{"id":43548,"date":"2025-04-17T15:13:24","date_gmt":"2025-04-17T14:13:24","guid":{"rendered":"https:\/\/shortways.com\/?page_id=43548"},"modified":"2025-08-29T15:32:53","modified_gmt":"2025-08-29T14:32:53","slug":"orange-ticketing","status":"publish","type":"page","link":"https:\/\/shortways.com\/fr\/orange-ticketing\/","title":{"rendered":"Orange : La d\u00e9marche de ticketing m\u00e9tier innovante"},"content":{"rendered":"

[et_pb_section fb_built=”1″ fullwidth=”on” _builder_version=”4.27.0″ _module_preset=”default” background_enable_image=”off” locked=”off” global_colors_info=”{}”][et_pb_fullwidth_slider _builder_version=”4.27.4″ _module_preset=”default” custom_padding=”125px||125px||true|false” global_colors_info=”{}”][et_pb_slide heading=”La d\u00e9marche de ticketing m\u00e9tier innovante” use_bg_overlay=”on” use_text_overlay=”on” text_border_radius=”10px” _builder_version=”4.27.4″ _module_preset=”default” header_level=”h2″ header_font_size=”55px” background_enable_color=”off” background_image=”https:\/\/shortways.com\/wp-content\/uploads\/2025\/04\/fond-business-case-orange.png” background_enable_image=”on” global_colors_info=”{}” sticky_transition=”on”]<\/p>\n

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[\/et_pb_slide][\/et_pb_fullwidth_slider][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ _module_preset=”default” locked=”off” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_testimonial author=”Magali THOMAS” job_title=”Consultante Solutions Senior” company_name=”Orange” portrait_url=”https:\/\/shortways.com\/wp-content\/uploads\/2025\/03\/Magali-Thomas.png” _builder_version=”4.27.4″ _module_preset=”default” text_orientation=”center” global_colors_info=”{}”]<\/p>\n

En offrant la possibilit\u00e9 de capter automatiquement des donn\u00e9es sur l’\u00e9cran de l’utilisateur, et en lui \u00e9pargnant de les saisir, Smart Ticketing permet \u00e0 notre \u00e9quipe support d\u2019obtenir des tickets plus qualitatifs. C\u2019est vraiment l’argument final qui l’a emport\u00e9.<\/p>\n

[\/et_pb_testimonial][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_3,2_3″ admin_label=”Solution” _builder_version=”4.16″ _module_preset=”default” custom_padding=”40px|0px|40px||true|” global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb title=”Contexte & enjeux” use_icon=”on” font_icon=”k||divi||400″ icon_color=”#38abdd” _builder_version=”4.27.4″ _module_preset=”default” header_level=”h2″ header_font_size=”19px” text_orientation=”center” custom_margin=”85px||85px||true|false” custom_margin_tablet=”0px||0px||true|false” custom_margin_phone=”” custom_margin_last_edited=”on|phone” global_colors_info=”{}”]<\/p>\n

Fluidifier le support tout en optimisant l\u2019exp\u00e9rience utilisateurs<\/p>\n

[\/et_pb_blurb][\/et_pb_column][et_pb_column type=”2_3″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” header_2_text_color=”#38ABDD” header_3_text_color=”#38ABDD” header_3_font_size=”23px” header_4_text_color=”#38abdd” global_colors_info=”{}”]<\/p>\n

Optimiser le support m\u00e9tier avec Smart Ticketing et l’exp\u00e9rience utilisateurs<\/strong><\/h3>\n
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D\u00e8s 2016, Orange a initi\u00e9 le d\u00e9ploiement de la solution Oracle <\/span>ERP Cloud dans le cadre de sa <\/span>strat\u00e9gie de digitalisation <\/span><\/b>\u00e0 <\/span>l\u2019\u00e9chelle du Groupe.<\/span>\u200b<\/p>\n
En France, ce sont ainsi plus de 8 000 demandeurs d\u2019achat, <\/span>occasionnels et professionnels, qui utilisent l\u2019ERP et \u00e9crivent \u00e0 la <\/span>hotline Achats en cas de question m\u00e9tier.<\/span>\u200b<\/p>\n
En 2024, afin d\u2019optimiser le processus de support et offrir plus de <\/span>confort \u00e0 ses utilisateurs, Orange d\u00e9cide de cod\u00e9velopper la <\/span>solution Smart <\/span>Ticketing<\/span> avec Shortways.<\/span><\/p>\n
Le projet pr\u00e9sente donc 3 enjeux :<\/p>\n
\n
Garder l\u2019utilisateur dans son application m\u00e9tier <\/span><\/span><\/strong>pour cr\u00e9er un <\/span><\/span>ticket<\/span><\/span><\/span><\/li>\n
Offrir un espace d\u00e9di\u00e9 <\/span><\/b>dans leur outil pour acc\u00e9der <\/span>\u00e0 <\/span><\/b>l\u2019historique des messages
<\/span><\/b><\/li>\n
Fournir aux \u00e9quipes support des <\/span><\/span>tickets mieux qualifi\u00e9s<\/span><\/span><\/strong><\/li>\n<\/ul>\n
[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_3,2_3″ admin_label=”Solution” _builder_version=”4.16″ _module_preset=”default” custom_padding=”40px|0px|40px||true|” global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb title=”Solution” use_icon=”on” font_icon=”e||divi||400″ icon_color=”#38abdd” _builder_version=”4.27.4″ _module_preset=”default” header_level=”h2″ header_font_size=”19px” text_orientation=”center” custom_margin=”125px||125px||true|false” custom_margin_tablet=”0px||0px||true|false” custom_margin_phone=”” custom_margin_last_edited=”on|phone” global_colors_info=”{}”]<\/p>\n
Int\u00e9gration de Smart <\/span><\/span>Ticketing<\/span><\/span> dans <\/span><\/span>Oracle, connect\u00e9 \u00e0 l\u2019outil de <\/span><\/span>ticketing<\/span><\/span> Jira<\/span><\/span>\u200b<\/span><\/p>\n
[\/et_pb_blurb][\/et_pb_column][et_pb_column type=”2_3″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” header_3_font_size=”23px” custom_padding=”|||0px||” global_colors_info=”{}”]<\/p>\n
Int\u00e9grer Smart <\/span><\/span>Ticketing<\/span><\/span> dans l\u2019ERP pour simplifier la <\/span><\/span>cr\u00e9ation et le traitement des tickets de support m\u00e9tier<\/span><\/span><\/span><\/h3>\n
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Pour accompagner efficacement leurs utilisateurs dans leur cr\u00e9ation de <\/span><\/span>tickets, les \u00e9quipes d’Orange ont tir\u00e9 parti des fonctionnalit\u00e9s cl\u00e9s de Smart <\/span><\/span>Ticketing<\/span><\/span> :<\/span><\/span><\/p>\n
– Formulaire de ticket personnalis\u00e9 et int\u00e9gr\u00e9 dans l\u2019ERP<\/span><\/span><\/strong> :<\/strong> menus <\/span><\/span>d\u00e9roulants des natures et de types de demandes adapt\u00e9s au contexte <\/span><\/span>d\u2019Orange, harmonis\u00e9s avec le formulaire Jira d\u00e9j\u00e0 existant.<\/span><\/span><\/p>\n
– Captation automatique de donn\u00e9es<\/span><\/span><\/strong> de contexte de l\u2019\u00e9cran de l\u2019utilisateur : <\/span><\/span>enrichir la demande sans effort.<\/span><\/span><\/p>\n
– Ajout de capture d\u2019\u00e9cran en un clic<\/span><\/span><\/strong> :<\/strong> directement depuis le formulaire, <\/span><\/span>pour illustrer clairement la probl\u00e9matique rencontr\u00e9e.<\/span><\/span><\/p>\n
– Historique des tickets <\/span><\/span>accessible<\/span><\/span> <\/strong>dans l\u2019assistant :<\/strong> consulter les <\/span><\/span>pr\u00e9c\u00e9dentes demandes et les r\u00e9ponses associ\u00e9es.<\/span><\/span><\/p>\n
– Connexion avec Jira<\/span><\/span><\/strong> :<\/strong> pour garantir une tra\u00e7abilit\u00e9 compl\u00e8te c\u00f4t\u00e9 support, <\/span><\/span>sans rupture entre les outils.<\/span><\/span><\/p>\n
[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_3,2_3″ admin_label=”B\u00e9n\u00e9fices” _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb title=”B\u00e9n\u00e9fices” use_icon=”on” font_icon=”||divi||400″ icon_color=”#38abdd” _builder_version=”4.27.4″ _module_preset=”default” header_level=”h2″ header_font_size=”19px” text_orientation=”center” custom_margin=”35px||35px||true|false” custom_margin_tablet=”0px||0px||true|false” custom_margin_phone=”” custom_margin_last_edited=”on|desktop” global_colors_info=”{}”]<\/p>\n
<\/p>\n
\n
Gain de temps pour les \u00e9quipes support<\/span>\u200b<\/li>\n
Simplification de la cr\u00e9ation de tickets plus qualifi\u00e9s\u200b<\/li>\n
Am\u00e9lioration de l\u2019exp\u00e9rience <\/span>utilisateurs et du suivi<\/span><\/li>\n<\/ul>\n
[\/et_pb_blurb][\/et_pb_column][et_pb_column type=”2_3″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” header_3_font_size=”23px” custom_margin=”||||true|false” global_colors_info=”{}”]<\/p>\n
Am\u00e9lioration de la qualit\u00e9 des tickets et renforcement <\/span><\/span>de l\u2019exp\u00e9rience utilisateur<\/span><\/span>\u200b<\/span><\/strong><\/span><\/h3>\n
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Les utilisateurs peuvent d\u00e9sormais formuler leurs demandes sans quitter leur <\/span><\/span>environnement de travail : <\/span><\/span>\u00ab En quelques clics un ticket est cr\u00e9\u00e9 gr\u00e2ce \u00e0 Smart Ticketing <\/span>\u00bb<\/span>, <\/span><\/span><\/span>d\u00e9clare Magali Thomas.<\/span>\u200b<\/p>\n
L\u2019accessibilit\u00e9 facilit\u00e9e \u00e0 <\/span>l\u2019historique des r\u00e9ponses<\/span><\/b> de l\u2019\u00e9quipe hotline dans un <\/span>espace d\u00e9di\u00e9 a permis de <\/span>faciliter l\u2019apprentissage <\/span><\/b>des utilisateurs.<\/span><\/p>\n
Gr\u00e2ce \u00e0 la captation automatique des donn\u00e9es de contexte, le pari de fournir <\/span><\/span>aux \u00e9quipes support des tickets plus qualitatifs s\u2019est av\u00e9r\u00e9 payant, <\/span><\/span>r\u00e9duisant <\/span><\/span>les \u00e9changes et facilitant le traitement des demandes <\/span><\/span><\/strong>\u00ab <\/span><\/span>Capter des donn\u00e9es <\/span><\/span>factuelles offre un gain de temps r\u00e9el aux \u00e9quipes hotline car cela permet <\/span><\/span>d\u2019avoir tous les \u00e9l\u00e9ments \u00e0 disposition sans allers-retours<\/span><\/span><\/span> \u00bb<\/span>, pr\u00e9cise Magali <\/span><\/span>Thomas.<\/span><\/span><\/p>\n
\u200bEnfin, bien que le t\u00e9l\u00e9phone reste le canal historiquement privil\u00e9gi\u00e9 par leurs <\/span><\/span>utilisateurs, \u00ab\u00a0<\/span><\/span><\/span>la partie Shortways et Jira progresse. \u00c0 terme, l\u2019objectif est de <\/span><\/span>basculer sur des canaux enti\u00e8rement digitaux<\/span><\/span><\/span>\u00a0\u00bb<\/span>, conclut Benoit <\/span><\/span>Lampur\u00e9<\/span><\/span>, <\/span><\/span>Directeur Solutions Finance chez Orange.<\/span><\/span><\/span><\/span><\/p>\n
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T\u00e9l\u00e9charger le business case\u00a0<\/strong><\/p>\n
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