{"id":14532,"date":"2023-03-14T15:52:03","date_gmt":"2023-03-14T15:52:03","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?post_type=use-case&#038;p=14532"},"modified":"2026-03-28T00:35:24","modified_gmt":"2026-03-27T23:35:24","slug":"d3-data-driven-decision-dodigo","status":"publish","type":"use-case","link":"https:\/\/odigo.com\/fr\/use-case\/d3-data-driven-decision-dodigo\/","title":{"rendered":"D3\u00a0: Data Driven Decision d&rsquo;Odigo"},"content":{"rendered":"<section class=\"intro-badges\">\n\t      <div class=\"container\">\n\t        <div class=\"row\">\n\t          <div class=\"col-lg-8\">\n\t            <div class=\"subtitle1\"><\/div>\n\t          <\/div>\n\t          <div class=\"col-lg-4\">\n\t            <img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2023\/02\/2023-02-21_Website_GL-Blogs_56-Gamification-2_Main-image_600x400px_final.jpg\" alt=\"D3\u00a0: Data Driven Decision d&#039;Odigo\u00a0\" \/>\n\t          <\/div>\n\t        <\/div>\n\t      <\/div>\n\t    <\/section>\n    \n\n    <section\n        class=\"  section article-body use-case-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-the-overview\">Le contexte<\/h2>\n\n\n\n<p>Une compagnie d&rsquo;assurances qui re\u00e7oit un grand nombre d&rsquo;appels constate que beaucoup d&rsquo;entre eux sont transf\u00e9r\u00e9s entre les conseillers. Pour comprendre les raisons de ces transferts, il est n\u00e9cessaire de conna\u00eetre les d\u00e9tails et le contexte, notamment les types d&rsquo;appels qui sont transf\u00e9r\u00e9s et les conseillers qui les r\u00e9alisent.&nbsp;<\/p>\n\n\n\n<section class=\"wp-block-odigo-blocks-process-vertical undefined section\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-8 offset-md-2\"><div class=\"process--vertical\"><\/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>L&rsquo;entreprise souhaite comprendre les causes de ce taux de transfert \u00e9lev\u00e9 et prendre des mesures cibl\u00e9es pour le r\u00e9duire en vue d&rsquo;am\u00e9liorer la satisfaction client et de diminuer le co\u00fbt du service.&nbsp;<\/p>\n\n\n\n<p>Pour fournir une solution efficace et durable, les entreprises ont besoin :&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Des d\u00e9tails du transfert (quand, o\u00f9, qui, pourquoi),<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>D&rsquo;indicateurs cl\u00e9s de performance pour la prise de d\u00e9cision,<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>De moyens de suivre l&rsquo;efficacit\u00e9 de leurs actions.<\/li>\n<\/ul>\n\n\n\n<section class=\"wp-block-odigo-blocks-process-vertical undefined section\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-8 offset-md-2\"><div class=\"process--vertical\"><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-solution\">La solution<\/h2>\n\n\n\n<p>Gr\u00e2ce \u00e0 la solution&nbsp;D<sup>3<\/sup>&nbsp;d&rsquo;Odigo, la compagnie d&rsquo;assurance est en mesure de suivre les indicateurs cl\u00e9s tels que le volume d&rsquo;appels, le taux de transfert, la satisfaction client, la performance des conseillers et les raisons des transferts.&nbsp;<\/p>\n\n\n    <section class=\"section section--article-banner\">\n        <div class=\"article-banner article-banner-bg-navy\">\n            <div class=\"article-banner-content\">\n                <div class=\"article-banner-image\">\n                    <img decoding=\"async\" class=\"article-banner-image-top\" src=\"\" alt=\"\"\/>\n                    <img decoding=\"async\" src=\"\" alt=\"\"\/>\n                <\/div>\n                <div class=\"article-banner-inner\">\n                    <div class=\"article-banner-text\">D\u00e9couvrez notre brochure d\u00e9di\u00e9e \u00e0 notre offre de service de Data Visualisation, D3 : Data Driven Decision<\/div>\n                    <a class=\"link-icon\" href=\"https:\/\/www.odigo.com\/fr-fr\/blog-et-ressources\/ressource\/d3-data-driven-decision\/\" target=\"_blank\">T\u00e9l\u00e9charger la brochure<\/a>\n                <\/div>\n            <\/div>\n            <a class=\"link-icon article-banner-link-bottom\" href=\"https:\/\/www.odigo.com\/fr-fr\/blog-et-ressources\/ressource\/d3-data-driven-decision\/\" target=\"_blank\">T\u00e9l\u00e9charger la brochure<\/a>\n        <\/div>\n    <\/section>\n    \n\n\n<p>Avec D<sup>3<\/sup>, l\u2019entreprise peut suivre pr\u00e9cis\u00e9ment les interactions t\u00e9l\u00e9phoniques, ce qui permet d&rsquo;identifier rapidement les tendances et les habitudes. Elle constate rapidement que le taux de transfert est \u00e9lev\u00e9 \u00e0 certaines heures de la journ\u00e9e, pour certains types d&rsquo;appels et aupr\u00e8s de certains conseillers.&nbsp;<\/p>\n\n\n\n<p>En analysant les donn\u00e9es, il appara\u00eet clairement que ces appels sont souvent li\u00e9s \u00e0 des produits ou services sp\u00e9cifiques et qu&rsquo;ils sont principalement transf\u00e9r\u00e9s par des conseillers qui ne ma\u00eetrisent pas ces domaines. La matrice de transfert offre une vue graphique tr\u00e8s utile des sources et des destinations des appels transf\u00e9r\u00e9s. Cette analyse aide l&rsquo;entreprise \u00e0 \u00e9valuer la l\u00e9gitimit\u00e9 de ces comportements.&nbsp;<\/p>\n\n\n\n<p>Gr\u00e2ce aux donn\u00e9es pertinentes fournies par le tableau de bord, la compagnie d&rsquo;assurance peut prendre des mesures pour traiter les diff\u00e9rents types de transferts. Par exemple, elle peut organiser des formations suppl\u00e9mentaires pour les conseillers concernant des produits ou services sp\u00e9cifiques qui sont \u00e0 l&rsquo;origine des transferts d\u2019appels. Elle peut \u00e9galement optimiser son parcours client pour r\u00e9duire le nombre de transferts li\u00e9s \u00e0 la qualification du besoin. Gr\u00e2ce aux tableaux de bord interactifs de D<sup>3<\/sup>, l&rsquo;entreprise est capable de suivre l&rsquo;\u00e9volution des r\u00e9sultats suite aux actions men\u00e9es. La prise de d\u00e9cisions bas\u00e9es sur l\u2019analyse des donn\u00e9es permet d\u2019optimiser l\u2019exp\u00e9rience client et de r\u00e9duire le co\u00fbt du service.&nbsp;<\/p>\n\n\n\n<p><\/p>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n    <section\n        class=\"  section article-body use-case-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-the-benefits\">Les avantages <strong>de D<sup>3<\/sup><\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Les capacit\u00e9s de visualisation et d&rsquo;analyse d\u00e9taill\u00e9es vous permettent d&rsquo;agir \u00e0 partir de tendances et de donn\u00e9es pr\u00e9cises.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Le suivi temporel des indicateurs cl\u00e9s de performance vous donne la possibilit\u00e9 de suivre l&rsquo;impact des actions dans le temps pour garantir l&rsquo;am\u00e9lioration.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Un suivi efficace qui vous fait gagner du temps.&nbsp;<\/li>\n<\/ul>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    ","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":196717,"template":"","meta":{"_acf_changed":false,"footnotes":"","reading_time":""},"tags":[39],"industry":[],"topic":[],"class_list":["post-14532","use-case","type-use-case","status-publish","has-post-thumbnail","hentry","tag-agent-console"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>D\u00e9couvrez l\u2019\u00e9tude de cas sur la solution D3 : Data Driven Decision<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez dans cette \u00e9tude de cas comment les 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