{"id":62920,"date":"2021-09-20T11:37:00","date_gmt":"2021-09-20T11:37:00","guid":{"rendered":"https:\/\/kepner-tregoe.com\/about\/client-success-stories\/customer-obsessed-microsoft-customer-service-support-embraces-the-gold-standard-in-problem-solving\/"},"modified":"2026-01-23T15:43:09","modified_gmt":"2026-01-23T15:43:09","slug":"customer-obsessed-microsoft-customer-service-support-embraces-the-gold-standard-in-problem-solving","status":"publish","type":"client-success-story","link":"https:\/\/kepner-tregoe.com\/fr\/about\/client-success-stories\/customer-obsessed-microsoft-customer-service-support-embraces-the-gold-standard-in-problem-solving\/","title":{"rendered":"Au service du client : Microsoft Customer Service adopte la r\u00e9f\u00e9rence en mati\u00e8re de r\u00e9solution de probl\u00e8mes"},"content":{"rendered":"\n<h3 class=\"wp-block-heading\" id=\"h-client\">Client<\/h3>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"238\" height=\"68\" src=\"https:\/\/kepner-tregoe.com\/wp-content\/uploads\/2025\/07\/Microsoft-Logo-1.png\" alt=\"Logo Microsoft\" class=\"wp-image-6654\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">L\u2019organisation Customer Service & Support (CSS) de Microsoft accompagne, conseille et assiste les clients dans leur utilisation des produits et services Microsoft \u00e0 travers le monde, offrant un support dans 41 langues et 191 pays. Avec 8 milliards d\u2019interactions clients chaque ann\u00e9e \u2013 via l\u2019assistance directe, virtuelle ou communautaire \u2013 les experts techniques et professionnels du service client (CSS) disposent d\u2019une expertise unique sur l\u2019utilisation des produits, services et p\u00e9riph\u00e9riques. Ces connaissances se traduisent par des am\u00e9liorations orient\u00e9es client dans l\u2019ensemble de l\u2019offre Microsoft.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Lorsque Satya Nadella a pris la direction de Microsoft en 2014, il a mis en place une strat\u00e9gie de \u00ab Growth Mindset\u00a0\u00bb, soulignant l\u2019importance d\u2019une culture centr\u00e9e sur la satisfaction client et l\u2019engagement envers la formation continue. Depuis, la valeur de l\u2019entreprise a presque tripl\u00e9, et CSS s\u2019est associ\u00e9 \u00e0 Kepner-Tregoe (KT) afin d\u2019am\u00e9liorer l\u2019accompagnement des clients en int\u00e9grant les processus KT \u2013 consid\u00e9r\u00e9s comme la \u00ab r\u00e9f\u00e9rence absolue \u00bb en mati\u00e8re de r\u00e9solution de probl\u00e8mes. Gr\u00e2ce \u00e0 une combinaison de formations et de coachings ax\u00e9s sur l\u2019application pratique, Microsoft int\u00e8gre la m\u00e9thodologie KT dans les syst\u00e8mes et indicateurs CSS \u00e0 l\u2019\u00e9chelle mondiale.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-the-project\">Le projet<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Microsoft a fait appel \u00e0 Kepner-Tregoe pour mettre en \u0153uvre l\u2019ensemble des processus rationnels de KT, afin de permettre \u00e0 ses ing\u00e9nieurs et conseillers de trier, clarifier et prioriser efficacement les incidents, d\u2019identifier avec pr\u00e9cision et rapidit\u00e9 la cause racine des probl\u00e8mes clients, de d\u00e9cider des meilleures actions \u00e0 entreprendre et de limiter les pr\u00e9occupations futures des clients. KT a apport\u00e9 une approche coh\u00e9rente et reproductible, permettant \u00e0 CSS de r\u00e9soudre les probl\u00e8mes clients de mani\u00e8re plus efficace et efficiente, en accord avec la strat\u00e9gie de Satya Nadella visant \u00e0 d\u00e9velopper une culture centr\u00e9e sur le client.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-primary-goals\">Objectifs principaux<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>R\u00e9duire le DTS (jours n\u00e9cessaires \u00e0 la r\u00e9solution)<\/li>\n\n\n\n<li>R\u00e9duire le TMPI (temps en minutes par incident \/ effort net)<\/li>\n\n\n\n<li>Am\u00e9liorer la satisfaction client<\/li>\n\n\n\n<li>Renforcer la collaboration au sein des \u00e9quipes<\/li>\n\n\n\n<li>Favoriser une culture centr\u00e9e sur le client<\/li>\n\n\n\n<li>Mettre en \u0153uvre une exp\u00e9rience de traitement des incidents exemplaire<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-initial-results\">R\u00e9sultats initiaux<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Pour mesurer l\u2019impact du projet de formation et d\u2019accompagnement KT aupr\u00e8s des clients de CSS, des indicateurs cl\u00e9s ont \u00e9t\u00e9 relev\u00e9s 12 semaines avant et 12 semaines apr\u00e8s les programmes de formation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">R\u00e9sultats des am\u00e9liorations globales au cours de la premi\u00e8re ann\u00e9e :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Le DTS total a diminu\u00e9 en moyenne d\u2019environ 1 jour par incident<\/li>\n\n\n\n<li>Le TMPI total a diminu\u00e9 en moyenne d\u2019environ 27 minutes par incident<\/li>\n\n\n\n<li>La satisfaction client a progress\u00e9 de 3,3 %<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-beyond-technical-training\">Au-del\u00e0 de la formation technique<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Le programme KT renforce l\u2019engagement de CSS \u00e0 offrir un support d\u2019excellence \u00e0 ses clients. Les participants aux sessions de formation provenaient de diff\u00e9rentes unit\u00e9s support, permettant aux ing\u00e9nieurs et aux managers de partager leurs exp\u00e9riences avec des coll\u00e8gues de l\u2019ensemble de l\u2019entreprise. La formation KT s\u2019accompagne d\u2019un coaching sur le terrain, d\u2019une certification, ainsi que de sessions de management visant \u00e0 sensibiliser et \u00e0 ancrer de nouveaux comportements sur le lieu de travail.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En plus de mesurer l\u2019impact sur l\u2019efficacit\u00e9 et la satisfaction client, Microsoft suit \u00e9galement la satisfaction des employ\u00e9s vis\u2011\u00e0\u2011vis du programme. Les sessions de formation KT ont re\u00e7u une note d\u2019approbation de 92 % de la part des ing\u00e9nieurs et managers ayant suivi la formation. <\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"600\" height=\"309\" src=\"https:\/\/kepner-tregoe.com\/wp-content\/uploads\/2025\/07\/KT_Customer-Obsessed_Public-Final-3.jpg\" alt=\"es sessions de formation KT ont re\u00e7u une note d\u2019approbation de 92 % de la part des ing\u00e9nieurs et managers ayant suivi la formation.\" class=\"wp-image-6642\" srcset=\"https:\/\/kepner-tregoe.com\/wp-content\/uploads\/2025\/07\/KT_Customer-Obsessed_Public-Final-3.jpg 600w, https:\/\/kepner-tregoe.com\/wp-content\/uploads\/2025\/07\/KT_Customer-Obsessed_Public-Final-3-300x155.jpg 300w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/figure>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u00ab Un contenu \u00e0 la fois instructif et captivant, un formateur exceptionnel et un groupe riche et diversifi\u00e9. Nous avons eu des discussions intenses et argument\u00e9es, apportant une r\u00e9elle valeur ajout\u00e9e pour moi. \u00bb<\/p>\n<\/blockquote>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u00ab La session de formation a \u00e9t\u00e9 tr\u00e8s interactive, bien plus que toutes les autres formations auxquelles j\u2019ai particip\u00e9. Beaucoup de travail en \u00e9quipe, ce qui est ind\u00e9niablement un plus\u2026 cela m\u2019a permis de me connecter avec des personnes d\u2019autres \u00e9quipes et de collaborer. \u00bb<\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-sustaining-the-focus-on-the-customer\">Maintenir le focus sur le client<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">L\u2019\u00e9quipe du programme CSS poursuit les am\u00e9liorations en partageant des \u00e9tudes de cas Microsoft avec les \u00ab\u00a0KT Champions\u00a0\u00bb, afin d\u2019approfondir l\u2019utilisation des processus KT. Des programmes de reconnaissance \u2013 sous forme de badges num\u00e9riques, d\u2019un site SharePoint et d\u2019une newsletter mettant en lumi\u00e8re les applications des processus KT \u2013 offrent diverses opportunit\u00e9s de diffuser les connaissances et les bonnes pratiques \u00e0 travers les unit\u00e9s op\u00e9rationnelles et les sites.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">CSS a int\u00e9gr\u00e9 les processus KT dans ses outils pour formaliser l\u2019application de la m\u00e9thodologie dans les workflows, optimisant ainsi la documentation, la communication et les handovers. Cette approche solide visant \u00e0 am\u00e9liorer l\u2019exp\u00e9rience client par la formation, le coaching, l\u2019int\u00e9gration et la valorisation de l\u2019utilisation des m\u00e9thodes KT a \u00e9t\u00e9 pleinement adopt\u00e9e au sein de CSS.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00c0 la fin du parcours, plus de 7 000 membres de l\u2019\u00e9quipe CSS utiliseront les outils du processus KT pour r\u00e9duire les d\u00e9lais de r\u00e9solution, maximiser la satisfaction client et renforcer la culture centr\u00e9e sur le client \u2013 le tout pour offrir une exp\u00e9rience de support encore meilleure aux clients de Microsoft.<\/p>\n","protected":false},"author":8,"featured_media":6621,"template":"","client-success-story-category":[322],"class_list":["post-62920","client-success-story","type-client-success-story","status-publish","has-post-thumbnail","hentry","client-success-story-category-it-communication-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.7) - 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