{"id":12986,"date":"2021-04-20T13:24:35","date_gmt":"2021-04-20T13:24:35","guid":{"rendered":"http:\/\/technosoftautomotive.com\/fr-fr\/?page_id=12986"},"modified":"2024-07-04T06:35:26","modified_gmt":"2024-07-04T06:35:26","slug":"plaza-toyota-achieving-high-productivity-and-transforming-customer-experience","status":"publish","type":"page","link":"http:\/\/technosoftautomotive.com\/fr-fr\/plaza-toyota-achieving-high-productivity-and-transforming-customer-experience","title":{"rendered":"Plaza Toyota : Atteindre une productivit\u00e9 \u00e9lev\u00e9e et transformer l&#8217;exp\u00e9rience client | \u00c9tude de cas automobile"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"12986\" class=\"elementor elementor-12986\" data-elementor-settings=\"[]\">\n\t\t\t\t\t\t\t<div class=\"elementor-section-wrap\">\n\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5c6c078 elementor-section-boxed 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href=\"https:\/\/technosoftautomotive.com\/fr-fr\/automotive-case-studies\/\">\u00c9tudes de cas automobiles<\/a><\/li>\n \t<li class=\"pp-breadcrumbs-separator\"><span class=\"pp-breadcrumbs-separator-text pp-breadcrumbs-separator-text\">&gt;<\/span><\/li>\n \t<li class=\"\">\n<div class=\"\" title=\"Plaza Toyota: Achieving High Productivity and Transforming Customer Experience | Automotive Case Study\">Plaza Toyota : Atteindre une productivit\u00e9 \u00e9lev\u00e9e et transformer l&#8217;exp\u00e9rience client | \u00c9tude de cas automobile<\/div><\/li>\n<\/ul>\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\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-12536109 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"12536109\" data-element_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-33 elementor-top-column elementor-element elementor-element-13cde961\" data-id=\"13cde961\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b78508d elementor-widget elementor-widget-heading\" data-id=\"b78508d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Plaza Toyota : Atteindre une productivit\u00e9 \u00e9lev\u00e9e et transformer l'exp\u00e9rience client | \u00c9tude de cas automobile<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0cd8e2b elementor-widget elementor-widget-image\" data-id=\"0cd8e2b\" data-element_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 width=\"800\" height=\"300\" src=\"https:\/\/technosoftautomotive.com\/fr-fr\/wp-content\/uploads\/2021\/05\/Plaza-Toyota_Customer-Experience_Automotive-Case-Study_Dealer_Management_SystemDMS_Yana-Automotive-Solution_Technosoft_Automotive_mobile-1024x384.png\" class=\"attachment-large size-large\" alt=\"Plaza Toyota_Customer Experience_Automotive Case Study_Dealer_Management_SystemDMS_Yana-Automotive-Solution_Technosoft_Automotive_mobile\" loading=\"lazy\" srcset=\"https:\/\/technosoftautomotive.com\/fr-fr\/wp-content\/uploads\/2021\/05\/Plaza-Toyota_Customer-Experience_Automotive-Case-Study_Dealer_Management_SystemDMS_Yana-Automotive-Solution_Technosoft_Automotive_mobile-1024x384.png 1024w, https:\/\/technosoftautomotive.com\/fr-fr\/wp-content\/uploads\/2021\/05\/Plaza-Toyota_Customer-Experience_Automotive-Case-Study_Dealer_Management_SystemDMS_Yana-Automotive-Solution_Technosoft_Automotive_mobile-300x113.png 300w, https:\/\/technosoftautomotive.com\/fr-fr\/wp-content\/uploads\/2021\/05\/Plaza-Toyota_Customer-Experience_Automotive-Case-Study_Dealer_Management_SystemDMS_Yana-Automotive-Solution_Technosoft_Automotive_mobile-768x288.png 768w, https:\/\/technosoftautomotive.com\/fr-fr\/wp-content\/uploads\/2021\/05\/Plaza-Toyota_Customer-Experience_Automotive-Case-Study_Dealer_Management_SystemDMS_Yana-Automotive-Solution_Technosoft_Automotive_mobile-16x6.png 16w, https:\/\/technosoftautomotive.com\/fr-fr\/wp-content\/uploads\/2021\/05\/Plaza-Toyota_Customer-Experience_Automotive-Case-Study_Dealer_Management_SystemDMS_Yana-Automotive-Solution_Technosoft_Automotive_mobile.png 1500w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\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<div class=\"elementor-element elementor-element-30c2c77 elementor-widget elementor-widget-text-editor\" data-id=\"30c2c77\" data-element_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<p><strong>Aper\u00e7u de l&#8217;entreprise<\/strong><\/p><p>Plaza Toyota est un important concessionnaire agr\u00e9\u00e9 Toyota en Indon\u00e9sie, exploitant 7 concessions dans 3 grandes villes. La mission de Plaza Toyota est d&#8217;\u00eatre un concessionnaire Toyota de r\u00e9f\u00e9rence en offrant une excellente exp\u00e9rience client en mati\u00e8re de vente et de service apr\u00e8s-vente, gr\u00e2ce \u00e0 des processus de classe mondiale et des services \u00e0 la client\u00e8le.<\/p><p>Pour atteindre une croissance continue et durable, Plaza Toyota s&#8217;efforce d&#8217;offrir la meilleure exp\u00e9rience client possible gr\u00e2ce \u00e0 une exp\u00e9rience d&#8217;achat de v\u00e9hicule fluide et un acc\u00e8s pratique \u00e0 des services apr\u00e8s-vente de haute qualit\u00e9.<\/p><p><strong>d\u00e9fis<\/strong><br \/>Avant d&#8217;impl\u00e9menter la nouvelle g\u00e9n\u00e9ration de syst\u00e8mes de gestion de concessionnaires (DMS) de Technosoft Automotive, Plaza Toyota disposait de plusieurs syst\u00e8mes distincts pour les ventes, le service apr\u00e8s-vente, les pi\u00e8ces d\u00e9tach\u00e9es et la comptabilit\u00e9.<br \/>Par cons\u00e9quent, beaucoup de temps \u00e9tait perdu pour partager et synchroniser les informations entre les diff\u00e9rents d\u00e9partements, qu&#8217;il s&#8217;agisse des donn\u00e9es sur les clients et les v\u00e9hicules ou de l&#8217;historique des pi\u00e8ces d\u00e9tach\u00e9es et des services. La gestion de la relation client (CRM) \u00e9tait une fonction manuelle.<br \/>Les syst\u00e8mes n&#8217;\u00e9tant pas h\u00e9berg\u00e9s en interne, Plaza Toyota souffrait d&#8217;un temps de connexion trop long et d&#8217;une r\u00e9ponse trop lente. La possibilit\u00e9 de personnaliser les fonctionnalit\u00e9s des syst\u00e8mes pour g\u00e9n\u00e9rer des rapports sur les op\u00e9rations commerciales \u00e9tait tr\u00e8s limit\u00e9e.<\/p><p><strong>Solution<\/strong><\/p><p>Plaza Toyota a choisi les syst\u00e8mes de gestion des concessionnaires Technosoft Yana, la solution automobile de nouvelle g\u00e9n\u00e9ration bas\u00e9e sur Microsoft Dynamics CRM.<\/p><p>Les raisons de choisir la solution de vente au d\u00e9tail automobile Technosoft \u00e9taient :<\/p><ul><li>Compl\u00e9tude de la solution pour les processus de bout en bout du DMS<\/li><li>Engagement client multi-canal<\/li><li>Expertise approfondie de Technosoft dans la vente au d\u00e9tail automobile<\/li><li>Ouverture et \u00e9volutivit\u00e9 de la solution<\/li><li>Facilit\u00e9 d&#8217;int\u00e9gration avec d&#8217;autres syst\u00e8mes<\/li><\/ul><p>Avec un syst\u00e8me plus rapide, plus flexible et int\u00e9gr\u00e9 de mani\u00e8re transparente, Plaza Toyota est d\u00e9sormais en mesure de g\u00e9n\u00e9rer des rapports et de cr\u00e9er des tableaux de bord qui permettent \u00e0 toutes ses concessions de partager des informations \u00e0 360 degr\u00e9s sur les v\u00e9hicules et les clients. Le nouveau syst\u00e8me est tr\u00e8s convivial, ce qui rend son personnel plus productif et lui permet de fournir \u00e0 ses clients une exp\u00e9rience unique de la marque Plaza Toyota.<\/p><p><strong>Avantages &#8211; Am\u00e9lioration continue de l&#8217;op\u00e9ration du concessionnaire<\/strong><\/p><p>Un an plus tard, Plaza Toyota est devenu un concessionnaire de r\u00e9f\u00e9rence pour Toyota au niveau mondial. Des visiteurs du si\u00e8ge de Toyota et des concessionnaires Toyota du monde entier se rendent d\u00e9sormais sur Plaza Toyota pour d\u00e9couvrir leurs meilleures pratiques.<\/p><p>Lors de chaque visite, M. Santoso, responsable informatique de Plaza Toyota, explique l&#8217;impact des solutions Technosoft Automotive Retail Solutions sur les op\u00e9rations de ses concessionnaires. Il explique \u00e9galement comment Plaza Toyota atteint un haut niveau de transparence dans son r\u00e9seau de concessionnaires et am\u00e9liore divers indicateurs cl\u00e9s de performance (KPI).<\/p><p>Depuis l&#8217;impl\u00e9mentation des solutions de Technosoft Automotive, Plaza Toyota a r\u00e9alis\u00e9 des b\u00e9n\u00e9fices op\u00e9rationnels majeurs :<\/p><ul><li>Augmentation de la productivit\u00e9 des ateliers et r\u00e9duction du temps de r\u00e9paration<\/li><li>Am\u00e9lioration de l&#8217;utilisation des aires de service<\/li><li>R\u00e9duction des niveaux de stocks de pi\u00e8ces d\u00e9tach\u00e9es<\/li><li>Tenir les clients inform\u00e9s de l&#8217;\u00e9tat de leur v\u00e9hicule<\/li><li>Augmentation de la r\u00e9tention des services<\/li><\/ul><p>&#8220;Nous nous effor\u00e7ons constamment de r\u00e9duire les redondances et de rechercher des possibilit\u00e9s d&#8217;am\u00e9lioration de nos op\u00e9rations. Il est fondamental pour Dealer Operation Kaizen de disposer d&#8217;un syst\u00e8me de gestion des concessionnaires \u00e0 la pointe de la technologie qui fournit des informations en temps r\u00e9el sur nos indicateurs cl\u00e9s de performance op\u00e9rationnels. Le syst\u00e8me doit \u00e9galement \u00eatre flexible pour permettre la mise en \u0153uvre d&#8217;am\u00e9liorations des processus sans effort majeur de configuration&#8221;, explique M. Santoso.<\/p><blockquote><p>&#8220;Le nouveau syst\u00e8me de gestion des concessionnaires Technosoft est tr\u00e8s convivial. Il nous aide \u00e0 augmenter la productivit\u00e9 de nos op\u00e9rations et \u00e0 offrir la meilleure exp\u00e9rience \u00e0 nos clients. Nous sommes tr\u00e8s satisfaits du partenariat avec Technosoft Automotive.&#8221; &#8211; M. Singgih, directeur financier de Plaza Toyota<\/p><\/blockquote><p><strong>Offrir l&#8217;Omotenashi &#8211; une exp\u00e9rience client sinc\u00e8re<\/strong><\/p><p>Gr\u00e2ce aux solutions de Technosoft Automotive, Plaza Toyota est maintenant en mesure de r\u00e9aliser les avantages d&#8217;une strat\u00e9gie ax\u00e9e sur la connaissance du client et de nouvelles fa\u00e7ons de personnaliser l&#8217;exp\u00e9rience. Les entreprises japonaises appellent cette approche de l&#8217;exp\u00e9rience client compl\u00e8te &#8220;Omotenashi&#8221;.<\/p><p>Le fait de disposer d&#8217;une vision \u00e0 360 degr\u00e9s du client permet \u00e0 Plaza Toyota de:<\/p><ul><li>saisir les points de contact avec le client et les donn\u00e9es relatives \u00e0 la relation<\/li><li>Personnaliser ses offres et ses recommandations de produits<\/li><li>Offrir une exp\u00e9rience coh\u00e9rente de la marque \u00e0 ses clients dans toutes ses succursales<\/li><li>Engager ses clients par le biais de nouveaux canaux tels que les SMS et les m\u00e9dias sociaux<\/li><li>Obtenir un indice de satisfaction client (CSI) plus \u00e9lev\u00e9.<\/li><\/ul><p>Plaza Toyota peut \u00e9galement concentrer efficacement toutes ses fonctions commerciales sur l&#8217;objectif ultime de fid\u00e9liser ses clients \u00e0 vie &#8211; du premier contact \u00e0 l&#8217;ensemble du cycle de vie du client.<\/p><p>&#8220;J&#8217;adore la fonction de rappel de service de la solution. Elle nous permet de rester en contact \u00e9troit avec nos clients par SMS en programmant des suivis bas\u00e9s sur les intervalles de service. Nous pouvons \u00e9galement leur envoyer des v\u0153ux d&#8217;anniversaire personnalis\u00e9s ou des promotions&#8221;, commente M. Santoso.<\/p><p>&#8220;Une autre valeur importante des solutions de Technosoft Automotive est la profondeur et l&#8217;\u00e9tendue de leur expertise dans le domaine de l&#8217;automobile. Leur grande exp\u00e9rience avec les entreprises de notre secteur apporte une connaissance approfondie et une vision que d&#8217;autres fournisseurs n&#8217;offrent tout simplement pas.&#8221;<\/p><p><strong>Perspectives &#8211; Enrichir les exp\u00e9riences clients \u00e0 l&#8217;avenir<\/strong><\/p><p>En plus de s&#8217;assurer qu&#8217;elle fournit constamment des niveaux \u00e9lev\u00e9s d&#8217;exp\u00e9rience client dans ses succursales existantes et futures, Plaza Toyota \u00e9tendra l&#8217;exp\u00e9rience aux appareils mobiles des propri\u00e9taires de voitures gr\u00e2ce \u00e0 &#8220;Otoleap&#8221; &#8211; la derni\u00e8re application de Technosoft pour les concessionnaires automobiles pour l&#8217;engagement des clients. Otoleap permet aux propri\u00e9taires de voitures d&#8217;interagir avec Plaza Toyota \u00e0 tout moment et en tout lieu, ce qui permet d&#8217;atteindre un niveau sup\u00e9rieur en mati\u00e8re de r\u00e9servation de services, d&#8217;enqu\u00eates, de campagnes et de gestion de la fid\u00e9lit\u00e9.<\/p><p>&#8220;Nous sommes tr\u00e8s heureux de notre partenariat avec Technosoft Automotive. Nous sommes impatients d&#8217;\u00e9tendre le syst\u00e8me en d\u00e9ployant l&#8217;application mobile d&#8217;engagement des propri\u00e9taires de voitures &#8220;Otoleap&#8221; de Technosoft. Cela nous aidera \u00e0 nous connecter avec nos clients via leurs appareils mobiles et \u00e0 am\u00e9liorer la pr\u00e9visibilit\u00e9 des r\u00e9servations de services ainsi que la productivit\u00e9 des ateliers en dehors des heures de pointe&#8221;, a conclu M. Santoso.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-939628e elementor-align-left elementor-mobile-align-center paoc-pro-popup-cust-13968 elementor-widget elementor-widget-button\" data-id=\"939628e\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a href=\"#\" class=\"elementor-button-link elementor-button elementor-size-sm\" role=\"button\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon elementor-align-icon-left\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-download\"><\/i>\t\t\t<\/span>\n\t\t\t\t\t\t<span class=\"elementor-button-text\">T\u00e9l\u00e9charger t\u00e9moignages clients<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8018e4f elementor-widget elementor-widget-text-editor\" data-id=\"8018e4f\" data-element_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<div class=\"paoc-pro-shortcode-preview\"><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3503652 elementor-widget elementor-widget-text-editor\" data-id=\"3503652\" data-element_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<strong>En savoir plus !<\/strong>\n\nSi vous souhaitez en savoir plus sur Technosoft Yana DMS,\ncontactez-nous \u00e0 <a href=\"mailto:fr.marketing@technosoftautomotive.com\">fr.marketing@technosoftautomotive.com<\/a>\n\nou planifiez une d\u00e9monstration de produit de 30 minutes avec nous d\u00e8s aujourd&#8217;hui !\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d19789f 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transformer l&#8217;exp\u00e9rience client | \u00c9tude de cas automobile Plaza Toyota : Atteindre une productivit\u00e9 \u00e9lev\u00e9e et transformer l&#8217;exp\u00e9rience client | \u00c9tude de cas automobile Aper\u00e7u de l&#8217;entreprise Plaza Toyota est un important concessionnaire agr\u00e9\u00e9 Toyota en Indon\u00e9sie, [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":14952,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v17.7.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Plaza Toyota : Transformer l&#039;exp\u00e9rience client | \u00c9tude de cas automobile<\/title>\n<meta name=\"description\" content=\"Plaza Toyota utilise le syst\u00e8me de gestion des concessionnaires Technosoft Yana pour obtenir des informations pratiques sur les clients et leur offrir une exp\u00e9rience personnalis\u00e9e gr\u00e2ce \u00e0 des 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