{"id":18417,"date":"2021-06-30T13:42:22","date_gmt":"2021-06-30T08:12:22","guid":{"rendered":"https:\/\/wpml.artech.com\/case-studies\/improved-customer-experience-in-higher-education\/"},"modified":"2026-04-06T16:15:58","modified_gmt":"2026-04-06T10:45:58","slug":"improved-customer-experience-in-higher-education","status":"publish","type":"page","link":"https:\/\/www.artech.com\/fr\/improved-customer-experience-in-higher-education\/","title":{"rendered":"Am\u00e9lioration de l&#8217;exp\u00e9rience client dans l&#8217;enseignement sup\u00e9rieur"},"content":{"rendered":"<div class=\"wpb-content-wrapper\">[vc_row fullwidth=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1625057811177{margin-top: -50px !important;}\u00a0\u00bb background_color=\u00a0\u00bb#253e91&Prime;][vc_column][vc_empty_space height=\u00a0\u00bb20&Prime;]<div class=\"shortcode-wrapper shortcode-title clearfix\"><h1 style=\"color:#ffffff!important;border-color:#ffffff\" class=\"aligncenter\">Am\u00e9lioration de l\u2019exp\u00e9rience client dans l\u2019enseignement sup\u00e9rieur<\/h1><\/div>[vc_empty_space height=\u00a0\u00bb20&Prime;][\/vc_column][\/vc_row][vc_row][vc_column width=\u00a0\u00bb1\/6&Prime;][\/vc_column][vc_column width=\u00a0\u00bb2\/3&Prime; css=\u00a0\u00bb.vc_custom_1625108481457{margin-top: -20px !important;border-right-width: 2px !important;border-bottom-width: 2px !important;border-left-width: 2px !important;padding-right: 20px !important;padding-bottom: 20px !important;padding-left: 20px !important;border-left-color: #fba91e !important;border-left-style: solid !important;border-right-color: #fba91e !important;border-right-style: solid !important;border-bottom-color: #fba91e !important;border-bottom-style: solid !important;}\u00a0\u00bb][vc_single_image image=\u00a0\u00bb18380&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb alignment=\u00a0\u00bbcenter\u00a0\u00bb]<div class=\"shortcode-wrapper shortcode-title clearfix support-services-optimization\"><h2 style=\"color:#253e91!important;border-color:#253e91\" class=\"aligncenter\">Optimisation des services d\u2019assistance<\/h2><\/div>[vc_empty_space height=\u00a0\u00bb20&Prime;][vc_column_text]Le client d\u2019Artech a pu am\u00e9liorer consid\u00e9rablement la qualit\u00e9 et l\u2019exp\u00e9rience des services gr\u00e2ce \u00e0 un centre d\u2019op\u00e9rations Help Desk optimis\u00e9, le tout en seulement huit semaines.[\/vc_column_text][vc_row_inner equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbtop\u00a0\u00bb][vc_column_inner width=\u00a0\u00bb1\/3&Prime;]<div class=\"shortcode-wrapper shortcode-title clearfix\"><h3 style=\"color:#253e91!important;border-color:#253e91\" class=\"\">Client<\/h3><\/div>[vc_empty_space height=\u00a0\u00bb10&Prime;][vc_separator color=\u00a0\u00bbcustom\u00a0\u00bb align=\u00a0\u00bbalign_left\u00a0\u00bb border_width=\u00a0\u00bb3&Prime; el_width=\u00a0\u00bb30&Prime; accent_color=\u00a0\u00bb#fba91e\u00a0\u00bb][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/3&Prime;][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/3&Prime;][\/vc_column_inner][\/vc_row_inner][vc_column_text css=\u00a0\u00bb.vc_custom_1630469033108{margin-top: -20px !important;}\u00a0\u00bb]Grande universit\u00e9 priv\u00e9e du Midwest, r\u00e9put\u00e9e pour \u00eatre un \u00e9tablissement de recherche de premier plan, souhaitait am\u00e9liorer les op\u00e9rations du Help Desk et le service aux utilisateurs.[\/vc_column_text][vc_row_inner equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbtop\u00a0\u00bb][vc_column_inner width=\u00a0\u00bb1\/3&Prime;]<div class=\"shortcode-wrapper shortcode-title clearfix\"><h3 style=\"color:#253e91!important;border-color:#253e91\" class=\"\">Probl\u00e8me<\/h3><\/div>[vc_empty_space height=\u00a0\u00bb10&Prime;][vc_separator color=\u00a0\u00bbcustom\u00a0\u00bb align=\u00a0\u00bbalign_left\u00a0\u00bb border_width=\u00a0\u00bb3&Prime; el_width=\u00a0\u00bb30&Prime; accent_color=\u00a0\u00bb#fba91e\u00a0\u00bb][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/3&Prime;][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/3&Prime;][\/vc_column_inner][\/vc_row_inner][vc_column_text css=\u00a0\u00bb.vc_custom_1625060465985{margin-top: -20px !important;}\u00a0\u00bb]\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>D\u00e9gradation du support et des services du prestataire pr\u00e9c\u00e9dent<\/li>\n<li>Mauvaise r\u00e9putation des services Help Desk et support informatique<\/li>\n<li>Co\u00fbt \u00e9lev\u00e9 du support<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n[\/vc_column_text][vc_row_inner equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbtop\u00a0\u00bb][vc_column_inner width=\u00a0\u00bb1\/3&Prime;]<div class=\"shortcode-wrapper shortcode-title clearfix\"><h3 style=\"color:#253e91!important;border-color:#253e91\" class=\"\">Action<\/h3><\/div>[vc_empty_space height=\u00a0\u00bb10&Prime;][vc_separator color=\u00a0\u00bbcustom\u00a0\u00bb align=\u00a0\u00bbalign_left\u00a0\u00bb border_width=\u00a0\u00bb3&Prime; el_width=\u00a0\u00bb30&Prime; accent_color=\u00a0\u00bb#fba91e\u00a0\u00bb][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/3&Prime;][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/3&Prime;][\/vc_column_inner][\/vc_row_inner][vc_column_text css=\u00a0\u00bb.vc_custom_1625060495472{margin-top: -20px !important;}\u00a0\u00bb]\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Transformation du mod\u00e8le de support en showcase de meilleures pratiques certifi\u00e9 HDI et conforme ITIL<\/li>\n<li>Fourniture d\u2019un support int\u00e9gr\u00e9 L1 et L2 (Help Desk &amp; Deskside Support et NOC) dans un mod\u00e8le de services partag\u00e9s<\/li>\n<li>Mise en \u0153uvre de nouvelles technologies pour r\u00e9duire le volume d\u2019appels et am\u00e9liorer les analyses \u2022 Fourniture de parcours omnicanaux pour le support<\/li>\n<li>Int\u00e9gration des processus et outils Help Desk 24\u00d77 avec le Network Operations Center (NOC) du campus<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n[\/vc_column_text][vc_row_inner equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbtop\u00a0\u00bb][vc_column_inner width=\u00a0\u00bb1\/3&Prime;]<div class=\"shortcode-wrapper shortcode-title clearfix\"><h3 style=\"color:#253e91!important;border-color:#253e91\" class=\"\">R\u00e9sultats<\/h3><\/div>[vc_empty_space height=\u00a0\u00bb10&Prime;][vc_separator color=\u00a0\u00bbcustom\u00a0\u00bb align=\u00a0\u00bbalign_left\u00a0\u00bb border_width=\u00a0\u00bb3&Prime; el_width=\u00a0\u00bb30&Prime; accent_color=\u00a0\u00bb#fba91e\u00a0\u00bb][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/3&Prime;][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/3&Prime;][\/vc_column_inner][\/vc_row_inner][vc_column_text css=\u00a0\u00bb.vc_custom_1630469082418{margin-top: -20px !important;}\u00a0\u00bb]\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Impl\u00e9mentation du service Help Desk en huit semaines pour la prise en charge des appels<\/li>\n<li>Gestion fluide des fluctuations du volume d\u2019appels, am\u00e9liorant le CSAT (4,8 sur 5,0) et le FCR (\u00e0 90 %)<\/li>\n<li>Am\u00e9lioration de la qualit\u00e9 de la base de connaissances pour r\u00e9duire le temps moyen de traitement (AHT)<\/li>\n<li>Exp\u00e9rience client am\u00e9lior\u00e9e avec traitement en temps r\u00e9el des anomalies via la surveillance int\u00e9gr\u00e9e des applications NOC avec le Service Desk<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/6&Prime;][\/vc_column][\/vc_row][vc_row css=\u00a0\u00bb.vc_custom_1633510736172{margin-bottom: -55px !important;}\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/4&Prime;][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text css=\u00a0\u00bb.vc_custom_1688651775751{margin-bottom: 8px !important;}\u00a0\u00bb]\n<p style=\"text-align: center;\"><strong>Ce cas pratique refl\u00e8te-t-il un probl\u00e8me similaire auquel vous \u00eates confront\u00e9\u00a0?<\/strong><br \/>\n<strong>Pour d\u00e9couvrir comment nous pouvons vous aider<\/strong><\/p>\n[\/vc_column_text][vc_single_image image=\u00a0\u00bb18377&Prime; img_size=\u00a0\u00bb250&#215;42&Prime; alignment=\u00a0\u00bbcenter\u00a0\u00bb onclick=\u00a0\u00bbcustom_link\u00a0\u00bb img_link_target=\u00a0\u00bb_blank\u00a0\u00bb link=\u00a0\u00bbhttps:\/\/wpml.artech.com\/contact-us\/\u00a0\u00bb el_class=\u00a0\u00bbcustom-d-none\u00a0\u00bb][vc_column_text]\n<p style=\"text-align: center;\"><span class='maxbutton-2-container mb-container'><a class=\"maxbutton-2 maxbutton maxbutton-sliderbuttonhome\" href=\"https:\/\/www.artech.com\/fr\/contact-us\/\"><span class='mb-text'>CONTACTEZ-NOUS D\u00c8S AUJOURD\u2019HUI !<\/span><\/a><\/span>\n[\/vc_column_text][vc_empty_space height=\u00a0\u00bb20px\u00a0\u00bb][\/vc_column][vc_column width=\u00a0\u00bb1\/4&Prime;][\/vc_column][\/vc_row]\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row fullwidth=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1625057811177{margin-top: -50px !important;}\u00a0\u00bb background_color=\u00a0\u00bb#253e91&Prime;][vc_column][vc_empty_space height=\u00a0\u00bb20&Prime;][vc_empty_space height=\u00a0\u00bb20&Prime;][\/vc_column][\/vc_row][vc_row][vc_column width=\u00a0\u00bb1\/6&Prime;][\/vc_column][vc_column width=\u00a0\u00bb2\/3&Prime; css=\u00a0\u00bb.vc_custom_1625108481457{margin-top: -20px !important;border-right-width: 2px !important;border-bottom-width: 2px !important;border-left-width: 2px !important;padding-right: 20px [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":18376,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_glsr_average":0,"_glsr_ranking":0,"_glsr_reviews":0,"footnotes":""},"class_list":["post-18417","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Am\u00e9lioration de l&#8217;exp\u00e9rience client dans l&#8217;enseignement sup\u00e9rieur - Artech<\/title>\n<meta name=\"description\" content=\"Am\u00e9lioration de l&#039;exp\u00e9rience client dans l&#039;enseignement sup\u00e9rieur \u2013 D\u00e9couvrez, \u00e0 travers cette \u00e9tude de cas, comment Artech a am\u00e9lior\u00e9 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