{"id":3327,"date":"2020-09-03T18:30:37","date_gmt":"2020-09-03T16:30:37","guid":{"rendered":"https:\/\/together-webzine.haulotte.com\/uma-nova-organizacao-par-o-atendimento-ao-cliente\/"},"modified":"2021-01-12T16:51:31","modified_gmt":"2021-01-12T14:51:31","slug":"uma-nova-organizacao-par-o-atendimento-ao-cliente","status":"publish","type":"post","link":"https:\/\/dev.refonte.together-webzine.haulotte.com\/pt-br\/arquivos-5_br\/uma-nova-organizacao-par-o-atendimento-ao-cliente\/","title":{"rendered":"Uma nova organiza\u00e7\u00e3o par o atendimento ao cliente"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"3327\" class=\"elementor elementor-3327 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 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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\">Uma nova organiza\u00e7\u00e3o par o atendimento ao 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>A equipe de atendimento digital ao cliente criou um novo evento para o grupo: a semana de UX! (User eXperience \/ Experi\u00eancia do Usu\u00e1rio)<\/h3>\n<p>Dois workshops &#8220;Design Sprint&#8221;, compostos por participantes volunt\u00e1rios de diferentes departamentos de atendimento, ajudaram a identificar as \u00e1reas a serem desenvolvidas em duas ferramentas digitais oferecidas em nosso atendimento: Easy Spare Parts e Haulotte Diag.<\/p>\n<p>O Design Sprint \u00e9 um m\u00e9todo de inova\u00e7\u00e3o que visa acelerar a resolu\u00e7\u00e3o de problemas e a criatividade nos neg\u00f3cios. O objetivo \u00e9 responder \u00e0s necessidades dos usu\u00e1rios e clientes com rapidez e baixo custo. Com os Designs Sprints, em 5 dias, uma pequena equipe passa de um problema para o teste de uso de um prot\u00f3tipo.<\/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>Colaboradores, clientes, parceiros&#8230; todo o ambiente Haulotte utiliza regularmente as ferramentas desenvolvidas pela equipe digital de atendimento ao cliente!<\/p>\n<p>A equipe est\u00e1 trabalhando h\u00e1 alguns meses internamente para repensar seu posicionamento, a fim de responder melhor \u00e0s mudan\u00e7as nas necessidades. &#8220;<em>Os Project Leaders est\u00e3o se tornando Project Owners, ou seja, n\u00e3o est\u00e3o mais limitados ao lan\u00e7amento do produto. Eles acompanham, coletam feedback das negocia\u00e7\u00f5es para evoluir de acordo com as expectativas e assim melhoram seu desempenho<\/em>&#8220;, explica Mathieu Parent, Gerente de Servi\u00e7os Digitais. Esse novo posicionamento promove a otimiza\u00e7\u00e3o dos produtos, a fim de oferecer uma experi\u00eancia ao cliente ainda mais completa.<\/p>\n<h4>Projetos interconectados<\/h4>\n<p>A implementa\u00e7\u00e3o desse acompanhamento cont\u00ednuo torna poss\u00edvel fornecer solu\u00e7\u00f5es concretas para os v\u00e1rios neg\u00f3cios do grupo, por exemplo, para os t\u00e9cnicos que usam o Haulotte Diag para solucionar problemas ou programar as m\u00e1quinas. &#8220;<em>\u00c9 necess\u00e1rio atualizar o aplicativo Haulotte Diag para que ele atenda \u00e0s necessidades adicionais dos t\u00e9cnicos; implementa\u00e7\u00e3o da interven\u00e7\u00e3o, acesso \u00e0 documenta\u00e7\u00e3o e que ele permane\u00e7a sempre alinhado com os ambientes m\u00f3veis, que mudam rapidamente. Isso nos for\u00e7a a atualizar nossas habilidades, a estabelecer um processo muito mais \u00e1gil: \u00e9 isso que traz nossa nova posi\u00e7\u00e3o como Project Owner<\/em>&#8221; especifica Marine Fargetton, especializada em Servi\u00e7o T\u00e9cnico e Cadeia de Suprimentos.<\/p>\n<p>Para garantir o acompanhamento de todas as solu\u00e7\u00f5es propostas, a equipe digital implementa um m\u00e9todo eficaz, conforme afirma Samir Timijja, respons\u00e1vel pela experi\u00eancia do usu\u00e1rio. &#8220;<em>Entrevistamos clientes e empresas para reunir suas necessidades, depois escrevemos um plano, ao qual adicionamos muita vigil\u00e2ncia estrat\u00e9gica<\/em>&#8220;. Todas as ferramentas digitais est\u00e3o envolvidas, mesmo sites destinados a clientes e parceiros, como Easy Spare Parts, E Technical Information ou mesmo a plataforma de treinamento para atendimento.<\/p>\n<p>Gra\u00e7as ao novo posicionamento da equipe digital de atendimento, os Project Owners poder\u00e3o monitorar a implementa\u00e7\u00e3o de suas ferramentas ao longo do tempo e otimiz\u00e1-las regularmente. &#8220;<em>Essa evolu\u00e7\u00e3o cont\u00ednua tamb\u00e9m nos permitir\u00e1 atrair novos usu\u00e1rios e novos clientes<\/em>&#8221; conclui Maxime Leclerc, cuja miss\u00e3o \u00e9 identificar novas ferramentas de marketing digital.<\/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\">Leia tamb\u00e9m<\/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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