{"id":683,"date":"2019-07-24T11:29:16","date_gmt":"2019-07-24T09:29:16","guid":{"rendered":"http:\/\/blog.topsolid.fr\/?p=683"},"modified":"2021-08-04T16:26:24","modified_gmt":"2021-08-04T14:26:24","slug":"accompagnement-topsolid","status":"publish","type":"post","link":"https:\/\/blog.topsolid.com\/fr\/accompagnement-topsolid\/","title":{"rendered":"Interview : TOPSOLID, un accompagnement client qui fait la diff\u00e9rence"},"content":{"rendered":"

[et_pb_section fb_built=\u00a0\u00bb1″ _builder_version=\u00a0\u00bb3.22″ custom_padding=\u00a0\u00bb0|0px|54px|0px|false|false\u00a0\u00bb][et_pb_row _builder_version=\u00a0\u00bb3.25″ custom_padding=\u00a0\u00bb0|0px|0|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4″ _builder_version=\u00a0\u00bb3.25″ custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4″]Nous avons interview\u00e9 Denis de Magneval, Directeur de l\u2019Agence Atlantique TopSolid bas\u00e9e \u00e0 Nantes. Il nous \u00e9claire sur les modalit\u00e9s et l\u2019importance majeure de l\u2019accompagnement offert aux clients pour une utilisation optimale des solutions TopSolid.<\/em>
\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.25″ custom_padding=\u00a0\u00bb35px|0px|0|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4″ _builder_version=\u00a0\u00bb3.25″ custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4″]<\/p>\n

Comment les nouveaux clients TopSolid sont-ils accompagn\u00e9s au d\u00e9marrage ? <\/strong><\/h2>\n

Denis de Magneval, TopSolid\u00a0:<\/em><\/strong><\/h2>\n

 <\/p>\n

\u00ab\u00a0On dit ce qu\u2019on fait, on \u00e9crit ce qu\u2019on a dit, et on fait ce qu\u2019on a \u00e9crit.\u00a0\u00bb C\u2019est ce que je r\u00e9p\u00e8te r\u00e9guli\u00e8rement \u00e0 mes \u00e9quipes, car c\u2019est notre vision de la relation clients. Pas d\u2019ambiguit\u00e9, pas de mauvaise surprise, des engagements tenus. L\u2019enjeu\u00a0: la s\u00e9curisation du client au moment de se familiariser avec les outils, pour une prise en main rapide et une utilisation optimale.<\/p>\n

Cela passe dans un premier temps par la formalisation des engagements contractuels. Par \u00e9crit, les modalit\u00e9s de l\u2019accompagnement sont claires, et pr\u00e9cises. Ensuite, nos \u00e9quipes se tiennent \u00e0 disposition pour mettre en \u0153uvre, a minima<\/em>, ces engagements contractuels.<\/p>\n

 <\/p>\n

<\/h3>\n

D\u00e9ploiement<\/h3>\n

La phase de d\u00e9ploiement constitue la phase la plus importante, simplement parce que c\u2019est \u00e0 partir de l\u00e0 que je conforte la d\u00e9cision du client qui a choisi de travailler avec TopSolid. L\u2019organisation et la communication sont les enjeux majeurs au cours de cette phase de d\u00e9marrage. A cet effet notamment, un email de d\u00e9ploiement, avec retroplanning, est transmis au client directement apr\u00e8s la signature. Il dispose ainsi d\u2019une vision claire et synth\u00e9tique du planning de travail des mois \u00e0 venir.<\/p>\n

Alors qu\u2019en phase d\u2019avant-vente seuls le commercial et le d\u00e9monstrateur interviennent, de nouveaux interlocuteurs proactifs \u2013 assistante commerciale, responsable technique\u2026 \u2013 entrent en jeu pour orchestrer le d\u00e9ploiement de mani\u00e8re infaillible. Accueil et formation des stagiaires, livraison des outils et installation des licences\u2026 toutes les \u00e9tapes sont planifi\u00e9es en amont avec le concours du client.<\/p>\n

<\/h3>\n

 <\/p>\n

Journ\u00e9es m\u00e9thodologiques<\/h3>\n

Ce sont les journ\u00e9es m\u00e9thodologiques qui sonnent l\u2019heure du d\u00e9marrage op\u00e9rationnel. On pr\u00e9voit au minimum une visite par mois, sur la dur\u00e9e n\u00e9cessaire, au cours de laquelle un interlocuteur TopSolid accompagne \u00e0 la prise en main des outils et r\u00e9pond aux \u00e9quipes du client pour assurer leur formation dans les meilleures conditions. Nous avons constat\u00e9 que cette fr\u00e9quence suffit au bon d\u00e9ploiement des solutions, m\u00eame chez un nouveau client. Et lorsque l\u2019accompagnement semble superflu, cette visite mensuelle permet tout de m\u00eame de rassurer l\u2019utilisateur.<\/p>\n

En moyenne, on compte 3 mois \u00e0 1 an \u2013 variable selon la taille de l\u2019entreprise et du nombre d\u2019utilisateurs \u00e0 former \u2013 pour parfaitement achever le d\u00e9ploiement. L\u2019intensit\u00e9 de la formation diminue de mani\u00e8re exponentielle.<\/p>\n

\u00a0<\/span><\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.25″ background_color=\u00a0\u00bb#D0001D\u00a0\u00bb custom_padding=\u00a0\u00bb11px|0px|12px|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4″ _builder_version=\u00a0\u00bb3.25″ custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4″]<\/p>\n

La gamme de solutions CAO, FAO, ERP TopSolid<\/strong><\/span><\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.25″ module_alignment=\u00a0\u00bbcenter\u00a0\u00bb custom_margin=\u00a0\u00bb||\u00a0\u00bb column_structure=\u00a0\u00bb1_5,1_5,1_5,1_5,1_5″][et_pb_column type=\u00a0\u00bb1_5″ _builder_version=\u00a0\u00bb3.25″ custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_image src=\u00a0\u00bbhttps:\/\/blog.topsolid.fr\/wp-content\/uploads\/2019\/03\/TSCam-1.png\u00a0\u00bb url=\u00a0\u00bbhttps:\/\/www.topsolid.fr\/produits\/topsolidcam.htm\u00a0\u00bb url_new_window=\u00a0\u00bbon\u00a0\u00bb align=\u00a0\u00bbcenter\u00a0\u00bb align_tablet=\u00a0\u00bbcenter\u00a0\u00bb align_last_edited=\u00a0\u00bbon|desktop\u00a0\u00bb _builder_version=\u00a0\u00bb3.23″ border_radii=\u00a0\u00bbon|15px|15px|15px|15px\u00a0\u00bb border_color_all=\u00a0\u00bb#d0001d\u00a0\u00bb border_style_all=\u00a0\u00bbinset\u00a0\u00bb box_shadow_style=\u00a0\u00bbpreset6″ box_shadow_horizontal=\u00a0\u00bb1px\u00a0\u00bb][\/et_pb_image][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_5″ _builder_version=\u00a0\u00bb3.25″ custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_image src=\u00a0\u00bbhttps:\/\/blog.topsolid.fr\/wp-content\/uploads\/2019\/03\/TSDesign-1.png\u00a0\u00bb url=\u00a0\u00bbhttps:\/\/www.topsolid.fr\/produits\/topsoliddesign.htm\u00a0\u00bb url_new_window=\u00a0\u00bbon\u00a0\u00bb align=\u00a0\u00bbcenter\u00a0\u00bb align_tablet=\u00a0\u00bbcenter\u00a0\u00bb align_last_edited=\u00a0\u00bbon|desktop\u00a0\u00bb _builder_version=\u00a0\u00bb3.23″ border_radii=\u00a0\u00bbon|15px|15px|15px|15px\u00a0\u00bb border_color_all=\u00a0\u00bb#d0001d\u00a0\u00bb box_shadow_style=\u00a0\u00bbpreset6″ box_shadow_horizontal=\u00a0\u00bb1px\u00a0\u00bb][\/et_pb_image][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_5″ _builder_version=\u00a0\u00bb3.25″ custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_image src=\u00a0\u00bbhttps:\/\/blog.topsolid.fr\/wp-content\/uploads\/2019\/03\/TSSheetmetal-1.png\u00a0\u00bb url=\u00a0\u00bbhttps:\/\/www.topsolid.fr\/produits\/topsolidsheetmetal.htm\u00a0\u00bb url_new_window=\u00a0\u00bbon\u00a0\u00bb align=\u00a0\u00bbcenter\u00a0\u00bb align_tablet=\u00a0\u00bbcenter\u00a0\u00bb align_last_edited=\u00a0\u00bbon|desktop\u00a0\u00bb _builder_version=\u00a0\u00bb3.23″ border_radii=\u00a0\u00bbon|15px|15px|15px|15px\u00a0\u00bb border_color_all=\u00a0\u00bb#d0001d\u00a0\u00bb box_shadow_style=\u00a0\u00bbpreset6″][\/et_pb_image][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_5″ _builder_version=\u00a0\u00bb3.25″ custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_image src=\u00a0\u00bbhttps:\/\/blog.topsolid.fr\/wp-content\/uploads\/2019\/03\/TSWood-1.png\u00a0\u00bb url=\u00a0\u00bbhttps:\/\/www.topsolid.fr\/produits\/topsolidwood.htm\u00a0\u00bb url_new_window=\u00a0\u00bbon\u00a0\u00bb align=\u00a0\u00bbcenter\u00a0\u00bb align_tablet=\u00a0\u00bbcenter\u00a0\u00bb align_last_edited=\u00a0\u00bbon|desktop\u00a0\u00bb _builder_version=\u00a0\u00bb3.23″ border_radii=\u00a0\u00bbon|15px|15px|15px|15px\u00a0\u00bb border_color_all=\u00a0\u00bb#d0001d\u00a0\u00bb box_shadow_style=\u00a0\u00bbpreset6″ box_shadow_horizontal=\u00a0\u00bb1px\u00a0\u00bb][\/et_pb_image][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_5″ _builder_version=\u00a0\u00bb3.25″ custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_image src=\u00a0\u00bbhttps:\/\/blog.topsolid.fr\/wp-content\/uploads\/2019\/03\/TSErp-1.png\u00a0\u00bb url=\u00a0\u00bbhttps:\/\/www.topsolid.fr\/produits\/topsoliderp.htm\u00a0\u00bb url_new_window=\u00a0\u00bbon\u00a0\u00bb align=\u00a0\u00bbcenter\u00a0\u00bb align_tablet=\u00a0\u00bbcenter\u00a0\u00bb align_last_edited=\u00a0\u00bbon|desktop\u00a0\u00bb _builder_version=\u00a0\u00bb3.23″ border_radii=\u00a0\u00bbon|15px|15px|15px|15px\u00a0\u00bb border_color_all=\u00a0\u00bb#d0001d\u00a0\u00bb box_shadow_style=\u00a0\u00bbpreset6″][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.25″ custom_padding=\u00a0\u00bb35px|0px|39px|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4″ _builder_version=\u00a0\u00bb3.25″ custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4″]<\/p>\n

Comment les \u00e9quipes TopSolid accompagnent-elles les clients sur la dur\u00e9e\u00a0? <\/strong><\/h2>\n

Denis de Magneval, TopSolid\u00a0:<\/em><\/strong><\/h2>\n

 <\/p>\n

Une fois les \u00e9quipes form\u00e9es, et l\u2019int\u00e9gralit\u00e9 des processus parfaitement pris en main, TopSolid continue d\u2019offrir un accompagnement, sur le long terme. 2 supports \u00e0 cet effet\u00a0: la hotline et le commercial de proximit\u00e9.<\/p>\n

 <\/p>\n

La hotline pour une disponibilit\u00e9 et une r\u00e9activit\u00e9 optimales<\/h3>\n

2 services hotline accompagnent le client sur toute la dur\u00e9e d\u2019utilisation des logiciels. Le 1er<\/sup> service est d\u00e9di\u00e9 \u00e0 la conception, le 2nd<\/sup> \u00e0 la fabrication. Cette sp\u00e9cialisation am\u00e9liore les d\u00e9lais de traitement et permet d\u2019offrir des r\u00e9ponses d\u2019autant plus pr\u00e9cises \u2013 et qualitatives \u2013 aux probl\u00e9matiques du client, le cas \u00e9ch\u00e9ant.<\/p>\n

    \n
  • La hotline est la r\u00e9ponse imm\u00e9diate \u00e0 une demande client ponctuelle. Diffcilut\u00e9 technique, besoin en formation, probl\u00e8me \u00e0 l\u2019utilisation\u2026 l\u2019entreprise b\u00e9n\u00e9ficie de l\u2019excellente r\u00e9activit\u00e9 des \u00e9quipes hotline TopSolid.<\/li>\n
  • La hotline est \u00e9galement l\u2019occasion de faire remonter des remarques clients. Une nouvelle fonctionnalit\u00e9 dont l\u2019entreprise aurait besoin, par exemple. Ce faisant, l\u2019accompagnement permet aussi d\u2019am\u00e9liorer constamment les solutions logicielles.<\/li>\n
  • En cas de dysfonctionnement, le 1er<\/sup> interlocuteur de l\u2019utilisateur est encore une fois la hotline.<\/li>\n<\/ul>\n

    La hotline synth\u00e9tise les besoins clients et redescend l\u2019information aux agences. Cette communication au sein des \u00e9quipes TopSolid est un \u00e9l\u00e9ment essentiel de la relation client, pour enrichir les journ\u00e9es m\u00e9thodologiques et cerner les besoins de formation suppl\u00e9mentaires, le cas \u00e9ch\u00e9ant.<\/p>\n

     <\/p>\n

    Une relation de proximit\u00e9 par le biais des 5 agences Topsolid<\/h3>\n

    Au-del\u00e0 de la fonction purement support assur\u00e9e par la hotline, l\u2019accompagnement passe par une vraie relation au quotidien. Avec le commercial de proximit\u00e9 d\u2019une part, via des \u00e9v\u00e8nements organis\u00e9s par les agences d\u2019autre part. Parmi ces \u00e9v\u00e8nements\u00a0:<\/p>\n

      \n
    • Des rencontres avec les \u00e9quipes lors du TopSolid Day. Ces journ\u00e9es sont organis\u00e9es 4 \u00e0 5 fois par an \u00e0 l\u2019initiative des diff\u00e9rentes agences.<\/li>\n
    • Des rencontres sur les salons nationaux, chaque agence ciblant les salons de son choix.<\/li>\n<\/ul>\n

      Pour un client post phase de d\u00e9ploiement, 1 \u00e0 2 visites par an permettent au commercial de proximit\u00e9 de bien comprendre ses besoins, de cibler les enjeux sp\u00e9cifiques \u00e0 son activit\u00e9, pour in fine<\/em> mieux l\u2019aiguiller sur une utilisation optimale des logiciels.<\/p>\n

       <\/p>\n

      [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.25″ custom_padding=\u00a0\u00bb0|0px|25.4063px|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4″ _builder_version=\u00a0\u00bb3.25″ custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4″]<\/p>\n

      En quoi l\u2019accompagnement client propos\u00e9 par TopSolid fait-il la diff\u00e9rence\u00a0? <\/strong><\/h2>\n

      Denis de Magneval, TopSolid\u00a0:<\/em><\/strong><\/h2>\n

       <\/p>\n

      Je pourrais r\u00e9sumer nos forces \u00e0 ces 4 \u00e9l\u00e9ments\u00a0:<\/p>\n

        \n
      • Un interlocuteur unique<\/strong>. C\u2019est essentiel pour le client, qui est en mesure de s\u2019appuyer sur un responsable d\u00e9di\u00e9 dans le cadre de la mise en \u0153uvre des engagements TopSolid. Cet interlocuteur unique, bien entendu, communique les informations aux \u00e9quipes pour bien r\u00e9pondre au besoin client.<\/li>\n
      • La r\u00e9activit\u00e9 des \u00e9quipes<\/strong>. Quand l\u2019activit\u00e9 \u00e9conomique de toute une entreprise est en jeu, on ne peut pas se permettre de proposer des d\u00e9lais \u00e0 rallonge. Nous en sommes parfaitement conscients chez TopSolid. C\u2019est pourquoi les agences sont structur\u00e9es de mani\u00e8re \u00e0 ce que tous les interlocuteurs \u2013 commercial, finance, technique\u2026 \u2013 puissent r\u00e9pondre rapidement.<\/li>\n
      • La proximit\u00e9<\/strong>. Au-del\u00e0 du commercial, les agences de proximit\u00e9 offrent un contact facile et r\u00e9gulier, un aspect de la relation tr\u00e8s rassurant pour le client. L\u2019absence d\u2019interm\u00e9diaire entre l\u2019\u00e9diteur et le client, en outre, constitue un vrai plus.<\/li>\n
      • Le combo comp\u00e9tence-exp\u00e9rience<\/strong>. Depuis 1984, TopSolid d\u00e9die des professionnels comp\u00e9tents au service du client. Cet accompagnement qui dure depuis plus de 30 ans nous offre une vision m\u00e9tier dans les moindres d\u00e9tails, au point de d\u00e9tecter des besoins que le client lui-m\u00eame ne parvient pas \u00e0 exprimer. Un v\u00e9ritable partenariat s\u2019instaure \u2013 parfois jusqu\u2019\u00e0 sugg\u00e9rer au client les bons profils \u00e0 recruter.<\/li>\n<\/ul>\n

        Le mot de la fin\u00a0: pourquoi les clients TopSolid sont-ils fid\u00e8les\u00a0? Parce que nos engagements sont tenus.<\/p>\n

         <\/p>\n

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        Nous avons interview\u00e9 Denis de Magneval, Directeur de l\u2019Agence Atlantique TopSolid bas\u00e9e \u00e0 Nantes. Il nous \u00e9claire sur les modalit\u00e9s et l\u2019importance majeure de l\u2019accompagnement offert aux clients pour une utilisation optimale des solutions TopSolid.<\/p>\n","protected":false},"author":4,"featured_media":716,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","_themeisle_gutenberg_block_has_review":false,"footnotes":""},"categories":[5,25,7],"tags":[21,23,22,26,24,29],"class_list":["post-683","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cao","category-cfao","category-erp","tag-cao","tag-cfao","tag-fao","tag-projet","tag-topsolid","tag-topsolidwood"],"yoast_head":"\nInterview : TOPSOLID, un accompagnement client qui fait la diff\u00e9rence -<\/title>\n<meta name=\"description\" content=\"Directeur de l\u2019Agence Atlantique TopSolid \u00e0 Nantes, Denis de Magneval nous 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