{"id":23160,"date":"2025-01-27T12:10:26","date_gmt":"2025-01-27T12:10:26","guid":{"rendered":"https:\/\/www.calabrio.com\/case-study\/etude-de-cas-sur-ladministration-fiscale-finlandaise\/"},"modified":"2025-06-23T13:40:51","modified_gmt":"2025-06-23T13:40:51","slug":"etude-de-cas-sur-ladministration-fiscale-finlandaise","status":"publish","type":"case-study","link":"https:\/\/www.calabrio.com\/fr\/case-study\/etude-de-cas-sur-ladministration-fiscale-finlandaise\/","title":{"rendered":"\u00c9tude de cas sur l&rsquo;administration fiscale finlandaise"},"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_22a903169b314dcff6348ac7db8294cc\"\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\">Case Study<\/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\tL&#039;administration fiscale finlandaise donne aux op\u00e9rations de back-office la finesse du frontline avec Calabrio WFM\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<ul>\n<li>10-20% Diminution de l&rsquo;arri\u00e9r\u00e9 administratif<\/li>\n<li>3 500 Agents de back-office facilement programm\u00e9s<\/li>\n<li>Hi\u00e9rarchisation correcte des t\u00e2ches<\/li>\n<li>Des employ\u00e9s de back-office plus heureux et plus productifs<\/li>\n<\/ul>\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-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\/Tax.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Tax.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Tax.webp 1752w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Tax-300x200.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Tax-1024x683.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Tax-768x512.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Tax-1536x1024.webp 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Tax-600x400.webp 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_22a903169b314dcff6348ac7db8294cc\"] {\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<section\n\tid=\"\"\n\tdata-theme-block-id=\"block_af5d4ffefc13724fe2a32f03b877c389\"\n\tstyle=\"\"\n\t>\n\t\t<div class=\"section-header lint-ignore\" style=\"\">\n\t\t<div class=\"container\">\n\t\t\t<div class=\"w-full xl:px-page-margin py-l\/m md:pt-0 lg:py-l\/m mx-auto text-center flex flex-col gap-c\/l\">\n\t\t\t\t\n\t\t\t\t\t\t<h2\t\t\tstyle=\"color: #080F21\"\n\t\t\tclass=\"heading-medium text-primary\"\n\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\tAppliquer la technologie de premi\u00e8re ligne au back-office pour r\u00e9soudre un probl\u00e8me s\u00e9culaire de gestion des ressources et obtenir un CX sup\u00e9rieur, des op\u00e9rations efficaces et un environnement de travail engageant.\t\t<\/h2 >\n\t\t\n\t\t\n\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_af5d4ffefc13724fe2a32f03b877c389\"] {\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\tpadding-top: 80px !important;\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: 0px !important;\n\t\t\t\t\t}\n\t}\n\t<\/style>\n<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_af5d4ffefc13724fe2a32f03b877c389\"] {\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\tpadding-top: 80px !important;\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: 0px !important;\n\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_25a637193f16bb272a830f9f53be98d4\"\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\t&quot;Presque toutes les organisations emploient des employ\u00e9s de back-office &#8211; qui ne travaillent pas au t\u00e9l\u00e9phone &#8211; pour rechercher et traiter les cas les plus complexes r\u00e9sultant des activit\u00e9s quotidiennes de service \u00e0 la client\u00e8le. C&#039;est un \u00e9l\u00e9ment incroyablement difficile \u00e0 op\u00e9rationnaliser car il y a beaucoup plus de types de travailleurs et d&#039;activit\u00e9s que d&#039;op\u00e9rations de premi\u00e8re ligne. Mais Calabrio WFM fonctionne parfaitement pour cela !\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\/tex_quote-1024x1024-1.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/tex_quote-1024x1024-1.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/tex_quote-1024x1024-1.png 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/tex_quote-1024x1024-1-300x300.png 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/tex_quote-1024x1024-1-150x150.png 150w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/tex_quote-1024x1024-1-768x768.png 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/tex_quote-1024x1024-1-600x600.png 600w\" 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\tAnniina Laisti\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\tPropri\u00e9taire du service\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_25a637193f16bb272a830f9f53be98d4\"] {\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_6ffbb806405e5eb03cddeba4fc2dda32\"\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 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<h3\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\tD\u00e9fi\t\t\t<\/h3>\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>En 2023, les responsables du centre de contact de l&rsquo;administration fiscale finlandaise consid\u00e9raient leurs op\u00e9rations de back-office comme un v\u00e9ritable trou noir d&rsquo;informations.<\/p>\n<p>Chaque jour, ils ne savent jamais exactement ce qui se passe. Ils n&rsquo;ont jamais su sur quels dossiers les employ\u00e9s travaillaient. Aucune technologie automatis\u00e9e n&rsquo;a facilit\u00e9 la pr\u00e9vision\/planification et la r\u00e9partition du travail pour les 3 500 employ\u00e9s du centre de contact du back-office, qui occupent 525 postes diff\u00e9rents. Et bien que des employ\u00e9s d\u00e9vou\u00e9s aient fait de leur mieux pour traiter manuellement tous les dossiers entrants \u00e0 l&rsquo;aide de feuilles de calcul et de la force pure et simple, cette approche n&rsquo;\u00e9tait ni rapide ni efficace et n&rsquo;a pas contribu\u00e9 \u00e0 am\u00e9liorer la satisfaction ou le moral de leurs employ\u00e9s.<\/p>\n<p>Les dirigeants devaient trouver un moyen d&rsquo;am\u00e9liorer l&rsquo;efficacit\u00e9 des op\u00e9rations de back-office de l&rsquo;administration fiscale tout en offrant aux employ\u00e9s qui y travaillent les horaires flexibles et l&rsquo;\u00e9quilibre entre vie professionnelle et vie priv\u00e9e qu&rsquo;ils m\u00e9ritent.<\/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_613147934-e1735913414627.jpeg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_613147934-e1735913414627.jpeg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_613147934-e1735913414627.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 \">\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<h3\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\tSolution\t\t\t<\/h3>\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>Apr\u00e8s avoir constat\u00e9 de visu \u00e0 quel point Calabrio Workforce Management (WFM) pouvait am\u00e9liorer l&rsquo;efficacit\u00e9 des t\u00e2ches de pr\u00e9vision et de planification en premi\u00e8re ligne, les responsables des centres de contact de l&rsquo;administration fiscale finlandaise ont d\u00e9cid\u00e9 de faire de Calabrio WFM la nouvelle colonne vert\u00e9brale technologique de leurs activit\u00e9s de planification des ressources en back-office.<br \/>\n<br \/>Aujourd&rsquo;hui, Calabrio WFM g\u00e8re toutes les op\u00e9rations de back-office de l&rsquo;administration fiscale, y compris toutes les t\u00e2ches de pr\u00e9vision, de programmation, de planification des canaux et de taxation. Les plans de travail en temps r\u00e9el rendent le travail de back-office moins chaotique parce qu&rsquo;ils indiquent aux employ\u00e9s quel travail doit \u00eatre effectu\u00e9 et quand il doit l&rsquo;\u00eatre, qu&rsquo;ils utilisent de mani\u00e8re optimale les comp\u00e9tences uniques de chaque travailleur et qu&rsquo;ils prennent en compte les demandes sp\u00e9cifiques et le retour d&rsquo;information de chaque travailleur.<br \/>\n<br \/>En outre, avec Calabrio WFM, les responsables peuvent d\u00e9sormais planifier les travailleurs sur des segments de temps plus granulaires, au lieu de se contenter de longues p\u00e9riodes de huit heures. Les agents peuvent utiliser les outils de planification en libre-service de Calabrio WFM.<\/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_603336535.jpeg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_603336535.jpeg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_603336535.jpeg 8192w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_603336535-300x200.jpeg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_603336535-1024x683.jpeg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_603336535-768x512.jpeg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_603336535-1536x1025.jpeg 1536w\" 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_6ffbb806405e5eb03cddeba4fc2dda32\"] {\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\tpadding-top: 0px !important;\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: 0px !important;\n\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<h2 class=\"wp-block-heading\">R\u00e9sultat<\/h2>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p class=\"has-text-color has-link-color wp-elements-12673b5f1ec91cd2b93010eb1ae361c2\" style=\"color:#344679\">En utilisant Calabrio WFM pour prioriser correctement et r\u00e9pondre plus rapidement aux demandes des contribuables, l&rsquo;administration fiscale finlandaise offre une exp\u00e9rience client (CX) meilleure et sup\u00e9rieure qu&rsquo;auparavant.<\/p>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p class=\"has-text-color has-link-color wp-elements-842f5d631226fc7ddf889bb98b8ea46f\" style=\"color:#344679\">Les employ\u00e9s du back-office sont aujourd&rsquo;hui plus productifs et se sentent davantage responsabilis\u00e9s parce que leur carnet de commandes est 10 \u00e0 20 % moins important qu&rsquo;auparavant, qu&rsquo;ils peuvent facilement g\u00e9rer les changements de volume quotidiens (ainsi que les fluctuations in\u00e9vitables caus\u00e9es par des saisons fiscales charg\u00e9es) et que chacun sait exactement quel travail est prioritaire \u00e0 un moment donn\u00e9.<\/p>\n<\/div>\n\n\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_99a3dc01812907be6a4d5965a3ff265b\"\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 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\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 responsables du back-office sont beaucoup plus confiants &#8211; et beaucoup moins d\u00e9boussol\u00e9s &#8211; parce qu&rsquo;ils peuvent facilement r\u00e9partir de mani\u00e8re optimale les travailleurs et les activit\u00e9s, et qu&rsquo;ils savent que m\u00eame les t\u00e2ches uniques du back-office seront ex\u00e9cut\u00e9es de la bonne mani\u00e8re et dans le bon ordre.<br \/>\n<br \/>Les responsables du back-office passent d\u00e9sormais leur temps \u00e0 diriger, soutenir et accompagner les employ\u00e9s du back-office plut\u00f4t qu&rsquo;\u00e0 planifier manuellement le travail \u00e0 effectuer.<br \/>\n<br \/>Mais les responsables de l&rsquo;administration fiscale finlandaise savent que leur CX peut \u00eatre encore meilleur. C&rsquo;est pourquoi ils se sont fix\u00e9 un objectif ambitieux : r\u00e9duire de 50 % leur temps de r\u00e9solution moyen dans les cinq ans, un objectif qu&rsquo;ils sont convaincus d&rsquo;atteindre avec l&rsquo;aide de Calabrio WFM.<\/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, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-300x217.png 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-1024x741.png 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-768x556.png 768w\" 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_99a3dc01812907be6a4d5965a3ff265b\"] {\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\tpadding-top: 0px !important;\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: 96px !important;\n\t\t\t\t\t}\n\t}\n\t<\/style>\n<\/div>\n<\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>R\u00e9sultat En utilisant Calabrio WFM pour prioriser correctement et r\u00e9pondre plus rapidement aux demandes des contribuables, l&rsquo;administration fiscale finlandaise offre une exp\u00e9rience client (CX) meilleure et sup\u00e9rieure qu&rsquo;auparavant. Les employ\u00e9s du back-office sont aujourd&rsquo;hui plus productifs et se sentent davantage responsabilis\u00e9s parce que leur carnet de commandes est 10 \u00e0 20 % moins important qu&rsquo;auparavant, [&hellip;]<\/p>\n","protected":false},"featured_media":33176,"template":"","meta":{"_acf_changed":true,"om_disable_all_campaigns":false},"case-study-category":[701],"case-study-industry":[],"class_list":["post-23160","case-study","type-case-study","status-publish","has-post-thumbnail","hentry","case-study-category-wfm-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>L&#039;administration fiscale finlandaise donne aux op\u00e9rations de back-office une finition de premi\u00e8re ligne avec Calabrio WFM | Calabrio<\/title>\n<meta name=\"description\" content=\"En utilisant Calabrio WFM, l&#039;administration fiscale finlandaise offre une exp\u00e9rience client (CX) meilleure et sup\u00e9rieure qu&#039;auparavant.\" \/>\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-sur-ladministration-fiscale-finlandaise\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u00c9tude de cas sur l&#039;administration fiscale finlandaise\" \/>\n<meta property=\"og:description\" content=\"R\u00e9sultat En utilisant Calabrio WFM pour prioriser correctement et r\u00e9pondre plus rapidement aux demandes des contribuables, l&#039;administration fiscale\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/fr\/case-study\/etude-de-cas-sur-ladministration-fiscale-finlandaise\/\" \/>\n<meta property=\"og:site_name\" content=\"Calabrio\" \/>\n<meta property=\"article:publisher\" 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