{"id":15357,"date":"2020-11-27T07:39:48","date_gmt":"2020-11-27T06:39:48","guid":{"rendered":"https:\/\/www.topdesk.mom\/fr\/?p=15357"},"modified":"2024-07-15T11:53:13","modified_gmt":"2024-07-15T09:53:13","slug":"customer-journey-map","status":"publish","type":"post","link":"https:\/\/www.topdesk.mom\/fr\/blog\/customer-journey-map\/","title":{"rendered":"Quid du premier \u00e9change d\u2019Olivier avec votre service IT ?"},"content":{"rendered":"<p><strong>Envie de vous lancer dans la mod\u00e9lisation du parcours client ? Cet exemple de parcours client illustre exactement ce qui se passe lorsque Olivier demande un ordinateur portable aupr\u00e8s de votre service IT. Parcourez vite la suite pour d\u00e9couvrir comment mod\u00e9liser ce parcours client en toute simplicit\u00e9 et comment aider vos services \u00e0 adopter une approche plus orient\u00e9e client.<\/strong><\/p>\n<p>Olivier vit ses premiers jours au sein de votre entreprise ! Jetons un \u0153il \u00e0 ses premiers contacts avec votre service IT.<\/p>\n<h2>Pr\u00eat ? C\u2019est parti !<\/h2>\n<p>Ah, super ! J\u2019ai d\u00e9croch\u00e9 le job ! Mon contrat ? OK. Mes avantages sociaux ? OK. Mon e-mail de bienvenue ? OK. Le programme d\u2019accueil de ma premi\u00e8re journ\u00e9e ? OK. Mais je n\u2019ai encore re\u00e7u aucune information pratique. Est-ce qu\u2019on va me donner un ordinateur portable ? Ou dois-je amener mon propre mat\u00e9riel ? Je ne sais pas vraiment ce qui m\u2019attend sur place, on n\u2019en a pas vraiment discut\u00e9 lors de mon entretien. Je suppose que l\u2019on r\u00e9glera tout \u00e7a lors de mon premier jour.<br \/>\n<img decoding=\"async\" src=\"https:\/\/blog2.topdesk.mom\/hs-fs\/hubfs\/2_Images\/Inline\/Laptop_journey_phase_1.png?width=669&amp;name=Laptop_journey_phase_1.png\" alt=\"\" \/><\/p>\n<h2>Premi\u00e8res impressions (les plus marquantes)<\/h2>\n<p>\u00c7a y est, c\u2019est mon premier jour dans l\u2019entreprise ! Mon responsable d\u2019\u00e9quipe m\u2019a pr\u00e9sent\u00e9 l\u2019\u00e9quipe et m\u2019a fait faire une petite visite guid\u00e9e du b\u00e2timent. C\u2019est g\u00eanant, j\u2019ai d\u00e9j\u00e0 oubli\u00e9 la moiti\u00e9 des noms des coll\u00e8gues que je viens de rencontrer. C\u2019est le moment de m\u2019installer \u00e0 mon bureau. Oh, je dois aller chercher mon ordinateur portable aupr\u00e8s du service IT. L\u2019entreprise n\u2019est pas vraiment du genre \u00e0 demander \u00e0 ses collaborateurs d\u2019amener leur propre mat\u00e9riel. Euh&#8230; Mais o\u00f9 se trouve le bureau de l\u2019IT, d\u00e9j\u00e0 ? Un vrai labyrinthe, ici. Heureusement que mon responsable d\u2019\u00e9quipe m\u2019accompagne, je ne pense pas que j\u2019aurais retrouv\u00e9 mon chemin seul.<br \/>\n<img decoding=\"async\" src=\"https:\/\/blog2.topdesk.mom\/hs-fs\/hubfs\/2_Images\/Inline\/Laptop_journey_phase_2.png?width=1520&amp;name=Laptop_journey_phase_2.png\" alt=\"\" \/><\/p>\n<h2>Pr\u00eat pour un (faux) d\u00e9part<\/h2>\n<p>OK, je suis de retour \u00e0 mon bureau. J\u2019ai enfin mon ordinateur portable ! Je me sens d\u00e9j\u00e0 plus chez moi. Jacques et Sarah, de l\u2019\u00e9quipe IT, avaient l\u2019air assez sympas. Ils m\u2019ont dit que, logiquement, mon ordinateur portable devait \u00eatre pr\u00eat \u00e0 l\u2019emploi. Arf, il me demande de me connecter. Pas possible avec l\u2019identifiant et le mot de passe qu\u2019ils m\u2019ont donn\u00e9s. OK&#8230; Le verrouillage des majuscules n\u2019est pas activ\u00e9, donc ce n\u2019est pas \u00e7a. Je vais tenter une derni\u00e8re fois.<br \/>\n<img decoding=\"async\" src=\"https:\/\/blog2.topdesk.mom\/hs-fs\/hubfs\/2_Images\/Inline\/Laptop_journey_phase_3.png?width=1520&amp;name=Laptop_journey_phase_3.png\" alt=\"\" \/><\/p>\n<h2>La deuxi\u00e8me est la bonne<\/h2>\n<p>Bon, je me suis senti un peu b\u00eate de retourner au service IT 30 minutes \u00e0 peine apr\u00e8s avoir quitt\u00e9 leur bureau, mais, cette fois, \u00e7a marche ! Visiblement, ils n\u2019avaient pas encore activ\u00e9 mon mot de passe et mon identifiant. Jacques, mon coll\u00e8gue de l\u2019IT, m\u2019a montr\u00e9 comment acc\u00e9der au Portail Utilisateurs. \u00c7a devrait m\u2019\u00e9viter d\u2019y retourner pour rien \u00e0 l\u2019avenir.<\/p>\n<h2>Le savoir, c\u2019est le pouvoir<\/h2>\n<p>Ouah, cela va d\u00e9j\u00e0 faire deux semaines que je suis arriv\u00e9 ! Maintenant que j\u2019ai pris mes marques dans l\u2019entreprise, il est temps de me mettre s\u00e9rieusement au travail. Mais, avant, je dois apprendre comment t\u00e9l\u00e9charger un lecteur PDF. Heureusement, je peux retrouver toutes les informations dont j\u2019ai besoin dans une base de connaissances vraiment bien fournie. Je ne dois pas \u00eatre le premier \u00e0 me poser ce genre de questions !<br \/>\n<img decoding=\"async\" src=\"https:\/\/blog2.topdesk.mom\/hs-fs\/hubfs\/2_Images\/Inline\/Laptop_journey_phase_4.png?width=520&amp;name=Laptop_journey_phase_4.png\" alt=\"\" \/><\/p>\n<h2>Tout est bien qui finit bien<\/h2>\n<p>Cela fait un mois que j\u2019ai int\u00e9gr\u00e9 l\u2019entreprise. Franchement, le temps passe vite quand on s\u2019amuse ! L\u2019IT vient de m\u2019envoyer un e-mail pour me demander si mon ordinateur portable fonctionne toujours correctement et si je n\u2019ai besoin de rien. Sympa !<\/p>\n<h2>La cerise sur le g\u00e2teau<\/h2>\n<p>Les \u00e9changes d\u2019Olivier avec votre d\u00e9partement IT vous fournissent des informations pr\u00e9cieuses sur la mani\u00e8re dont vous pouvez am\u00e9liorer vos services. <a href=\"https:\/\/www.topdesk.mom\/fr\/e-books\/cartographie-du-parcours-client\/\">T\u00e9l\u00e9chargez la mod\u00e9lisation de parcours client ultrasimple<\/a> r\u00e9alis\u00e9e sur la base du parcours client d\u2019Olivier et d\u00e9couvrez vite comment adopter une approche plus orient\u00e9e client.<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Envie de vous lancer dans la mod\u00e9lisation du parcours client ? Cet exemple de parcours client illustre exactement ce qui se passe lorsque Olivier demande un ordinateur portable aupr\u00e8s de votre service IT. Parcourez vite la suite pour d\u00e9couvrir comment mod\u00e9liser ce parcours client en toute simplicit\u00e9 et comment aider vos services \u00e0 adopter une<\/p>\n","protected":false},"author":379,"featured_media":15360,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-15357","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":null,"toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Quid du premier \u00e9change d\u2019Olivier avec votre service IT ?<\/title>\n<meta name=\"description\" content=\"Cet exemple de 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