{"id":195875,"date":"2021-04-01T14:22:28","date_gmt":"2021-04-01T14:22:28","guid":{"rendered":"https:\/\/odigo.wp-stage.macs.capgemini.com\/?post_type=success-story&#038;p=794"},"modified":"2026-03-25T00:50:39","modified_gmt":"2026-03-24T23:50:39","slug":"chronopost","status":"publish","type":"success-story","link":"https:\/\/odigo.com\/fr\/success-story\/chronopost\/","title":{"rendered":"Chronopost"},"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-chronopost-increases-its-reliability-and-agility-by-working-in-optimal-ergonomic-conditions\">Chronopost optimise l\u2019ergonomie de son environnement de travail pour plus de fiabilit\u00e9 et d\u2019agilit\u00e9<\/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 title=\"Chronopost - Am\u00e9liorer l&#039;ergonomie des agents et la qualit\u00e9 de service avec Odigo\" width=\"1200\" height=\"675\" src=\"https:\/\/www.youtube.com\/embed\/bj8iN0P3zoE?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>Chronopost, un leader fran\u00e7ais de la livraison express, s\u2019est tourn\u00e9 vers Odigo pour une solution de Contact Center as a Service (CCaaS) afin de garantir \u00e0 ses clients un service de qualit\u00e9. Gr\u00e2ce \u00e0 sa solution Odigo<sup>TM<\/sup>, Chronopost a optimis\u00e9 les conditions de travail des conseillers pour plus de fiabilit\u00e9 et d\u2019agilit\u00e9. En outre, Chronopost a am\u00e9lior\u00e9 sa qualit\u00e9 de service et rendu sa gestion plus efficace.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-key-metrics\">Les param\u00e8tres cl\u00e9s<\/h2>\n\n\n\n<section class=\"section\" class=\"wp-block-odigo-blocks-two-col-transparent-boxes\"><div class=\"\"><div class=\"row\"><div class=\"col-12\"><div class=\"row row-boxes left\"><div data-box=\"0\" class=\"col-md-6\"><div class=\"box box--fat-title box--no-padding\"><h3>13,000<\/h3><p>appels trait\u00e9s quotidiennement.<br><\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-challenge\">Le challenge<\/h2>\n\n\n\n<p>En 2015, Chronopost a jug\u00e9 qu\u2019il \u00e9tait temps de r\u00e9organiser le syst\u00e8me de t\u00e9l\u00e9phonie de ses trois centres de contacts fran\u00e7ais. L\u2019objectif \u00e9tait de faciliter le travail des conseillers gr\u00e2ce \u00e0 une vision \u00e0 360\u00b0 du client pour optimiser la productivit\u00e9 et assurer une plus grande coh\u00e9rence dans les r\u00e9ponses apport\u00e9es aux clients.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-solution\">La solution<\/h2>\n\n\n\n<p>Chronopost a lanc\u00e9 un appel d\u2019offres dans le but d\u2019obtenir un outil d\u2019int\u00e9gration t\u00e9l\u00e9phonie-informatique (CTI) fiable et agile. Il \u00e9tait essentiel que cette solution soit propos\u00e9e par un partenaire innovant et proactif, engag\u00e9 dans une relation \u00e0 long terme.<\/p>\n\n\n\n<p>Les recherches de la soci\u00e9t\u00e9 ont abouti \u00e0 la solution Odigo<sup>TM<\/sup>. D\u00e9sormais, un client peut contacter Chronopost sur n\u2019importe quel canal et l\u2019historique de ses interactions personnelles ainsi que ses coordonn\u00e9es sont automatiquement r\u00e9cup\u00e9r\u00e9s et pr\u00e9sent\u00e9s \u00e0 un conseiller, ce qui permet de r\u00e9soudre les probl\u00e8mes de mani\u00e8re fluide et efficace.<\/p>\n\n\n\n<p>Les conseillers appr\u00e9cient beaucoup cette nouvelle solution, qui a \u00e9t\u00e9 bien accueillie par les syndicats. Le fait d\u2019avoir remplac\u00e9 les t\u00e9l\u00e9phones par des micros-casques d\u00e9sencombre les bureaux des conseillers et leur permet de se concentrer pleinement sur le service client.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-benefits\">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 row-boxes center\"><div data-box=\"0\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-03-10_Odigo_Webpage_Icons_104x104px_Opt1_v1_Draft_MP_Voice-11.png\" alt=\"\"\/><\/div><span class=\"box-title\">Continuit\u00e9 de service<\/span><p>La solution est capable de g\u00e9rer les erreurs d\u2019ex\u00e9cution et les saisies erron\u00e9es, pour un service client sans interruption.<\/p><\/div><\/div><div data-box=\"1\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-03-10_Odigo_Webpage_Icons_104x104px_Opt1_v1_Draft_MP_Voice-12.png\" alt=\"\"\/><\/div><span class=\"box-title\">Partenaire de confiance<\/span><p>Les \u00e9quipes d\u2019Odigo sont capables de r\u00e9soudre le plus rapidement possible les probl\u00e8mes de Chronopost, ce qui fait toute la diff\u00e9rence.<\/p><\/div><\/div><div data-box=\"2\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-03-12_Odigo_Webpage_Icons_104x104px_Opt1_v1_Draft_DS-Voice_03.png\" alt=\"\"\/><\/div><span class=\"box-title\">Int\u00e9gration t\u00e9l\u00e9phonie-informatique (CTI) efficace<\/span><p>La technologie CTI d\u00e9ploy\u00e9e fournit aux conseillers toutes les informations dont ils ont besoin pour mieux g\u00e9rer des volumes accrus d\u2019appels entrants.<\/p><\/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\/2021\/06\/chronopost-logo.png\"\n\t\t\t\t\t\t\talt=\"Chronopost 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\t<span style=\"font-weight: 400;\">Leader fran\u00e7ais de la livraison express, Chronopost est au service de ses clients dans 230 pays \u00e0 travers le monde. Gr\u00e2ce \u00e0 ses 3 800 collaborateurs, Chronopost a livr\u00e9 plus de 170,7 millions de colis en 2018.<\/span>\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=https:\/\/www.chronopost.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\">Logistique<\/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\">Europe de l\u2019Ouest<\/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":"<p>Chronopost optimise l\u2019ergonomie de ses conditions de travail pour plus de fiabilit\u00e9 et d\u2019agilit\u00e9<\/p>\n","protected":false},"author":1,"featured_media":1004604,"template":"","meta":{"_acf_changed":false,"footnotes":"","reading_time":""},"tags":[53],"region":[213],"industry":[221],"topic":[],"class_list":["post-195875","success-story","type-success-story","status-publish","has-post-thumbnail","hentry","tag-clients-quote","region-europe-de-louest","industry-logistique"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>T\u00e9moignage de Chronopost sur la solution Odigo<\/title>\n<meta name=\"description\" content=\"Gr\u00e2ce \u00e0 la solution Odigo, Chronopost optimise l\u2019ergonomie de son environnement de travail pour plus de fiabilit\u00e9 et d\u2019agilit\u00e9. 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