{"id":3219,"date":"2020-09-03T18:19:57","date_gmt":"2020-09-03T16:19:57","guid":{"rendered":"https:\/\/together-webzine.haulotte.com\/una-nuova-organizzazione-al-servizio-del-cliente\/"},"modified":"2021-01-12T15:44:07","modified_gmt":"2021-01-12T13:44:07","slug":"una-nuova-organizzazione-al-servizio-del-cliente","status":"publish","type":"post","link":"https:\/\/dev.refonte.together-webzine.haulotte.com\/it\/archivio-5_it\/una-nuova-organizzazione-al-servizio-del-cliente\/","title":{"rendered":"Una nuova organizzazione al servizio del cliente"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"3219\" class=\"elementor elementor-3219 elementor-761\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-4f50f236 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4f50f236\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;motion_fx_opacity_effect&quot;:&quot;yes&quot;,&quot;motion_fx_opacity_direction&quot;:&quot;in-out&quot;,&quot;motion_fx_opacity_range&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:31,&quot;end&quot;:52}},&quot;motion_fx_scale_effect&quot;:&quot;yes&quot;,&quot;motion_fx_range&quot;:&quot;viewport&quot;,&quot;motion_fx_opacity_level&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:10,&quot;sizes&quot;:[]},&quot;motion_fx_scale_direction&quot;:&quot;out-in&quot;,&quot;motion_fx_scale_speed&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:4,&quot;sizes&quot;:[]},&quot;motion_fx_scale_range&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:20,&quot;end&quot;:80}},&quot;motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-739a6453\" data-id=\"739a6453\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2578e277 elementor-widget elementor-widget-theme-post-featured-image elementor-widget-image\" data-id=\"2578e277\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"theme-post-featured-image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"2048\" height=\"1536\" src=\"https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/\u00e9quipe-digitale-services-scaled.jpg\" class=\"attachment-full size-full wp-image-2125\" alt=\"\" srcset=\"https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/\u00e9quipe-digitale-services-scaled.jpg 2048w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/\u00e9quipe-digitale-services-300x225.jpg 300w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/\u00e9quipe-digitale-services-1024x768.jpg 1024w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/\u00e9quipe-digitale-services-768x576.jpg 768w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/\u00e9quipe-digitale-services-1536x1152.jpg 1536w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/\u00e9quipe-digitale-services-1320x990.jpg 1320w\" sizes=\"(max-width: 2048px) 100vw, 2048px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-539de911 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"539de911\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-5b70f44c\" data-id=\"5b70f44c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-inner-section elementor-element elementor-element-2819ad4e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2819ad4e\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-34b6027f\" data-id=\"34b6027f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-45d36081 elementor-widget elementor-widget-image\" data-id=\"45d36081\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1\" height=\"1\" src=\"https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/picto-orange.svg\" class=\"attachment-large size-large wp-image-1111\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-37056f73\" data-id=\"37056f73\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-d5e9997 elementor-widget elementor-widget-theme-post-title elementor-page-title elementor-widget-heading\" data-id=\"d5e9997\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"theme-post-title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Una nuova organizzazione al servizio del cliente<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cb9fb71 elementor-widget elementor-widget-text-editor\" data-id=\"cb9fb71\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3>Il digital team del servizio clienti ha creato un nuovo evento per il gruppo: la settimana dell\u2019UX! (User eXperience \/ Esperienza Utente)<\/h3>\n<p>Due laboratori \u00abDesign Sprint\u00bb con partecipanti volontari provenienti da vari dipartimenti hanno consentito di individuare le linee di sviluppo dei due strumenti digitali inclusi nella nostra offerta di servizi: Easy Spare Parts e Haulotte Diag.<\/p>\n<p>Il Design Sprint \u00e8 una metodologia innovativa che mira ad accelerare la risoluzione dei problemi e a stimolare la creativit\u00e0 in ambito aziendale. L\u2019obiettivo \u00e8 di soddisfare le esigenze di utenti e clienti in modo rapido e a basso costo. Con Design Sprint, in 5 giorni un piccolo team \u00e8 in grado di passare da una problematica al test utente di un prototipo.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-13d13e0 elementor-widget elementor-widget-image\" data-id=\"13d13e0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t<figure class=\"wp-caption\">\n\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"600\" src=\"https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/design-sprint-service-client-1024x768.jpg\" class=\"attachment-large size-large wp-image-1636\" alt=\"\" srcset=\"https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/design-sprint-service-client-1024x768.jpg 1024w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/design-sprint-service-client-300x225.jpg 300w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/design-sprint-service-client-768x576.jpg 768w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/design-sprint-service-client-1536x1152.jpg 1536w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/design-sprint-service-client.jpg 2016w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t<figcaption class=\"widget-image-caption wp-caption-text\">A Design Sprint workshop driven by the Digital Services team: Mathieu Parent, Samir Timijja, Marine Fargetton and Maxime Leclerc.<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7c05651 elementor-widget elementor-widget-text-editor\" data-id=\"7c05651\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Collaboratori, clienti, partner&#8230; l\u2019intero ambiente Haulotte usa regolarmente gli strumenti messi a punto dal digital team del servizio clienti!<\/p>\n<p>Da qualche mese, il team lavora internamente al proprio riposizionamento, per poter rispondere meglio all\u2019evolversi dei bisogni. \u00ab<em>I project leader diventeranno project owner e non si occuperanno pi\u00f9 soltanto del lancio del prodotto. Ne seguiranno lo sviluppo e raccoglieranno i feedback dei vari professionisti interni per farlo evolvere in funzione delle loro attese e migliorarne le prestazioni<\/em>\u00bb, spiega il digital service manager Mathieu Parent. Questo nuovo posizionamento favorisce l\u2019ottimizzazione dei prodotti, per offrire un\u2019esperienza cliente ancora pi\u00f9 completa.<\/p>\n<h4>Progetti interconnessi<\/h4>\n<p>Questo servizio di monitoraggio costante permette di trovare soluzioni concrete per le diverse professioni interne al gruppo, ad esempio per i tecnici che utilizzano Haulotte Diag per riparare o programmare i macchinari. \u00ab<em>L\u2019applicazione Haulotte Diag deve evolversi per rispondere alle esigenze specifiche dei tecnici: realizzazione di interventi, accesso alla documentazione e conformit\u00e0 costante ai dispositivi mobili, anch\u2019essi in rapida trasformazione. Questo ci obbliga ad acquisire nuove competenze e ad adottare procedure molto pi\u00f9 agili: risultato ottenuto tramite la nuova posizione di projet owner<\/em>\u00bb, precisa Marine Fargetton, specialista in servizi tecnici &#038; supply chain.<\/p>\n<p>Per garantire il monitoraggio di tutte le soluzioni proposte, il digital team ha scelto un metodo efficace, come ci spiega Samir Timijja, responsabile dell\u2019esperienza utente. \u00ab<em>Intervistiamo clienti e dipartimenti interni per raccogliere le loro esigenze, poi redigiamo una roadmap, alla quale aggiungiamo un\u2019attenta attivit\u00e0 di sorveglianza<\/em>\u00bb. Questo riguarda tutti gli strumenti digitali, compresi i siti Internet destinati a clienti e partner come Easy Spare Parts, E Technical Information e persino la piattaforma di formazione del servizio tecnico.<\/p>\n<p>Grazie al nuovo posizionamento del digital team, i project owner possono seguire l\u2019applicazione nel tempo dei propri strumenti e ottimizzarli regolarmente. \u00ab<em>Quest\u2019evoluzione continua ci consentir\u00e0 anche di attirare nuovi utenti e nuovi clienti<\/em>\u00bb, conclude Maxime Leclerc, il cui compito \u00e8 di individuare strumenti di marketing digitale innovativi.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-125452c9 elementor-widget elementor-widget-post-navigation\" data-id=\"125452c9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"post-navigation.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-post-navigation\">\n\t\t\t<div class=\"elementor-post-navigation__prev elementor-post-navigation__link\">\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"elementor-post-navigation__next elementor-post-navigation__link\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-35989c0d\" data-id=\"35989c0d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-inner-section elementor-element elementor-element-13a7bfb2 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"13a7bfb2\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-66ea6218\" data-id=\"66ea6218\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1084a76c elementor-widget elementor-widget-image\" data-id=\"1084a76c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1\" height=\"1\" src=\"https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/picto-orange.svg\" class=\"attachment-large size-large wp-image-1111\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-7f82c9f7\" data-id=\"7f82c9f7\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5f4a22de elementor-widget elementor-widget-heading\" data-id=\"5f4a22de\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Leggi anche<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<script>\n\t\t\t\t(function($) {\n                    \"use strict\";\n\n                    var target = $('.elementor-element-539de911');\n\n                    \n                    var EaelParallaxElement = {\n\n\t\t\t\t\t\tinit: function() {\n\t\t\t\t\t\t\telementorFrontend.hooks.addAction('frontend\/element_ready\/global', EaelParallaxElement.initWidget);\n\t\t\t\t\t\t},\n                        responsiveParallax: function(){\n                            var android = 1,\n                                ios = 1;\n                            switch( true || 1 ){\n                                case android && ios:\n                                    return \/iPad|iPhone|iPod|Android\/;\n                                    break;\n                                case android && ! 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