{"id":9340,"date":"2022-09-12T09:32:00","date_gmt":"2022-09-12T13:32:00","guid":{"rendered":"https:\/\/nventive.com\/?p=9340"},"modified":"2025-01-25T02:55:11","modified_gmt":"2025-01-25T07:55:11","slug":"plateformes-libre-service","status":"publish","type":"post","link":"https:\/\/nventive.com\/fr\/articles\/plateformes-libre-service\/","title":{"rendered":"P\u00e9nurie de main d\u2019\u0153uvre\u202f: quel est le r\u00f4le des plateformes libre-service ?\u202f"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"9340\" class=\"elementor elementor-9340\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b04cfd6 e-flex e-con-boxed e-con e-parent\" data-id=\"b04cfd6\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6b7b5490 elementor-widget elementor-widget-text-editor\" data-id=\"6b7b5490\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Ce n\u2019est un secret pour personne\u202f: la p\u00e9nurie de main d\u2019\u0153uvre est l\u2019un des obstacles majeurs des entreprises canadiennes et am\u00e9ricaines dans les derni\u00e8res ann\u00e9es. D\u2019ailleurs, le gouvernement anticipe que d\u2019ici 2030, il y aura 1,4 million de postes \u00e0 pourvoir dans la province. La p\u00e9nurie de main d\u2019\u0153uvre transforme la vie des entreprises\u202fet impacte \u00e0 la fois les employ\u00e9s et les employeurs : charge de travail importante, sentiment d\u2019urgence constant, difficult\u00e9 \u00e0 atteindre les objectifs\u2026\u202f\u202f Pourtant, la p\u00e9nurie de main d\u2019\u0153uvre permet de se questionner sur le r\u00f4le de la transformation num\u00e9rique au sein des entreprises. En effet, la technologie offre des solutions tr\u00e8s efficaces pour r\u00e9pondre aux besoins de main d\u2019\u0153uvre\u202f: les plateformes libre-service.\u202f\u202f<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-778d8ba7 e-flex e-con-boxed e-con e-parent\" data-id=\"778d8ba7\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-13279684 elementor-widget elementor-widget-heading\" data-id=\"13279684\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Que sont les plateformes libre-service ?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-25a63f22 elementor-widget elementor-widget-text-editor\" data-id=\"25a63f22\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Que ce soit \u00e0 destination des consommateurs, des clients d\u2019entreprise ou d\u2019employ\u00e9s, il y a toujours des op\u00e9rations propices au libre-service num\u00e9rique.<\/p><p>Voici quelques exemples pour chaque industrie\u202f:<\/p><ul><li>Business-to-consumer : chatbot, espace client, ouverture de compte, demande de r\u00e9clamations.<\/li><li>Business-to-business\u202f: portail client, gestion de compte, suivi de commande, configurateur de produits, approbation \u00abWorkflow\u202f\u00bb.<\/li><li>Business-to-employee\u202f: auto-formation, planification d\u2019horaire, outil de ventes, outil de service \u00e0 la client\u00e8le.<\/li><\/ul><p>\u00a0<\/p><p>Bien entendu, la liste est longue et chaque besoin a une r\u00e9ponse sur mesure !<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6090c71 e-flex e-con-boxed e-con e-parent\" data-id=\"6090c71\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-73794e7 elementor-widget elementor-widget-heading\" data-id=\"73794e7\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Quelles sont les indices qui indiquent qu\u2019il est pertinent de cr\u00e9er une plateforme libre-service ?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-27fc184 elementor-widget elementor-widget-text-editor\" data-id=\"27fc184\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Bien que chaque situation soit unique, il y a g\u00e9n\u00e9ralement des indices qui montrent qu\u2019il est temps de se lancer dans la cr\u00e9ation d\u2019une plateforme libre-service. Le secret r\u00e9side dans l\u2019\u00e9coute des besoins de chaque partie prenante :<\/p><ul><li><strong>Temps de travail mal r\u00e9parti<\/strong> : si vos employ\u00e9s passent une grande partie de leur temps \u00e0 effectuer les m\u00eames actions, c\u2019est qu\u2019il existe probablement un moyen d\u2019automatiser ces op\u00e9rations. En traduisant les besoins \u00e0 remplir dans une solution num\u00e9rique, les employ\u00e9s peuvent drastiquement r\u00e9duire le temps pass\u00e9 sur une t\u00e2che \u00e0 faible valeur ajout\u00e9e.<\/li><li><strong>Multiplication d\u2019outils et de syst\u00e8mes<\/strong>\u202f: si vous remarquez que diff\u00e9rentes parties prenantes travaillant sur un m\u00eame sujet utilisent chacune diff\u00e9rents syst\u00e8mes, il est le temps de centraliser les informations pour mieux les traiter et les redistribuer. Les \u00e9quipes et l\u2019entreprise en b\u00e9n\u00e9ficieront.<\/li><li><strong>Plainte des utilisateurs<\/strong> : remonter les demandes fr\u00e9quentes des utilisateurs aident \u00e0 comprendre leurs besoins et attentes. Se questionnent-ils souvent sur la mani\u00e8re de mettre \u00e0 jour leur dossier ? Cherchent-ils \u00e0 quel endroit suivre leur commande ? Si oui, il est peut-\u00eatre temps de construire un portail client.<\/li><\/ul><p>\u00a0<\/p><p>Pour mieux comprendre comment implanter des plateformes libre-service au sein de votre entreprise, r\u00e9pondons aux principales questions concernant le d\u00e9veloppement de ces outils.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b7b6f5a e-flex e-con-boxed e-con e-parent\" data-id=\"b7b6f5a\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-11c1de3 elementor-widget elementor-widget-heading\" data-id=\"11c1de3\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Peut-on automatiser des actions complexes ?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2f61d0c elementor-widget elementor-widget-text-editor\" data-id=\"2f61d0c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Peut-on automatiser des actions complexes ?<\/p><p>Les r\u00e8gles d\u2019affaires peuvent tout \u00e0 fait \u00eatre traduites en solutions <a href=\"https:\/\/open.spotify.com\/episode\/0D2Hq7JhRr9jeencz4EKXd?si=VQKvsGnCQl-SmmV1MdjS8Q\"><span style=\"text-decoration: underline;\">num\u00e9riques appliqu\u00e9es<\/span><\/a>.<\/p><p>Bien \u00e9videmment, il faut compter une phase de d\u00e9couverte et de recherche plus dense pour permettre de bien d\u00e9m\u00ealer la complexit\u00e9, pour ensuite \u00e9laborer une architecture de syst\u00e8me, une exp\u00e9rience et une interface utilisateur qui r\u00e9pondent \u00e0 tous les besoins.<\/p><p>Pour le <a href=\"\/fr\/etude-cas\/application-web-sur-mesure-pour-manufacturiers\/\">projet de configurateur de salle de bain de Hadrian<\/a>, il s\u2019agissait de prendre en compte \u00e0 la fois les r\u00e9glementations l\u00e9gislatives et les imp\u00e9ratifs de construction pour pouvoir mettre au point la solution num\u00e9rique. En effectuant des entrevues avec les diff\u00e9rentes parties prenantes, en sch\u00e9matisant l\u2019enti\u00e8ret\u00e9 des cas de figure, nos \u00e9quipes ont ainsi pu cartographier l\u2019exp\u00e9rience utilisateur et proposer une solution intuitive pour les utilisateurs et performante pour le client.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-745fa78 e-flex e-con-boxed e-con e-parent\" data-id=\"745fa78\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-35aed8b elementor-widget elementor-widget-heading\" data-id=\"35aed8b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">De quelle mani\u00e8re les plateformes libre-service compl\u00e8tent le travail des employ\u00e9s ?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-965e117 elementor-widget elementor-widget-text-editor\" data-id=\"965e117\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>\u00c0 l\u2019instar des <a href=\"\/fr\/articles\/portails-clients-B2B-les-principaux-benefices\/\"><span style=\"text-decoration: underline;\">portails clients<\/span><\/a>, les plateformes libre-service permettent aux collaborateurs d\u2019une entreprise de se lib\u00e9rer du temps en \u00e9liminant de leur quotidien des t\u00e2ches r\u00e9p\u00e9titives et \u00e0 faible valeur ajout\u00e9e, pour concentrer leurs efforts sur des sujets \u00e0 forte valeur ajout\u00e9e.<\/p><p>De nombreuses \u00e9quipes b\u00e9n\u00e9ficient des plateformes libre-service\u202f:<\/p><ul><li>Les \u00e9quipes de vente peuvent se concentrer sur l\u2019approfondissement de la relation d\u2019affaires.<\/li><li>Le service \u00e0 la client\u00e8le peut am\u00e9liorer l\u2019exp\u00e9rience client.<\/li><li>Les \u00e9quipes finances peuvent extraire des plateformes libre-service les donn\u00e9es \u00e0 analyser.<\/li><li>Les \u00e9quipes marketing et communication peuvent utiliser les plateformes libre-service comme canal de communication suppl\u00e9mentaire.<\/li><\/ul><p>C\u2019est donc l\u2019ensemble d\u2019une entreprise qui b\u00e9n\u00e9ficie de l\u2019implantation des plateformes libre-service.<\/p><p>Pour l\u2019illustrer, prenons l\u2019exemple du formulaire de compensation cr\u00e9\u00e9 pour Air Canada\u202f: s\u2019il est indispensable pour les passagers et agents de bord aux portes d\u2019embarquement, il est tr\u00e8s utile aux \u00e9quipes d\u2019Air Canada.<\/p><p>En envoyant directement les requ\u00eates \u00e0 leur CRM, les membres du service client acc\u00e8dent directement \u00e0 la totalit\u00e9 des informations n\u00e9cessaires pour traiter chaque cas.<\/p><p>En regroupant toutes les donn\u00e9es dans un seul et m\u00eame outil, les \u00e9quipes finances sont capables de cr\u00e9er des rapports d\u00e9taill\u00e9s afin de r\u00e9orienter leur travail.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ae2817f e-flex e-con-boxed e-con e-parent\" data-id=\"ae2817f\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-71a5df9 elementor-widget elementor-widget-heading\" data-id=\"71a5df9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Est-ce qu\u2019un utilisateur appr\u00e9cie de se servir soi-m\u00eame ?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ca1db34 elementor-widget elementor-widget-text-editor\" data-id=\"ca1db34\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Face \u00e0 la mise en place des plateformes libre-service, l\u2019une des craintes principales d\u2019une entreprise est d\u2019impacter n\u00e9gativement l\u2019exp\u00e9rience utilisateur.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4b5645e3 e-con-full e-flex e-con e-parent\" data-id=\"4b5645e3\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-59a9a5f6 elementor-widget elementor-widget-testimonial\" data-id=\"59a9a5f6\" data-element_type=\"widget\" data-widget_type=\"testimonial.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-testimonial-wrapper\">\n\t\t\t\t\t\t\t<div class=\"elementor-testimonial-content\">\u00abOn voit maintenant des exp\u00e9riences en libre-service dans tous les secteurs d'activit\u00e9s.\u00bb<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-testimonial-meta\">\n\t\t\t\t<div class=\"elementor-testimonial-meta-inner\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-testimonial-details\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-testimonial-name\">David Alexandre Hamel<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-testimonial-job\">VP Strat\u00e9gie, CX & design<\/div>\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<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-998e152 e-flex e-con-boxed e-con e-parent\" data-id=\"998e152\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3353cb6 elementor-widget elementor-widget-text-editor\" data-id=\"3353cb6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Mais la r\u00e9alit\u00e9 est tout autre\u202f: dans une soci\u00e9t\u00e9 compos\u00e9e de consommateurs autonomes dans leurs quotidiens gr\u00e2ce aux plateformes libre-service d\u00e9j\u00e0 existantes, les attentes pour retrouver ces services \u00e0 chaque point de contact sont importantes.<\/p><p>Plus d\u2019ind\u00e9pendance, d\u2019autonomie, d\u2019accessibilit\u00e9, de gain de temps\u2026 Ce sont parmi tant d\u2019autres les avantages fournis par les plateformes libre-service num\u00e9riques.<\/p><p>Plusieurs entreprises ont adopt\u00e9 des approches uniquement bas\u00e9es sur des exp\u00e9riences en libre-service depuis maintenant quelques ann\u00e9es. D&rsquo;ailleurs, en 2017, les auteurs de l&rsquo;article <a href=\"https:\/\/hbr.org\/2017\/01\/kick-ass-customer-service\"><span style=\"text-decoration: underline;\">Kick-Ass Customer Service Consumers want results\u2014not sympathy<\/span><\/a> publi\u00e9 dans le Harvard Business Review stipulait d\u00e9j\u00e0 que 81% des clients cherchaient \u00e0 r\u00e9soudre leur situation par eux-m\u00eames avant de contacter un repr\u00e9sentant.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d1b50b3 e-flex e-con-boxed e-con e-parent\" data-id=\"d1b50b3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6c21822 elementor-widget elementor-widget-heading\" data-id=\"6c21822\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Pour conclure, comment savoir si votre entreprise est pr\u00eate \u00e0 d\u00e9velopper une plateforme libre-service ?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e6e3a52 elementor-widget elementor-widget-text-editor\" data-id=\"e6e3a52\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Il existe trois facteurs cl\u00e9s \u00e0 combiner pour cr\u00e9er une plateforme libre-service efficace et utile \u00e0 tous.<\/p><ul><li><strong>Op\u00e9rations r\u00e9p\u00e9titives<\/strong> : vos \u00e9quipes passent beaucoup de temps \u00e0 r\u00e9p\u00e9ter les m\u00eames actions, c\u2019est qu\u2019il existe une opportunit\u00e9 d\u2019automatisation.<\/li><li><strong>Volumes de demande<\/strong>\u202f: les op\u00e9rations r\u00e9p\u00e9titives concernent un nombre important de traitement d\u2019informations.<\/li><li><strong>Logique d\u2019affaires<\/strong> : vous \u00eates capables de r\u00e9pondre \u00e0 la plupart des cas de figure avec une solution associ\u00e9e.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c878b46 e-con-full e-flex e-con e-parent\" data-id=\"c878b46\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d58c2c7 elementor-widget elementor-widget-template\" data-id=\"d58c2c7\" data-element_type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"12184\" class=\"elementor elementor-12184\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-40d5957e e-flex e-con-boxed e-con e-parent\" data-id=\"40d5957e\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-1b78efbf e-con-full e-flex e-con e-child\" data-id=\"1b78efbf\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7e14a4ef elementor-widget elementor-widget-heading\" data-id=\"7e14a4ef\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Articles en vedette<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2902db16 elementor-widget elementor-widget-nv-button\" data-id=\"2902db16\" data-element_type=\"widget\" data-widget_type=\"nv-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n                <a\n            class=\"nv-button  nv-button--style--desktop--outline-icon 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