L’optimisation de la Relation Client d’un Géant de la Presse

Comment CMI a atteintn une Satisfaction Client de 4,6/5 tout en divisant par 2 les coûts de production ?

CMI & Logos, une collaboration sur l’ensemble de la Relation Client avec des résultats probants grâce à un accompagnement 360° sur :

Audit et transformation des Services Clients
Migration du Centre de Contact
Formation des agents du CRC
Veille sur l’e-réputation grâce à la Modération des Contenus en ligne
Télémarketing, …

Le secret de la réussite d’une collaboration, c’est la confiance. Vous découvrirez comment les équipes de CMI et Logos travaillent de concert et quels sont les fruits de cet accompagnement à 360°.

Nous partageons dans cette étude de 13 pages, l’historique de notre accompagnement et comment l’expertise métier de Logos a permis à CMI d’accélérer la mise en place de projets de Relation Client d’envergure.

Une Qualité de Service de 96%
Un FCR (Résolution au Premier Contact) de 88%
Une Satisfaction Client de 4,6/5
Un Net Promoter Score de 72,3
Un ROI Service Client élevé grâce à des agents formés à la Vente

Télécharger l'étude de cas

Cookie	Type	Durée	Description
viewed_cookie_policy	1	1 year	The cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.
__cfduid	1	1 month	The cookie is used by cdn services like CloudFare to identify individual clients behind a shared IP address and apply security settings on a per-client basis. It does not correspond to any user ID in the web application and does not store any personally identifiable information.
__hssrc	1	session	This cookie is set by Hubspot. According to their documentation, whenever HubSpot changes the session cookie, this cookie is also set to determine if the visitor has restarted their browser. If this cookie does not exist when HubSpot manages cookies, it is considered a new session.

Cookie	Type	Durée	Description
AnalyticsSyncHistory	0	1 month	No description
cookielawinfo-checkbox-non-necessaire	1	1 year	No description
UserMatchHistory	1	1 month	Linkedin - Used to track visitors on multiple websites, in order to present relevant advertisement based on the visitor's preferences.
wpSGCacheBypass	1	past	No description

Cookie	Type	Durée	Description
bscookie	1	2 years	This cookie is a browser ID cookie set by Linked share Buttons and ad tags.
Facebook	1	2 years	Le pixel Facebook est un outil d'analyse qui permet de suivre les interactions des internautes sur le site.
gadsrm	1	2 years	This cookie is used for Google Ads remarketing.
test_cookie	1	15 minutes	This cookie is set by doubleclick.net. The purpose of the cookie is to determine if the users' browser supports cookies.

Cookie	Type	Durée	Description
hubspotutk	1	1 year 24 days	This cookie is used by HubSpot to keep track of the visitors to the website. This cookie is passed to Hubspot on form submission and used when deduplicating contacts.
LinkedIn Insight Tag		540 days	La balise LinkedIn Insight Tag permettra au site de comprendre le profil et le comportement d'utilisateur.
_gcl_au	1	2 years	This cookie is used by Google Analytics to understand user interaction with the website.
_gcl_ga4	1	2 years	This cookie is used by Google Analytics 4 to understand user interaction with the website.
__hstc	1	1 year 24 days	This cookie is set by Hubspot and is used for tracking visitors. It contains the domain, utk, initial timestamp (first visit), last timestamp (last visit), current timestamp (this visit), and session number (increments for each subsequent session).

Cookie	Type	Durée	Description
bcookie	1	2 years	This cookie is set by linkedIn. The purpose of the cookie is to enable LinkedIn functionalities on the page.
lang	1	session	This cookie is used to store the language preferences of a user to serve up content in that stored language the next time user visit the website.
lidc	1	1 day	This cookie is set by LinkedIn and used for routing.
__hssc	1	30 minutes	This cookie is set by HubSpot. The purpose of the cookie is to keep track of sessions. This is used to determine if HubSpot should increment the session number and timestamps in the __hstc cookie. It contains the domain, viewCount (increments each pageView in a session), and session start timestamp.