{"id":44598,"date":"2025-08-11T09:05:24","date_gmt":"2025-08-11T08:05:24","guid":{"rendered":"https:\/\/shortways.com\/?p=44598"},"modified":"2025-11-18T11:38:28","modified_gmt":"2025-11-18T10:38:28","slug":"impacts-mise-en-place-nouveau-sirh","status":"publish","type":"post","link":"https:\/\/shortways.com\/fr\/blog\/actualite\/impacts-mise-en-place-nouveau-sirh\/","title":{"rendered":"5 impacts en termes de support de la mise en place d\u2019un nouveau SIRH"},"content":{"rendered":"

[et_pb_section fb_built=\u00a0\u00bb1″ _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_padding=\u00a0\u00bb29px|||||\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_row _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_padding=\u00a0\u00bb0px||0px|||\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4″ _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.27.4″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n

Le d\u00e9ploiement d\u2019un nouveau SIRH est souvent envisag\u00e9 comme une transformation technologique, structurante et strat\u00e9gique. Mais au-del\u00e0 des gains attendus, il s\u2019accompagne syst\u00e9matiquement d\u2019un effet collat\u00e9ral : une hausse brutale et durable des sollicitations li\u00e9es au support utilisateur. Entre incompr\u00e9hension des processus, mauvaise appropriation des interfaces et d\u00e9faut de communication, les utilisateurs multiplient les questions, souvent au mauvais endroit, g\u00e9n\u00e9rant une charge invisible mais bien r\u00e9elle pour l\u2019ensemble des acteurs RH et manag\u00e9riaux.<\/p>\n

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Au programme :<\/span><\/b><\/p>\n

    \n
  1. Une mont\u00e9e en charge imm\u00e9diate du support RH<\/a><\/li>\n
  2. Les managers en premi\u00e8re ligne face aux sollicitations<\/a><\/li>\n
  3. Des sollicitations informelles qui d\u00e9sorganisent les \u00e9quipes<\/a><\/li>\n
  4. Une charge de support souvent sous-estim\u00e9e<\/a><\/li>\n
  5. Un impact direct sur l\u2019image de la fonction RH<\/a><\/li>\n<\/ol>\n

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    1. Une mont\u00e9e en charge imm\u00e9diate du support RH<\/span><\/span><\/h2>\n

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    D\u00e8s la mise en production, les \u00e9quipes RH sont inond\u00e9es de questions sur le fonctionnement du nouvel outil. Comment d\u00e9clarer ses cong\u00e9s ? O\u00f9 modifier ses coordonn\u00e9es ? Comment compl\u00e9ter un entretien ? Ce sont autant de demandes qui arrivent directement dans les bo\u00eetes mail RH, ou via t\u00e9l\u00e9phone, souvent sans passer par un canal formalis\u00e9.<\/p>\n

    Cette mont\u00e9e en charge imm\u00e9diate d\u00e9tourne les \u00e9quipes RH de leurs missions principales<\/strong><\/span>, les oblige \u00e0 r\u00e9pondre dans l\u2019urgence, parfois \u00e0 r\u00e9p\u00e9tition, et peut g\u00e9n\u00e9rer de l\u2019irritation autant chez les utilisateurs que chez les r\u00e9pondants.<\/p>\n

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    \ud83d\udca1<\/em> Conseil :<\/em> Anticipez cette surcharge en mettant en place un canal unique de contact (formulaire, adresse d\u00e9di\u00e9e, espace support). Cela permet de centraliser les demandes, d\u2019en suivre le volume et d\u2019\u00e9viter les sollicitations dispers\u00e9es.<\/em><\/p>\n

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    2. Les managers en premi\u00e8re ligne face aux sollicitations<\/span><\/span><\/h2>\n

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    Les collaborateurs ne se tournent pas uniquement vers les RH : en l’absence de rep\u00e8res clairs, ce sont souvent les managers qui deviennent les relais de support de proximit\u00e9. Parce qu\u2019ils sont identifi\u00e9s comme \u00ab\u00a0r\u00e9f\u00e9rents\u00a0\u00bb, ils doivent expliquer des processus qu\u2019ils ne ma\u00eetrisent pas toujours eux-m\u00eames<\/strong>.<\/span><\/p>\n

    Cette situation cr\u00e9e un effet domino : les managers sont interrompus dans leur activit\u00e9, transf\u00e8rent \u00e0 leur tour les demandes vers les RH ou improvisent des r\u00e9ponses, ce qui peut provoquer erreurs et confusions.<\/p>\n

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    \ud83d\udca1<\/em> Conseil :<\/em> Int\u00e9grez les managers dans le plan de d\u00e9ploiement en les formant en amont, avec des kits pratiques sur les questions les plus fr\u00e9quentes. Leur implication ne doit pas se limiter \u00e0 l\u2019accompagnement des collaborateurs : elle est essentielle d\u00e8s la phase de conception et de validation du projet afin de s\u2019assurer que les processus restent coh\u00e9rents et applicables sur le terrain. Plus ils sont pr\u00e9par\u00e9s et impliqu\u00e9s t\u00f4t, moins ils subissent les effets n\u00e9gatifs li\u00e9s \u00e0 l\u2019adoption et peuvent, au contraire, en devenir des relais efficaces.<\/em><\/p>\n

    [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_padding=\u00a0\u00bb0px||0px|||\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4″ _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text module_id=\u00a0\u00bbsollicitations-informelles\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.4″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb header_2_text_color=\u00a0\u00bb#38ABDD\u00a0\u00bb header_2_font_size=\u00a0\u00bb15px\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n

    3. Des sollicitations informelles qui d\u00e9sorganisent les \u00e9quipes<\/span><\/span><\/h2>\n

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    Lorsque le support n\u2019est pas structur\u00e9, les utilisateurs se tournent vers n\u2019importe quel coll\u00e8gue susceptible de les aider. Les utilisateurs cl\u00e9s, les membres d\u2019\u00e9quipes projets ou m\u00eame les coll\u00e8gues exp\u00e9riment\u00e9s deviennent des \u201chotlines informelles\u201d. Cela d\u00e9sorganise le travail collectif et alourdit la charge mentale<\/strong><\/span> de ceux qui deviennent des soutiens de fortune.<\/p>\n

    De plus, ces r\u00e9ponses informelles sont rarement homog\u00e8nes. Deux collaborateurs recevant deux explications diff\u00e9rentes peuvent g\u00e9n\u00e9rer de nouveaux dysfonctionnements dans le SIRH. Les r\u00e9ponses apport\u00e9es par ces hotlines informelles sont par ailleurs souvent obsol\u00e8tes, conduisant \u00e0 des erreurs lors de la saisie des donn\u00e9es.<\/p>\n

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    \ud83d\udca1<\/em> Conseil :<\/em> Formalisez les circuits de r\u00e9ponse en identifiant des r\u00e9f\u00e9rents fonctionnels par processus ou par population. Donnez-leur un r\u00f4le officiel, visible, et alignez les messages qu\u2019ils d\u00e9livrent.<\/em><\/p>\n

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    D\u00e9couvrez notre Livre Blanc sur ce sujet !<\/span><\/p>\n

    \u00ab\u00a0L’adoption du SIRH dans les organisations
    Focus sur le support utilisateur\u00a0\u00bb<\/span><\/p>\n

    [\/et_pb_text][et_pb_button button_url=\u00a0\u00bbhttps:\/\/shortways.com\/fr\/livre-blanc-adoption-sirh-support\/\u00a0\u00bb button_text=\u00a0\u00bbAcc\u00e9der au Livre Blanc\u00a0\u00bb button_alignment=\u00a0\u00bbcenter\u00a0\u00bb _builder_version=\u00a0\u00bb4.24.2″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_button=\u00a0\u00bbon\u00a0\u00bb button_text_color=\u00a0\u00bb#FFFFFF\u00a0\u00bb button_bg_color=\u00a0\u00bb#38ABDD\u00a0\u00bb button_border_width=\u00a0\u00bb0px\u00a0\u00bb button_border_radius=\u00a0\u00bb100px\u00a0\u00bb button_icon=\u00a0\u00bb9||divi||400″ transform_scale_tablet=\u00a0\u00bb\u00a0\u00bb transform_scale_phone=\u00a0\u00bb\u00a0\u00bb transform_scale_last_edited=\u00a0\u00bbon|desktop\u00a0\u00bb transform_rotate_tablet=\u00a0\u00bb\u00a0\u00bb transform_rotate_phone=\u00a0\u00bb\u00a0\u00bb transform_rotate_last_edited=\u00a0\u00bbon|desktop\u00a0\u00bb transform_skew_tablet=\u00a0\u00bb\u00a0\u00bb transform_skew_phone=\u00a0\u00bb\u00a0\u00bb transform_skew_last_edited=\u00a0\u00bbon|desktop\u00a0\u00bb transform_origin_tablet=\u00a0\u00bb\u00a0\u00bb transform_origin_phone=\u00a0\u00bb\u00a0\u00bb transform_origin_last_edited=\u00a0\u00bbon|desktop\u00a0\u00bb box_shadow_style=\u00a0\u00bbpreset1″ box_shadow_color=\u00a0\u00bb#1780AF\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_button][\/et_pb_column][et_pb_column type=\u00a0\u00bb2_5″ _builder_version=\u00a0\u00bb4.17.1″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_image src=\u00a0\u00bbhttps:\/\/shortways.com\/wp-content\/uploads\/2024\/05\/LAdoption-du-SIRH-focus-support-utilisateur-Livre.png\u00a0\u00bb title_text=\u00a0\u00bbL’Adoption du SIRH focus support utilisateur – Livre\u00a0\u00bb url=\u00a0\u00bbhttps:\/\/shortways.com\/fr\/livre-blanc-adoption-sirh-support\/\u00a0\u00bb align=\u00a0\u00bbcenter\u00a0\u00bb _builder_version=\u00a0\u00bb4.24.2″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb width=\u00a0\u00bb60%\u00a0\u00bb width_tablet=\u00a0\u00bb50%\u00a0\u00bb width_phone=\u00a0\u00bb50%\u00a0\u00bb width_last_edited=\u00a0\u00bbon|desktop\u00a0\u00bb module_alignment=\u00a0\u00bbcenter\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_padding=\u00a0\u00bb0px||0px|||\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4″ _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text module_id=\u00a0\u00bbcharge\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.4″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb header_2_text_color=\u00a0\u00bb#38ABDD\u00a0\u00bb header_2_font_size=\u00a0\u00bb15px\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n

    4. Une charge de support souvent sous-estim\u00e9e<\/h2>\n

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    Dans les projets SIRH, le support utilisateur est rarement trait\u00e9 comme une composante \u00e0 part enti\u00e8re. On sous-estime le nombre de questions, le temps pass\u00e9 \u00e0 y r\u00e9pondre, et la capacit\u00e9 des \u00e9quipes RH \u00e0 absorber cette charge suppl\u00e9mentaire sur la dur\u00e9e. R\u00e9sultat : le projet g\u00e9n\u00e8re une dette organisationnelle invisible<\/strong><\/span>, parfois pendant plusieurs mois.<\/p>\n

    Cela a un co\u00fbt direct : d\u00e9lais de r\u00e9ponse allong\u00e9s, insatisfaction des utilisateurs, d\u00e9sengagement et surcharge des \u00e9quipes RH.<\/p>\n

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    \ud83d\udca1<\/em> Conseil :<\/em> Int\u00e9grez dans votre projet une phase \u201cRUN critique\u201d post-d\u00e9ploiement de 3 \u00e0 6 mois avec des ressources RH partiellement d\u00e9di\u00e9es \u00e0 la gestion du support. Calculez le co\u00fbt du support et pilotez-le comme une activit\u00e9 projet.<\/em><\/p>\n

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    5. Un impact direct sur l\u2019image de la fonction RH<\/h2>\n

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    Lorsqu\u2019un SIRH est mal compris ou mal utilis\u00e9, c\u2019est rarement l\u2019outil qui est critiqu\u00e9 par les utilisateurs. C\u2019est la fonction RH qui est tenue responsable : \u201cc\u2019est compliqu\u00e9\u201d, \u201c\u00e7a marche pas\u201d, \u201cils nous ont pas form\u00e9s\u201d, \u201cc\u2019\u00e9tait mieux avant\u201d. Cette perception nuit \u00e0 la relation entre RH et collaborateurs<\/strong><\/span>, et peut d\u00e9cr\u00e9dibiliser des actions pourtant pertinentes.<\/p>\n

    Ce d\u00e9salignement entre les intentions du projet et l\u2019exp\u00e9rience v\u00e9cue nuit \u00e0 l\u2019adh\u00e9sion globale et \u00e0 la cr\u00e9dibilit\u00e9 de la transformation RH.<\/p>\n

    [\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.27.4″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_margin=\u00a0\u00bb||40px||false|false\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n

    \ud83d\udca1<\/em> Conseil :<\/em> Travaillez votre communication interne en expliquant pourquoi le changement a \u00e9t\u00e9 fait, ce qu\u2019il apporte, et comment les utilisateurs sont accompagn\u00e9s. Une p\u00e9dagogie claire renforce la l\u00e9gitimit\u00e9 du projet RH.<\/em><\/p>\n

    [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_padding=\u00a0\u00bb0px||0px|||\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4″ _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text module_id=\u00a0\u00bbformation-accompagnement\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb header_2_text_color=\u00a0\u00bb#38ABDD\u00a0\u00bb header_2_font_size=\u00a0\u00bb15px\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n

    Conclusion<\/span><\/span><\/h2>\n

    [\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.27.4″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_margin=\u00a0\u00bb||30px||false|false\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n

    La mise en place d\u2019un nouveau SIRH n\u2019est jamais neutre du point de vue du support. En l\u2019absence d\u2019un dispositif d\u2019accompagnement solide, les utilisateurs se tournent vers les RH, les managers ou les coll\u00e8gues pour comprendre comment agir. Cela g\u00e9n\u00e8re une charge invisible, dispers\u00e9e, et souvent sous-estim\u00e9e. Anticiper cette r\u00e9alit\u00e9, la structurer et la piloter dans le temps, c\u2019est non seulement garantir le bon usage de l\u2019outil, mais aussi prot\u00e9ger les \u00e9quipes RH et valoriser leur r\u00f4le dans la transformation digitale.<\/p>\n

    La plupart du temps, les utilisateurs imaginent que les managers ont la capacit\u00e9 de relayer l\u2019information, d\u2019accompagner leurs \u00e9quipes et de r\u00e9pondre aux questions fonctionnelles li\u00e9es aux processus. Pourtant, cette attente engendre plus de confusion que de fluidit\u00e9.<\/p>\n

    \ud83d\udc49 Pour aller plus loin sur le sujet, d\u00e9couvrez notre article\u202f: Id\u00e9e re\u00e7ue : les managers peuvent r\u00e9pondre \u00e0 toutes les questions de leurs \u00e9quipes sur le SIRH<\/u><\/em><\/a><\/span><\/p>\n

    [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=\u00a0\u00bb1″ _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_padding=\u00a0\u00bb0px|||||\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_row _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4″ _builder_version=\u00a0\u00bb4.27.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_code _builder_version=\u00a0\u00bb4.16″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/a>[\/et_pb_code][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"

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