{"id":195876,"date":"2022-07-11T16:21:37","date_gmt":"2022-07-11T16:21:37","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?post_type=success-story&#038;p=12120"},"modified":"2026-04-03T16:38:26","modified_gmt":"2026-04-03T15:38:26","slug":"luminus","status":"publish","type":"success-story","link":"https:\/\/odigo.com\/fr\/success-story\/luminus\/","title":{"rendered":"Luminus"},"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<p class=\"has-small-font-size\"><\/p>\n\n\n\n<h1 class=\"wp-block-heading\" id=\"block-85273fe5-408e-4381-84f3-b90a4edfa461\">Luminus renforce les capacit\u00e9s de son centre de contacts avec une solution omnicanale<\/h1>\n\n\n\n<p><\/p>\n\n\n\n<figure class=\"wp-block-embed is-provider-youtube wp-block-embed-youtube\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"#luminus energizes its contact center with new omnichannel capacity\" width=\"1200\" height=\"675\" src=\"https:\/\/www.youtube.com\/embed\/zjKr76-QjZI?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                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n    <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<h2 class=\"wp-block-heading\" id=\"h-overview\">Le contexte<\/h2>\n\n\n\n<p>Luminus est le deuxi\u00e8me plus grand fournisseur d\u2019\u00e9nergie en Belgique et fait partie du groupe EDF. En plus d&rsquo;\u00eatre un important producteur d&rsquo;\u00e9lectricit\u00e9 renouvelable, Luminus fournit du gaz et des services \u00e9nerg\u00e9tiques \u00e0 environ 2 millions de particuliers et entreprises, pour une part de march\u00e9 d&rsquo;environ 24 %.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-key-metrics\">Les param\u00e8tres cl\u00e9s<\/h2>\n\n\n\n<p><\/p>\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\"><div data-box=\"0\" class=\"col-md-6\"><div class=\"box box--fat-title box--no-padding\"><h3>10 millions <\/h3><p>d\u2019int\u00e9ractions client par an<\/p><\/div><\/div><div data-box=\"1\" class=\"col-md-6\"><div class=\"box box--fat-title box--no-padding\"><h3>24% <\/h3><p>de part de march\u00e9 commerciale<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n    <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<h2 class=\"wp-block-heading\">Le d\u00e9fi<\/h2>\n\n\n\n<p>Luminus g\u00e8re pr\u00e8s de 10 millions d&rsquo;interactions avec ses clients par an, et les chiffres ne cessent d&rsquo;augmenter. La soci\u00e9t\u00e9 \u00e9tait donc \u00e0 la recherche d&rsquo;une solution flexible et \u00e9volutive permettant de r\u00e9pondre aux demandes actuelles et futures de ses clients. L&rsquo;une des principales conditions pr\u00e9alables \u00e9tait l&rsquo;int\u00e9gration du syst\u00e8me CRM de Salesforce \u00e0 la plateforme de leur centre de contacts. La nouvelle solution devait \u00eatre omnicanale et devait accompagner les clients de mani\u00e8re personnalis\u00e9e et proactive. Elle devait \u00e9galement pouvoir acheminer efficacement les interactions vers plus de 800 conseillers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">La solution<\/h2>\n\n\n\n<p>Odigo fournit une solution de centre de contacts omnicanale taill\u00e9e sur mesure et s&rsquo;int\u00e9grant parfaitement \u00e0 la plateforme Salesforce. Pour Luminus, Salesforce est la pi\u00e8ce ma\u00eetresse de ses efforts en mati\u00e8re de service client. La solution Odigo\u2122 est utilis\u00e9e non seulement par le centre de contacts de la soci\u00e9t\u00e9, mais \u00e9galement par d&rsquo;autres d\u00e9partements.<\/p>\n\n\n\n<p>Les \u00e9quipes de Luminus voient beaucoup de valeur ajout\u00e9e dans les capacit\u00e9s suppl\u00e9mentaires qui n&rsquo;\u00e9taient pas disponibles auparavant. Notamment les solutions d&rsquo;optimisation des effectifs, qui facilitent le suivi et la supervision des performances des conseillers. Les solutions de softphone WebRTC et d&rsquo;enregistrement vocal d&rsquo;Odigo ont \u00e9t\u00e9 particuli\u00e8rement appr\u00e9ci\u00e9es, tout comme d&rsquo;autres fonctionnalit\u00e9s.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Les avantages<\/h2>\n\n\n\n<p><\/p>\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\/07\/2022-01-26_Icons_RGB-28.png\" alt=\"\"\/><\/div><span class=\"box-title\">Une plateforme de centre de contacts \u00e9volutive<\/span><p>La nouvelle solution Odigo\u2122 est int\u00e9gr\u00e9e \u00e0 Salesforce, le syst\u00e8me CRM existant de Luminus. Elle offre \u00e0 Luminus la flexibilit\u00e9 n\u00e9cessaire pour l&rsquo;ajout d&rsquo;utilisateurs et de fonctionnalit\u00e9s, mais aussi pour la gestion de la plateforme afin de r\u00e9agir plus rapidement \u00e0 l&rsquo;\u00e9volution rapide des demandes.<\/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\/2022\/07\/2022-01-26_Icons_RGB-58.png\" alt=\"\"\/><\/div><span class=\"box-title\">Autonomisation d\u2019utilisateurs non sp\u00e9cialis\u00e9s<\/span><p>La plateforme permet au personnel de Luminus, hors service IT, de r\u00e9aliser des ajustements ou modifications maximisant l\u2019utilit\u00e9 de la solution pour les agents et pour les clients.<\/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\/2022\/07\/2021-04_16_Odigo-com-v2_Webpage-icons_bot_4.png\" alt=\"\"\/><\/div><span class=\"box-title\">Rassembler l&rsquo;ensemble du parcours client en un seul endroit<\/span><p>Luminus cherchait \u00e0 optimiser l&rsquo;exp\u00e9rience du client et de ses conseillers. La solution d&rsquo;Odigo rend le travail plus simple pour les conseillers, en centralisant l&rsquo;ensemble du parcours client dans une interface unique et en rassemblant les t\u00e2ches transmises aux conseillers via diff\u00e9rents canaux.<\/p><\/div><\/div><div data-box=\"3\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2022\/07\/2021-04_16_Odigo-com-v2_Webpage-icons_become-a-partner.png\" alt=\"\"\/><\/div><span class=\"box-title\">Recueillir en amont les commentaires du personnel de centre de contacts<\/span><p>Lors d&rsquo;une enqu\u00eate men\u00e9e par Luminus fin 2021, les plus de 800 conseillers ont \u00e9t\u00e9 invit\u00e9s \u00e0 donner leur avis sur la mani\u00e8re dont la nouvelle solution pourrait optimiser leur travail. Luminus a int\u00e9gr\u00e9 ces commentaires dans la mise en place de la solution 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\/2022\/07\/MicrosoftTeams-image-35-1.png\"\n\t\t\t\t\t\t\talt=\"Luminus 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\tLuminus est le deuxi\u00e8me plus grand op\u00e9rateur de services publics en Belgique. C&rsquo;est un important producteur d&rsquo;\u00e9lectricit\u00e9 renouvelable, et pour cause, il est n\u00b01 en \u00e9nergie \u00e9olienne terrestre et en \u00e9nergie hydro\u00e9lectrique en Belgique. La soci\u00e9t\u00e9 fournit de l&rsquo;\u00e9lectricit\u00e9, du gaz et des services \u00e9nerg\u00e9tiques \u00e0 environ 2 millions de clients priv\u00e9s et professionnels.\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.luminus.be>\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\t<div class=\"label\">Scope and features<\/div>\n\t\t\t\t\t\t<div class=\"links links--horizontal\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"scope-item\"><\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"scope-item\"><\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\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\">Utilities<\/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\">Benelux<\/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":12805,"template":"","meta":{"_acf_changed":false,"footnotes":"","reading_time":""},"tags":[],"region":[115],"industry":[181],"topic":[],"class_list":["post-195876","success-story","type-success-story","status-publish","has-post-thumbnail","hentry","region-benelux","industry-utilities"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Luminus | cas clients Odigo<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment Luminus renforce les capacit\u00e9s de son centre de contacts avec une solution omnicanale Odigo.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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