{"id":19010,"date":"2025-01-17T15:03:29","date_gmt":"2025-01-17T15:03:29","guid":{"rendered":"https:\/\/www.calabrio.com\/case-study\/etude-de-cas-de-superieur-propane\/"},"modified":"2025-04-18T21:35:57","modified_gmt":"2025-04-18T21:35:57","slug":"etude-de-cas-de-superieur-propane","status":"publish","type":"case-study","link":"https:\/\/www.calabrio.com\/fr\/case-study\/etude-de-cas-de-superieur-propane\/","title":{"rendered":"\u00c9tude de cas de Sup\u00e9rieur Propane"},"content":{"rendered":"\n\t<section\n\t\tid=\"\"\n\t\tclass=\"secondary-hero relative\"\n\t\tstyle=\"background: #fff\"\n\t\tdata-theme-block-id=\"block_4b3adab646bbcb9ec60a9bbe1cb8096d\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t<div class=\"container !px-0 overflow-hidden\">\n\t\t\t\t\t\t\t<div class=\"py-c\/xs px-c\/xl mb-c\/l md:block\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex flex-col-reverse lg:flex-row lg:items-center\">\n\t\t\t\t\t\t\t\t\t<div class=\"max-lg:container lg:w-1\/2 md:px-l\/xxl lg:pl-c\/xl lg:pr-c\/l xl:pl-page-margin xl:pr-l\/m\">\n\t\t\t\t\t\t<div class=\"flex flex-col lg:max-w-[536px]\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"flex items-center gap-c\/s pt-c\/s subhead-small mb-c\/l\">\n\t\t\t\t\t\t\t\t\t<span class=\"relative -top-px flex w-[18px] h-[18px] rounded-full bg-background-secondary\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"uppercase font-bold\" style=\"color: #0530A8\">\u00c9tude de cas<\/span>\n\t\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h1 style=\"color: #080F21\" class=\"heading-medium -tracking-[0.12px] mb-c\/m xl:-tracking-[0.24px]\">\n\t\t\t\t\t\t\t\t\t  Calabrio Analytics fournit des informations sur les clients de Superior Propane\t\t\t\t\t\t\t\t<\/h1>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"wysiwyg lg:line-clamp-none\" style=\"color: #344679\">\n\t\t\t\t\t\t\t\t\t<div class=\"vc_col-sm-3 wpb_column column_container jupiter-donut- _ jupiter-donut-height-full\">\n<ul>\n<li>(30) <span class=\"TextRun SCXW135439386 BCX9\" lang=\"EN\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW135439386 BCX9\" data-ccp-parastyle=\"Normal1\">Nombre de secondes pendant lesquelles<br \/>\nAHT a \u00e9t\u00e9 r\u00e9duit<\/span><\/span><span class=\"EOP SCXW135439386 BCX9\"> <\/span><\/li>\n<\/ul>\n<\/div>\n<div class=\"vc_col-sm-3 wpb_column column_container jupiter-donut- _ jupiter-donut-height-full\">\n<ul>\n<li>(150) <span class=\"TextRun SCXW147262856 BCX9\" lang=\"EN\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW147262856 BCX9\" data-ccp-parastyle=\"Normal1\">Nombre de demandes <\/span><\/span><span class=\"TextRun SCXW147262856 BCX9\" lang=\"EN\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW147262856 BCX9\" data-ccp-parastyle=\"Normal1\">de demandes suppl\u00e9mentaires<br \/>\ntrait\u00e9es quotidiennement<\/span><\/span><span class=\"EOP SCXW147262856 BCX9\"> <\/span><\/li>\n<\/ul>\n<\/div>\n<div class=\"vc_col-sm-3 wpb_column column_container jupiter-donut- _ jupiter-donut-height-full\">\n<div class=\"vc_icon_element vc_icon_element-outer vc_custom_1617698889410 vc_do_icon no-margin vc_icon_element-align-center\">\n<ul>\n<li class=\"vc_icon_element-inner vc_icon_element-color-white vc_icon_element-size-md vc_icon_element-style- vc_icon_element-background-color-grey\"><span style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\">Autonomie accrue des agents <\/span>pour rem\u00e9dier aux r\u00e9clamations des clients<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"vc_col-sm-3 wpb_column column_container jupiter-donut- _ jupiter-donut-height-full\">\n<ul>\n<li>(3) <span class=\"TextRun SCXW230899245 BCX9\" lang=\"EN\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW230899245 BCX9\" data-ccp-parastyle=\"Normal1\">Nombre de mois jusqu&rsquo;\u00e0 une am\u00e9lioration significative<br \/>\nde la r\u00e9solution au premier appel<\/span><\/span><span class=\"EOP SCXW230899245 BCX9\"> <\/span><\/li>\n<\/ul>\n<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-col gap-gutter pb-c\/m pt-c\/xl mt-c\/xxs lg:mt-0 max-md:items-center md:flex-row\">\n\t\t\t\t\t\t\t\t\t\t<a\t\tclass=\"btn-primary w-full body-small md:w-fit\"\n\t\t href=\"https:\/\/info.calabrio.com\/l\/134381\/2020-07-31\/5nttmt\/134381\/184736\/Calabrio___Success_Story___Superior_Propane.pdf?_gl=1*1nzwldt*_gcl_au*ODk2MzUxNjM0LjE3MzM4NjQ3ODM.\" title=\"T\u00e9l\u00e9charger en PDF\" aria-label=\"T\u00e9l\u00e9charger en PDF\" target=\"_self\" \t>\n\t\t<span class=\"button__icon button__icon--left lint-ignore \"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n\t<\/span>\n\t\t\t\t\t<span class=\"button__text\">T\u00e9l\u00e9charger en PDF<\/span>\n\t<\/a>\n\t<a\t\tclass=\"btn-tertiary body-small w-fit text-text-primary-aaa py-c\/s\"\n\t\t href=\"https:\/\/www.calabrio.com\/fr\/reservez-une-demonstration\/\" title=\"R\u00e9servez une d\u00e9monstration\" aria-label=\"R\u00e9servez une d\u00e9monstration\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore \"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">R\u00e9servez une d\u00e9monstration<\/span>\n\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"secondary-hero__image relative z-10 mb-c\/xl lg:mb-c\/xxl lg:w-1\/2\">\n\t\t\t\t\t\t<div class=\"js-wrap image lint-ignore\n\trelative aspect-[393\/320] md:aspect-[720\/463] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_218471159.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_218471159.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_218471159.jpg 1131w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_218471159-300x200.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_218471159-1024x683.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_218471159-768x512.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_218471159-600x400.jpg 600w\" alt=\"\" ><\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_4b3adab646bbcb9ec60a9bbe1cb8096d\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_2e69a607b94b1de782a258ebde6ca0ce\"\n\t\tid=\"\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t<div class=\"block w-[calc(100vw)] lg:w-full -ml-page-margin lg:-ml-0\">\n\t\t\t\n\t<section\n\tclass=\"swiper  swiper--navigation-rounded swiper--margin-two-sides swiper--md-hide-navigation\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"slidesPerView\":1.11,\"spaceBetween\":16,\"breakpoints\":{\"680\":{\"slidesPerView\":2.24},\"744\":{\"enabled\":false},\"1024\":{\"enabled\":false}},\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"},\"navCenteredImage\":true}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper md:flex-col md:gap-0 md:pl-0 lg:flex-col lg:pl-0\">\n\t\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 \">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:p-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\t\t\t\t\t<h4\t\t\t\t\tstyle=\"color: #0530A8\"\n\t\t\t\t\tclass=\"text-text-highlight-aaa flex items-center\n\t\t\t\t\tpb-c\/xxs md:pb-c\/l subhead-xs\"\n\t\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\t\tLe d\u00e9fi\t\t\t\t<\/h4>\n\t\t\t\t\n\t\t\t\t\t\t\t\t<h5\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tSuperior Propane identifie les d\u00e9fis li\u00e9s aux processus afin de mieux fid\u00e9liser les clients et de r\u00e9duire le taux d&#039;attente moyen.  \t\t\t<\/h5>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>Les centres de contact de Sup\u00e9rieur Propane charg\u00e9s de traiter les appels, les courriels, les t\u00e9l\u00e9copies et les demandes de renseignements des clients \u00e0 partir de leur portail web mySUPERIOR\u2122 souhaitaient am\u00e9liorer la fid\u00e9lisation de la client\u00e8le et r\u00e9duire les temps de traitement moyens (AHT). Les dirigeants savaient qu&rsquo;ils devaient rapidement acqu\u00e9rir une compr\u00e9hension globale des processus actuels afin d&rsquo;y apporter des am\u00e9liorations. C&rsquo;est alors que Sup\u00e9rieur Propane a mis Calabrio en action.<\/p>\n<p>Tout d&rsquo;abord, pour am\u00e9liorer leur taux de fid\u00e9lisation, ils ont identifi\u00e9 les termes cl\u00e9s utilis\u00e9s par les clients au quotidien, tels que \u00ab\u00a0Je change de fournisseur\u00a0\u00bb ou \u00ab\u00a0Prix du propane\u00a0\u00bb. Ils ont ensuite regroup\u00e9 les termes et identifi\u00e9 les moyens de faire passer l&rsquo;exp\u00e9rience client de bonne \u00e0 excellente. Les domaines identifi\u00e9s comme devant \u00eatre am\u00e9lior\u00e9s sont les barri\u00e8res de service, la programmation, les annulations, les commutations concurrentielles et la discontinuit\u00e9 entre les appels.<\/p>\n<p>Lorsqu&rsquo;il s&rsquo;agit de comprendre l&rsquo;AHT, l&rsquo;analyse des ordinateurs de bureau de Calabrio a r\u00e9v\u00e9l\u00e9 trois domaines \u00e0 am\u00e9liorer :<\/p>\n<ul>\n<li>Les mod\u00e8les de journaux destin\u00e9s \u00e0 \u00eatre compl\u00e9t\u00e9s par un appel en direct demandaient trop de travail.<\/li>\n<li>Dans certains cas, des travaux ont \u00e9t\u00e9 effectu\u00e9s apr\u00e8s l&rsquo;appel alors qu&rsquo;il aurait \u00e9t\u00e9 pr\u00e9f\u00e9rable de consacrer du temps \u00e0 des t\u00e2ches plus prioritaires.<\/li>\n<li>Certains agents utilisaient des syst\u00e8mes ou des outils qui entravaient leur productivit\u00e9<\/li>\n<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_582432609-scaled-e1735866416543.jpeg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_582432609-scaled-e1735866416543.jpeg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_582432609-scaled-e1735866416543.jpeg\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 md:flex-row-reverse\">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:py-l\/m xl:pr-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t<h5\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tLa solution\t\t\t<\/h5>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>Pour am\u00e9liorer la fid\u00e9lisation des clients et l&rsquo;AHT, les responsables du centre de contact de Superior Propane ont mis en \u0153uvre une strat\u00e9gie \u00e0 plusieurs volets comprenant une plus grande responsabilisation des agents, l&rsquo;am\u00e9lioration des processus et la formation des agents.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Renforcement de l&rsquo;autonomie des agents<\/strong><\/p>\n<ul>\n<li>Les agents du service client\u00e8le sont d\u00e9sormais habilit\u00e9s \u00e0 r\u00e9pondre aux besoins des clients et \u00e0 les dissuader d&rsquo;annuler leur service. Les agents peuvent collaborer avec l&rsquo;\u00e9quipe de service locale pour mettre en \u0153uvre une solution \u00e0 plus long terme pour un client, ce qui se traduira par une diminution du nombre d&rsquo;appels pour le m\u00eame probl\u00e8me.<\/li>\n<\/ul>\n<p><strong>Am\u00e9lioration des processus<\/strong><\/p>\n<ul>\n<li>Un syst\u00e8me de r\u00e9ponse vocale interactive (IVR) actualis\u00e9 permet aux appelants souhaitant annuler un service de ne faire qu&rsquo;une seule s\u00e9lection afin d&rsquo;\u00eatre imm\u00e9diatement transf\u00e9r\u00e9s vers des agents du service client\u00e8le form\u00e9s et habilit\u00e9s \u00e0 r\u00e9pondre aux demandes et aux besoins des clients.<\/li>\n<li>Les agents peuvent informer les clients de mani\u00e8re proactive, bien plus t\u00f4t dans la journ\u00e9e, si leur livraison risque d&rsquo;\u00eatre manqu\u00e9e.<\/li>\n<li>De nouveaux mod\u00e8les de journaux permettent aux agents de commencer \u00e0 les remplir d\u00e8s qu&rsquo;ils entrent en contact avec un client.<\/li>\n<li>Les agents de premi\u00e8re ligne peuvent d\u00e9sormais continuer \u00e0 travailler avec les appelants qui appellent plusieurs fois, pour une exp\u00e9rience plus rationalis\u00e9e.<\/li>\n<\/ul>\n<p><strong>Formation des agents<\/strong><\/p>\n<ul>\n<li>Gr\u00e2ce \u00e0 un mod\u00e8le de pair \u00e0 pair, les agents travaillent les uns avec les autres pour partager des conseils et des id\u00e9es sur la mani\u00e8re de satisfaire rapidement les besoins des clients afin de r\u00e9duire l&rsquo;AHT.<\/li>\n<li>Les agents en place ont \u00e9t\u00e9 form\u00e9s pour augmenter leur productivit\u00e9 et les nouveaux embauch\u00e9s re\u00e7oivent une formation dans le cadre du processus d&rsquo;int\u00e9gration.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_600690322-scaled-e1735861175179.jpeg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_600690322-scaled-e1735861175179.jpeg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_600690322-scaled-e1735861175179.jpeg\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\t<\/div>\n\t\n\t\t\t\t\t<button\n\t\t\t\tclass=\"swiper-button-prev\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive pr\u00e9c\u00e9dente du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\t<button\n\t\t\t\tclass=\"swiper-button-next\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive suivante du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\n\t\n\t\t<\/section>\n\t\t<\/div>\n\t<\/section>\n\t<style>\n\t[data-theme-block-id=\"block_2e69a607b94b1de782a258ebde6ca0ce\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n\n<div class=\"container group page-layout flex flex-col flex-wrap lg:flex-row gap-l\/xxl lg:gap-gutter py-l\/xxl lg:py-l\/xs blg_inner_container\" data-module=\"page-layout\">\n\t\t\t\n\t\t\t<div class=\"flex flex-col flex-1 lg:basis-0 lg:py-c\/m  js-page-content overflow-hidden\">\n\t\t\t\n\t<section\n\t\tid=\"\"\n\t\tclass=\"p-l\/xs\"\n\t\tstyle=\"background-color: #D2F3FA;\"\n\t\tdata-theme-block-id=\"block_0a1099fd0b80f125a38b75e740a3d801\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t\t\t\t<div class=\"body-medium lg:body-xl pb-c\/l pr-c\/l\" style=\"color: #080F21;\">\n\t\t\t\tEn r\u00e9duisant notre AHT de 30 secondes par appel, nous pouvons r\u00e9pondre \u00e0 150 demandes de renseignements suppl\u00e9mentaires par jour, avec une \u00e9quipe de m\u00eame taille, ce qui am\u00e9liore l&#039;exp\u00e9rience de nos clients.\t\t\t<\/div>\n\t\t\n\t\t\t\t\t<div class=\"flex w-full py-c\/l gap-c\/l items-center border-t-thin border-stroke-primary\">\n\t\t\t\t<div class=\"js-wrap image lint-ignore\n\tcard-icon__image aspect-square w-12 h-12 image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img rounded-full\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/superiorpropane_logo.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/superiorpropane_logo.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/superiorpropane_logo.png 600w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/superiorpropane_logo-300x95.png 300w\" alt=\"\" ><\/div>\n\t\t\t\t<div class=\"flex flex-col gap-c\/xs\" style=\"background-color: #D2F3FA;\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"body-medium\" style=\"color: #080F21;\">\n\t\t\t\t\t\t\tAlex Wozniak\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"body-small\" style=\"color: #344679;\">\n\t\t\t\t\t\t\tDirecteur, Exp\u00e9rience client, Sup\u00e9rieur Propane\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_0a1099fd0b80f125a38b75e740a3d801\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\t\t<\/div>\n\t\n\n\n\t<\/div> \n\n\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_a7a551e1ead8377c09d71f79e01013f4\"\n\t\tid=\"\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t<div class=\"block w-[calc(100vw)] lg:w-full -ml-page-margin lg:-ml-0\">\n\t\t\t\n\t<section\n\tclass=\"swiper  swiper--navigation-rounded swiper--margin-two-sides swiper--md-hide-navigation\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"slidesPerView\":1.11,\"spaceBetween\":16,\"breakpoints\":{\"680\":{\"slidesPerView\":2.24},\"744\":{\"enabled\":false},\"1024\":{\"enabled\":false}},\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"},\"navCenteredImage\":true}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper md:flex-col md:gap-0 md:pl-0 lg:flex-col lg:pl-0\">\n\t\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 \">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:p-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t<h5\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tLe r\u00e9sultat\t\t\t<\/h5>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>Au cours des trois premiers mois, le personnel de premi\u00e8re ligne de Sup\u00e9rieur Propane a consid\u00e9rablement am\u00e9lior\u00e9 la r\u00e9solution du premier contact. Les clients sont d\u00e9sormais en contact direct avec des agents du service client\u00e8le form\u00e9s et habilit\u00e9s \u00e0 mettre en \u0153uvre des tactiques de fid\u00e9lisation de la client\u00e8le. En outre, les nouvelles recrues r\u00e9pondent beaucoup plus rapidement aux exigences de l&rsquo;AHT &#8211; en quelques semaines au lieu de plusieurs mois pass\u00e9s au t\u00e9l\u00e9phone \u00e0 g\u00e9rer les demandes des clients.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png 1360w, 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(min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n","protected":false},"excerpt":{"rendered":"","protected":false},"featured_media":0,"template":"","meta":{"_acf_changed":true,"om_disable_all_campaigns":false},"case-study-category":[710],"case-study-industry":[],"class_list":["post-19010","case-study","type-case-study","status-publish","hentry","case-study-category-suite-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>\u00c9tude de cas de Sup\u00e9rieur Propane | Calabrio<\/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:\/\/www.calabrio.com\/fr\/case-study\/etude-de-cas-de-superieur-propane\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta 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