ants partenaires en point de vente<\/p>\n\n\n\n<p>\u25cf Le Centre pour la Surveillance des Jeux (SDJ) d\u00e9di\u00e9 au contr\u00f4le des jeux et \u00e0 la lutte anti-fraude.<\/p>\n\n\n\n<p>\u00c0 cela, il faut aussi ajouter une quarantaine de centres en r\u00e9gion repr\u00e9sent\u00e9s par les antennes commerciales r\u00e9parties sur le territoire, par zone g\u00e9ographique.<\/p>\n\n\n\n<p>Depuis 2018, Odigo est le partenaire de la FDJ pour am\u00e9liorer la gestion de sa relation client.<\/p>\n\n\n\n<p>Vincent Imbeaud, Responsable support technique du Centre de Contacts du R\u00e9seau de Vente, FDJ, nous en parle dans cette vid\u00e9o.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Chiffres cl\u00e9s<\/h2>\n\n\n\n<p>\u25cf Enqu\u00eate de satisfaction post appel : entre 95 % et 100 % de satisfaction \u2013 20% des clients r\u00e9pondent.<\/p>\n\n\n\n<p>\u25cf TPC (taux de prise en charge) : plus de 90 % des appels sont r\u00e9pondus.<\/p>\n\n\n\n<p>\u25cf TMA (temps moyen d\u2019attente) : 70 % des appels r\u00e9pondus en moins de 30 secondes.<\/p>\n\n\n\n<p>\u25cf Taux de r\u00e9solution : 75 % des appels sont r\u00e9solus en ligne.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Le challenge<\/h2>\n\n\n\n<p>Le groupe la Fran\u00e7aise des Jeux recherchait une solution lui permettant de s\u2019affranchir de la gestion de l\u2019outil t\u00e9l\u00e9phonique, pour se recentrer sur son c\u0153ur de m\u00e9tier, la relation client.<\/p>\n\n\n\n<p>Les enjeux \u00e9taient de rationaliser les diff\u00e9rents outils et processus utilis\u00e9s au sein d&rsquo;une m\u00eame solution, tout en prenant en compte les sp\u00e9cificit\u00e9s de chaque centre d\u2019appel.<\/p>\n\n\n\n<p>Pour l\u2019accompagner dans sa volont\u00e9 d\u2019apporter un service client sans cesse am\u00e9lior\u00e9, d\u2019optimiser l&rsquo;occupation des conseillers et d\u2019ouverture sur de nouveaux canaux digitaux, le groupe souhaitait collaborer avec un partenaire disposant d\u2019une solution CCaaS.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">La solution<\/h2>\n\n\n\n<p>La solution Odigo\u2122 a r\u00e9pondu \u00e0 100 % des besoins du groupe FDJ et de ses centres d&rsquo;appels. Elle a apport\u00e9 la gestion du canal voix, un routage intelligent des flux, des outils de self-service, la gestion en automatique des demandes de rappel, l&rsquo;identification des clients grands gagnants, la possibilit\u00e9 de t\u00e9l\u00e9travailler et la mise en place d\u2019une enqu\u00eate de satisfaction client.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Les avantages<\/h2>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n\n<section class=\"section section--grid-images undefined\" class=\"wp-block-odigo-blocks-three-col-grid-with-image\"><div class=\"container\"><div class=\"row\"><div><div class=\"row row-boxes\"><div data-box=\"0\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2022\/12\/2022-12-01_Campaigns_009-GL-Triple-A-2022_LP_Icons_AS-03.png\" alt=\"\"\/><\/div><span class=\"box-title\">La souplesse de param\u00e9trage<\/span><p>La solution Odigo\u2122 permet de s\u2019adapter en permanence aux besoins des clients gr\u00e2ce \u00e0 la modification en temps r\u00e9el les r\u00e8gles de routage. Le param\u00e9trage est \u00e0 la main du m\u00e9tier qui peut instantan\u00e9ment et tr\u00e8s simplement, modifier les profils d\u2019agents et le param\u00e8trage des flux. L\u2019entraide entre plateaux est facilit\u00e9e et les effets sont imm\u00e9diats.<\/p><\/div><\/div><div data-box=\"1\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-04_16_Odigo-com-v2_Webpage-icons_bot_2.png\" alt=\"\"\/><\/div><span class=\"box-title\">L\u2019esprit de partenariat<\/span><p>L\u2019esprit des partenariats des interlocuteurs Odigo qui sont force de conseil.<\/p><\/div><\/div><div data-box=\"2\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-04_16_Odigo-com-v2_Webpage-icons_bot_1.png\" alt=\"\"\/><\/div><span class=\"box-title\">Une solution omnicanale<\/span><p>L\u2019objectif de la Fran\u00e7aise des Jeux est de maintenir un haut niveau de satisfaction client, en anticipant les besoins et en faisant sans cesse \u00e9voluer les outils. Pour r\u00e9pondre le plus rapidement possible aux demandes et les adresser au conseiller le plus comp\u00e9tent, l\u2019unification de l\u2019ensemble des int\u00e9ractions voix, chat et mail sont en cours au sein de la console omnicanale Odigo\u2122.<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\t<section class=\"section section--company-info\">\n\t\t<div class=\"container\">\n\t\t\t<h2 class=\"wp-block-heading\">\n\t\t\t\t\u00c0 propos de l&#039;entreprise\t\t\t<\/h2>\n\t\t\t<div class=\"row\">\n\t\t\t\t<div class=\"row company-info-top\">\n\t\t\t\t\t<div class=\"col-md-3\">\n\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2023\/06\/FDJ-white-background.jpg\"\n\t\t\t\t\t\t\talt=\"La Fran\u00e7aise des Jeux (FDJ) logo\" \/>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-9 company-info-main\">\n\t\t\t\t\t\tLe groupe FDJ est le premier op\u00e9rateur de jeux d\u2019argent en France, le deuxi\u00e8me au niveau europ\u00e9en et le quatri\u00e8me au niveau mondial. Op\u00e9rateur en monopole des jeux de loterie et de paris sportifs en points de vente en France, le Groupe g\u00e8re \u00e9galement des activit\u00e9s ouvertes \u00e0 la concurrence \u2013 principalement les paris sportifs en ligne. La Fran\u00e7aise des Jeux compte plus de vingt-cinq millions de joueurs, soit environ un Fran\u00e7ais majeur sur deux, auxquels elle propose une offre ludique et grand public, sans cesse renouvel\u00e9e et enti\u00e8rement responsable, de plus de quatre-vingt-cinq jeux.\n\t\t\t\t\t\t<div class=\"company-info-link\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"regular-link\" href=http:\/\/www.fdj.fr>\n\t\t\t\t\t\t\t\t\tCompany website link\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-3 company-info-side\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"label\">Industry: <\/div>\n\t\t\t\t\t\t\t<div class=\"value\">M\u00e9dias et divertissement<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"label\">Markets: <\/div>\n\t\t\t\t\t\t\t<div class=\"value\">France<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/section>\n\t","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":16094,"template":"","meta":{"_acf_changed":false,"footnotes":"","reading_time":"5"},"tags":[],"region":[137],"industry":[222],"topic":[],"class_list":["post-16092","success-story","type-success-story","status-publish","has-post-thumbnail","hentry","region-france","industry-medias-et-divertissement"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>FDJ relation client<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment la solution Odigo\u2122 a r\u00e9pondu \u00e0 100 % des besoins du groupe FDJ et de ses centres d&#039;appels.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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