{"id":10190,"date":"2026-07-13T10:34:16","date_gmt":"2026-07-13T08:34:16","guid":{"rendered":"https:\/\/360asklogix.com\/client\/case-study-bt\/"},"modified":"2026-07-13T10:37:29","modified_gmt":"2026-07-13T08:37:29","slug":"case-study-bt","status":"publish","type":"page","link":"https:\/\/360asklogix.com\/fr\/clients\/case-study-bt\/","title":{"rendered":"Case Study : BT"},"content":{"rendered":"<div id=\"dslc-theme-content\"><div id=\"dslc-theme-content-inner\"><div style=\"font-size:2.0rem; margin-bottom:30px;\">Mise en place d'une exp\u00e9rience client omnicanale avec Salesforce.<\/div>\n<div class=\"heading-bg\"><span style=\"font-size: large;\"><b class=\"heading\">1. R\u00e9sum\u00e9 ex\u00e9cutif<\/b><\/span><\/div>\n<p><span style=\"font-size: large;\">BT Group est l'un des principaux op\u00e9rateurs t\u00e9l\u00e9coms du Royaume-Uni, fournissant des services broadband, mobile et connectivit\u00e9 aux particuliers comme aux entreprises.<\/span><\/p>\n<p><span style=\"font-size: large;\">Afin d'am\u00e9liorer l'engagement client et de moderniser ses op\u00e9rations de service, BT a lanc\u00e9 une initiative de transformation visant \u00e0 offrir une <b>exp\u00e9rience client omnicanale fluide<\/b>.<\/span><\/p>\n<p><span style=\"font-size: large;\">360Asklogix a accompagn\u00e9 la mise en \u0153uvre d'une <b>plateforme de service bas\u00e9e sur Salesforce<\/b>, permettant \u00e0 BT de g\u00e9rer les interactions clients sur plusieurs canaux \u2014 t\u00e9l\u00e9phone, web et messagerie digitale \u2014 au sein d'un syst\u00e8me unifi\u00e9.<\/span><\/p>\n<div class=\"heading-bg\"><span style=\"font-size: large;\"><b class=\"heading\">2. Les enjeux<\/b><\/span><\/div>\n<p><span style=\"font-size: large;\">BT g\u00e8re un volume tr\u00e8s important d'interactions clients sur de multiples canaux. Principaux d\u00e9fis :<\/span><\/p>\n<ul>\n<li><span style=\"font-size: large;\">Outils de gestion des interactions <b>fragment\u00e9s selon les canaux<\/b>.<\/span><\/li>\n<li><span style=\"font-size: large;\">Vision client <b>incompl\u00e8te pour les conseillers<\/b>.<\/span><\/li>\n<li><span style=\"font-size: large;\">Traitement des demandes encore <b>trop manuel<\/b>.<\/span><\/li>\n<li><span style=\"font-size: large;\">Difficult\u00e9 \u00e0 garantir une <b>exp\u00e9rience coh\u00e9rente<\/b> d'un canal \u00e0 l'autre.<\/span><\/li>\n<\/ul>\n<div class=\"heading-bg\"><span style=\"font-size: large;\"><b class=\"heading\">3. La solution<\/b><\/span><\/div>\n<p><span style=\"font-size: large;\">360Asklogix a mis en place une <b>architecture Salesforce Service Cloud<\/b> pour soutenir la strat\u00e9gie omnicanale de BT.<\/span><\/p>\n<p><span style=\"font-size: large;\">Principales composantes :<\/span><\/p>\n<ul>\n<li><span style=\"font-size: large;\">Gestion centralis\u00e9e des interactions issues du <b>t\u00e9l\u00e9phone, du web et de la messagerie digitale<\/b>.<\/span><\/li>\n<li><span style=\"font-size: large;\">Mise \u00e0 disposition d'un <b>espace agent unifi\u00e9<\/b>.<\/span><\/li>\n<li><span style=\"font-size: large;\">Routage intelligent des demandes selon le <b>type de probl\u00e8me, le segment client et la priorit\u00e9<\/b>.<\/span><\/li>\n<li><span style=\"font-size: large;\">Int\u00e9gration d'une <b>base de connaissance<\/b> pour acc\u00e9l\u00e9rer la r\u00e9solution.<\/span><\/li>\n<\/ul>\n<div class=\"heading-bg\"><span style=\"font-size: large;\"><b class=\"heading\">4. Impact<\/b><\/span><\/div>\n<p><span style=\"font-size: large;\">Suite \u00e0 cette initiative, BT a obtenu les r\u00e9sultats suivants :<\/span><\/p>\n<style>\n  \/* Metric table (30% \/ 70%) *\/   \n  ol, ul {\n    padding-left: 0rem;\n  }  \n  .heading-bg{\n    background: #d8eefb;\n    border-left: 6px solid #0b77b6;\n    padding: 10px 14px;\n    font-weight: 800;\n    border-radius: 6px;\n    margin-bottom:30px;\n}\n  table.metric-table{\n    width: 100%;\n    border: 1px solid #000;\n    border-collapse: collapse;\n    table-layout: fixed; \/* keeps 30\/70 widths consistent *\/\n  }\n  table.metric-table td{ \n    border: 1px solid #000;\n    padding: 10px;\n    vertical-align: top;\n    font-size: large;\n    word-wrap: break-word;\n    overflow-wrap: anywhere;\n  }\n.container .content ul{\n    list-style-type: disc !important;\n    list-style-position: outside;\n  }\n  .container .content ul li{\n    display: list-item !important;\n  }\n.casestudy-logo {\n    height: 40px !important;\n}\n<\/style>\n<table class=\"metric-table\" cellspacing=\"0\" cellpadding=\"0\" style=\"margin-bottom:50px;\">\n<colgroup>\n<col style=\"width:30%;\">\n<col style=\"width:70%;\">\n  <\/colgroup>\n<thead>\n<tr>\n<td><b>Indicateur<\/b><\/td>\n<td><b>R\u00e9sultat<\/b><\/td>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td><b>Exp\u00e9rience client<\/b><\/td>\n<td>Exp\u00e9rience client plus coh\u00e9rente entre les canaux.<\/td>\n<\/tr>\n<tr>\n<td><b>Productivit\u00e9 des agents<\/b><\/td>\n<td>Productivit\u00e9 accrue des agents.<\/td>\n<\/tr>\n<tr>\n<td><b>Efficacit\u00e9 op\u00e9rationnelle<\/b><\/td>\n<td>Am\u00e9lioration de l'efficacit\u00e9 op\u00e9rationnelle.<\/td>\n<\/tr>\n<tr>\n<td><b>Vision client<\/b><\/td>\n<td>Vision consolid\u00e9e de l'historique client.<\/td>\n<\/tr>\n<tr>\n<td><b>R\u00e9sultat Global<\/b><\/td>\n<td>Une <b>plateforme Salesforce<\/b> au service de la strat\u00e9gie omnicanale de BT, permettant une relation client plus fluide, plus r\u00e9active et plus efficace.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>Mise en place d'une exp\u00e9rience client omnicanale avec Salesforce. 1. R\u00e9sum\u00e9 ex\u00e9cutif BT Group est l'un des principaux op\u00e9rateurs t\u00e9l\u00e9coms du Royaume-Uni, fournissant des services broadband, mobile et connectivit\u00e9 aux particuliers comme aux entreprises. Afin d'am\u00e9liorer l'engagement client et de moderniser ses op\u00e9rations de service, BT a lanc\u00e9 une initiative de transformation visant \u00e0 offrir [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":10052,"parent":10100,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"case-study.php","meta":{"footnotes":""},"class_list":["post-10190","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Case Study : BT - 360Asklogix<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/360asklogix.com\/fr\/clients\/case-study-bt\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Case Study : BT - 360Asklogix\" \/>\n<meta property=\"og:description\" content=\"Mise en place d&#039;une exp\u00e9rience client omnicanale avec Salesforce. 1. 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