{"id":22237,"date":"2022-08-02T09:31:35","date_gmt":"2022-08-02T09:31:35","guid":{"rendered":"https:\/\/expleo.com\/global\/fr\/?post_type=case-studies&p=22237"},"modified":"2024-02-02T09:34:16","modified_gmt":"2024-02-02T09:34:16","slug":"service-apres-vente-automobile","status":"publish","type":"case-studies","link":"https:\/\/expleo.com\/global\/fr\/cas-clients\/service-apres-vente-automobile\/","title":{"rendered":"Un partenaire de test de confiance pour le service apr\u00e8s-vente num\u00e9rique"},"content":{"rendered":"\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"key-facts-after-sales-fr\"\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Pour les clients d\u2019Expleo, un fabricant automobile mondial, le service apr\u00e8s-vente est devenu une vaste op\u00e9ration et une source de revenus strat\u00e9gique, avec des dizaines de milliers de concessionnaires et des millions de transactions chaque ann\u00e9e. Compte tenu de l\u2019importance de l\u2019efficacit\u00e9 des ventes en mati\u00e8re de satisfaction clients, ce service a \u00e9galement une grande influence sur la valeur de la marque.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\nLe d\u00e9fi: cibler la qualit\u00e9 et le client <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Au cours des dix derni\u00e8res ann\u00e9es, l\u2019\u00e9quipementier a d\u00e9cid\u00e9 de regrouper l\u2019ensemble de son activit\u00e9 apr\u00e8s-vente au m\u00eame endroit, afin de garantir l\u2019efficacit\u00e9 et la normalisation pour les r\u00e9parations, les manuels, les garanties, la planification de versions, le suivi des pi\u00e8ces, etc. Ce changement a requis un syst\u00e8me de gestion solide permettant de centraliser l\u2019ensemble de ses marques \u00e0 travers le monde.<\/p>

D\u2019un point de vue organisationnel, cela impliquait de consolider les applications num\u00e9riques au sein d’un syst\u00e8me unique visant \u00e0 r\u00e9duire le risque de duplication et la perte potentielle de productivit\u00e9. Comte tenu des interd\u00e9pendances au sein d\u2019une si grande entreprise, la gestion r\u00e9ussie de service apr\u00e8s-vente au niveau central a op\u00e9r\u00e9 une r\u00e9elle transformation en augmentant la g\u00e9n\u00e9ration de revenus ces derni\u00e8res ann\u00e9es. Expleo a recrut\u00e9 du personnel pour tester et g\u00e9rer la qualit\u00e9 effective de ce syst\u00e8me num\u00e9rique centralis\u00e9.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Une mentalit\u00e9 du changement fond\u00e9e sur la confiance <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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L’ann\u00e9e prochaine, Expleo f\u00eatera ses 10 ans en tant que partenaire principal de test et d\u2019assurance qualit\u00e9 pour le service apr\u00e8s-vente num\u00e9rique de l\u2019\u00e9quipementier. Dans le monde entier, notre \u00e9quipe compos\u00e9e de 70 employ\u00e9s remplit deux r\u00f4les\u202f: le test classique des processus, des services et de la technologie comme validation finale de la qualit\u00e9, et des consultations proactives en mati\u00e8re de qualit\u00e9 au d\u00e9but du cycle de vie de la production afin de toujours veiller \u00e0 une qualit\u00e9 optimale. Gr\u00e2ce \u00e0 l\u2019automatisation des tests et aux tests de performance, Expleo augmente davantage la qualit\u00e9 de d\u00e9veloppement des logiciels, en s’assurant que les syst\u00e8mes sont stables et fiables.<\/p>

La long\u00e9vit\u00e9 d\u2019Expleo dans ce domaine s’appuie enti\u00e8rement sur le respect dont ses employ\u00e9s font preuve pour leurs homologues. L’\u00e9quipe comprend et parle la m\u00eame langue que les clients, en proposant une exp\u00e9rience et des connaissances pr\u00e9cieuses concernant les nombreuses interd\u00e9pendances du service apr\u00e8s-vente. Expleo a \u00e9tabli des relations \u00e9troites et harmonieuses avec les clients et leur large r\u00e9seau d’intervenants.<\/p>

Cette grande confiance est extr\u00eamement importante pour l\u2019\u00e9quipe, qui consid\u00e8re que son r\u00f4le est plus qu’un simple travail\u202f; c\u2019est une mission quotidienne visant \u00e0 pr\u00e9server la qualit\u00e9 de l\u2019ensemble du service apr\u00e8s-vente de l\u2019\u00e9quipementier.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Solution<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Les membres d’\u00e9quipe remplissent diff\u00e9rentes fonctions\u202f: gestionnaires de tests, architectes de test, ing\u00e9nieurs des exigences, testeurs de performance, ing\u00e9nieurs d\u2019automatisation de tests\u202f; ces fonctions sont cumul\u00e9es pour s\u2019assurer que les syst\u00e8mes sont fiables et performants avant leur lancement.

Expleo est \u00e9galement tr\u00e8s fi\u00e8re de son ind\u00e9pendance. Le fait d\u2019\u00eatre \u00e9loign\u00e9 de l\u2019entreprise permet \u00e0 l\u2019\u00e9quipe de se remettre en question en tant que contr\u00f4leur de la qualit\u00e9, ce qui est tr\u00e8s appr\u00e9ci\u00e9 par les clients. Bien au-del\u00e0 des tests, les experts d\u2019Expleo peuvent aussi tirer parti de leurs connaissances pour influencer et acc\u00e9l\u00e9rer les projets importants. Par cons\u00e9quent, la communication est une comp\u00e9tence critique, car les conseils peuvent exiger la mise en \u0153uvre d\u2019un r\u00e9am\u00e9nagement important.

Expleo a affin\u00e9 une approche bas\u00e9e sur la maturit\u00e9 permettant aux clients de d\u00e9finir, de suivre et d\u2019optimiser les processus, en surveillant la maturit\u00e9 de syst\u00e8mes d\u00e9pendants au d\u00e9but de la p\u00e9riode de test et en proposant des conseils pour les domaines \u00e0 am\u00e9liorer au cours de la phase de d\u00e9veloppement. Comme l\u2019objectif est d’am\u00e9liorer la maturit\u00e9 lors de toutes les phases, seuls de petits d\u00e9tails doivent \u00eatre r\u00e9gl\u00e9s lors de la phase d’int\u00e9gration finale.<\/p>

Envisager l\u2019avenir de la mobilit\u00e9 \u00e9lectrique

<\/strong>Expleo continue \u00e0 surveiller de pr\u00e8s la qualit\u00e9 dans le domaine de la production. L’\u00e9quipe a contribu\u00e9 \u00e0 cr\u00e9er une architecture complexe d’interd\u00e9pendances dans un syst\u00e8me qui fonctionne vraiment, et qui fournit un excellent service apr\u00e8s-vente \u00e0 des millions de conducteurs. Tout cela pendant une p\u00e9riode d\u2019\u00e9volution technologique extr\u00eame.

Les dix prochaines ann\u00e9es seront tout aussi stimulantes pour les clients en positionnant l\u2019activit\u00e9 apr\u00e8s-vente afin de relever les d\u00e9fis \u00e0 venir de la num\u00e9risation et de la mobilit\u00e9 \u00e9lectrique. En g\u00e9n\u00e9ral, les v\u00e9hicules \u00e9lectriques r\u00e9duisent les co\u00fbts de maintenance de 20 \u00e0 30\u202f% par rapport aux v\u00e9hicules traditionnels\u202f; par cons\u00e9quent, l\u2019\u00e9quipementier a pour objectif d’accro\u00eetre la fid\u00e9lit\u00e9 des clients gr\u00e2ce aux services num\u00e9riques. Expleo est pr\u00eate \u00e0 pr\u00e9server le niveau de qualit\u00e9 \u00e0 chaque \u00e9tape. \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<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Pour les clients d\u2019Expleo, un fabricant automobile mondial, le service apr\u00e8s-vente est devenu une vaste op\u00e9ration et une source de revenus strat\u00e9gique, avec des dizaines de milliers de concessionnaires et des millions de transactions chaque ann\u00e9e. Compte tenu de l\u2019importance de l\u2019efficacit\u00e9 des ventes en mati\u00e8re de satisfaction clients, ce service a \u00e9galement une grande […]<\/p>\n","protected":false},"featured_media":22319,"template":"","meta":{"_oasis_is_in_workflow":0,"_oasis_original":0,"_oasis_task_priority":"2normal","_angie_page":false,"service-grey-banner":"false","service-grey-banner-link":"","footnotes":""},"case-study-single-templates":[],"topic":[124,125],"industry-taxonomy":[24],"country":[116],"service":[266,210,190,69,191,212,192,209,188],"class_list":["post-22237","case-studies","type-case-studies","status-publish","has-post-thumbnail","hentry","topic-quality-assurance-and-software-development","topic-transformation-numerique","industry-taxonomy-automobile","country-global","service-digitalisation-des-processus-metiers","service-groupe-demarrage-industriel","service-production-and-supply-chain","service-qa-qe-des-logiciels-alimentes-par-lia","service-qualite-and-tests","service-controle-des-logiciels-et-maintenance","service-support-client-et-maintenance","service-support-client-ingenierie-apres-vente","service-transformation-digitale"],"yoast_head":"\nExpleo | Un partenaire de test pour un service apr\u00e8s-vente<\/title>\n<meta name=\"description\" content=\"Expleo est un partenaire principal de test et d\u2019assurance qualit\u00e9 pour le service apr\u00e8s-vente num\u00e9rique de l\u2019\u00e9quipementier. 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