{"id":11243,"date":"2025-05-21T18:46:00","date_gmt":"2025-05-21T18:46:00","guid":{"rendered":"https:\/\/ipsenglobal.com\/?post_type=knowledge-center&#038;p=11243"},"modified":"2025-05-21T18:46:03","modified_gmt":"2025-05-21T18:46:03","slug":"inside-look-ipsen-service-hub-qa","status":"publish","type":"knowledge-center","link":"https:\/\/ipsenglobal.com\/fr\/knowledge-center\/inside-look-ipsen-service-hub-qa\/","title":{"rendered":"Regard int\u00e9rieur : Ipsen Service HUB Q&amp;A"},"content":{"rendered":"<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:80%\">\n<p class=\"wp-block-paragraph\"><strong>Lu Chouraki<\/strong>Le directeur des services sur le terrain d'Ipsen a jou\u00e9 un r\u00f4le central dans l'\u00e9laboration de la strat\u00e9gie d'Ipsen en mati\u00e8re de services sur le terrain. <a href=\"https:\/\/ipsenglobal.com\/fr\/hub\/\" target=\"_blank\" rel=\"noreferrer noopener\">Service HUB Program<\/a> - une initiative qui apporte des ressources de service suppl\u00e9mentaires dans les r\u00e9gions des \u00c9tats-Unis o\u00f9 se trouvent de fortes concentrations de clients d'Ipsen. Avec sept Service HUBs actifs soutenant plus de 350 clients \u00e0 travers le pays, le programme a d\u00e9j\u00e0 un impact mesurable. M. Chouraki a partag\u00e9 la vision qui sous-tend le concept de Service HUB et a expliqu\u00e9 comment il continue \u00e0 renforcer une \u00e9quipe de service qui est d\u00e9j\u00e0 un leader de l'industrie.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:20%\">\n<figure class=\"wp-block-image size-full\"><img data-dominant-color=\"6a5f62\" data-has-transparency=\"false\" style=\"--dominant-color: #6a5f62;\" loading=\"lazy\" decoding=\"async\" width=\"600\" height=\"600\" src=\"https:\/\/ipsenglobal.com\/wp-content\/uploads\/2025\/04\/Lu_Chouraki_suit.avif\" alt=\"Lu Chouraki, Ipsen\u2019s Field Service Manager\" class=\"wp-image-11310 not-transparent\" srcset=\"https:\/\/ipsenglobal.com\/wp-content\/uploads\/2025\/04\/Lu_Chouraki_suit.avif 600w, https:\/\/ipsenglobal.com\/wp-content\/uploads\/2025\/04\/Lu_Chouraki_suit-300x300.avif 300w, https:\/\/ipsenglobal.com\/wp-content\/uploads\/2025\/04\/Lu_Chouraki_suit-150x150.avif 150w, https:\/\/ipsenglobal.com\/wp-content\/uploads\/2025\/04\/Lu_Chouraki_suit-12x12.avif 12w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/figure>\n<\/div>\n<\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\">Lorsque vous avez commenc\u00e9 \u00e0 parler du concept de service HUB, qu'est-ce qui vous a le plus s\u00e9duit dans ce programme ?<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Nous cherchions des moyens de servir nos clients en adoptant une approche plus proactive, tout en cherchant \u00e0 offrir \u00e0 nos techniciens de terrain une alternative aux d\u00e9placements fr\u00e9quents sur de longues distances.&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Lorsque le programme HUB a commenc\u00e9 \u00e0 prendre forme, quels ont \u00e9t\u00e9 les avantages inattendus ou les difficult\u00e9s rencontr\u00e9es au cours du d\u00e9ploiement ?<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Nous avons tout de suite constat\u00e9 une meilleure r\u00e9activit\u00e9 de la part de nos clients, en r\u00e9pondant \u00e0 leurs besoins imm\u00e9diats \u00e0 un rythme beaucoup plus rapide. La cr\u00e9ation de HUB de services nous a permis d'avoir des techniciens de service locaux capables d'\u00e9tablir des relations avec un ensemble r\u00e9gional de clients. Mais nous avons \u00e9galement constat\u00e9 que nous devions d\u00e9velopper notre \u00e9quipe de techniciens de terrain. L'am\u00e9lioration des temps de r\u00e9ponse s'est traduite par une augmentation de la demande de nos services.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Quel est le retour d'information que vous avez re\u00e7u de la part des clients lors du lancement initial des HUBs de services ?<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Les clients ont r\u00e9agi rapidement et de mani\u00e8re tr\u00e8s positive. Ils ont eu l'impression que nous leur donnions quelque chose qu'ils voulaient et dont ils avaient besoin.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Comment le d\u00e9ploiement des nouveaux HUB de services a-t-il \u00e9t\u00e9 modifi\u00e9 \u00e0 la suite de l'exp\u00e9rience acquise avec les premiers HUB ?<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Le groupe Ipsen Customer Service (ICS) et le programme HUB ont \u00e9t\u00e9 en mesure de modifier certaines de nos proc\u00e9dures internes pour permettre une meilleure collaboration. Les \u00e9quipes r\u00e9gionales de gestion des services d'Ipsen supervisent d\u00e9sormais \u00e0 la fois les ing\u00e9nieurs de terrain traditionnels et les ing\u00e9nieurs de terrain du programme HUB.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Quels sont les indicateurs cl\u00e9s qui montrent que le programme Ipsen Service HUB sera un succ\u00e8s pour Ipsen ?<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">L'une des raisons pour lesquelles Ipsen est le leader de l'industrie des chaudi\u00e8res \u00e0 vide est la solide r\u00e9putation de l'\u00e9quipe de service Ipsen. Le service Ipsen est un avantage suppl\u00e9mentaire pour les clients qui ach\u00e8tent un four Ipsen. Les clients investissent dans les fours Ipsen parce qu'ils veulent et ont besoin que leur \u00e9quipement fonctionne bien. La r\u00e9ponse rapide que les clients obtiendront d'un HUB de service Ipsen nous permettra de conclure plus de contrats de service et de r\u00e9pondre \u00e0 plus d'appels d'urgence. Le nouveau mod\u00e8le de service renforcera la confiance et la qualit\u00e9 de la marque Ipsen.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Comment le nouveau programme Ipsen Service HUB affectera-t-il l'exp\u00e9rience actuelle du service client d'Ipsen ?<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">L'ajout d'un centre de service Ipsen dans une r\u00e9gion pour une r\u00e9ponse rapide et des programmes d'entretien programm\u00e9s permettra \u00e0 notre \u00e9quipe ICS traditionnelle de se concentrer sur des projets plus longs comme les installations de chaudi\u00e8res et les r\u00e9novations. Et nous verrons une augmentation de la satisfaction professionnelle des membres de notre \u00e9quipe - les techniciens seront bien plac\u00e9s pour choisir de travailler pr\u00e8s de chez eux dans un HUB, ou si le technicien pr\u00e9f\u00e8re voyager, la possibilit\u00e9 de continuer avec notre ICS traditionnel reste \u00e9galement une option.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En fin de compte, notre objectif est de faire en sorte que l'exp\u00e9rience du service \u00e0 la client\u00e8le soit irr\u00e9prochable. Nos centres de services nous aideront \u00e0 \u00e9tablir des relations plus \u00e9troites avec nos clients et \u00e0 gagner leur confiance lorsqu'ils se tournent vers nous pour l'entretien de leur \u00e9quipement.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Quelles sont les prochaines \u00e9tapes du programme Ipsen Service HUB ?<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Notre objectif est d'ajouter quatre autres HUB au cours de l'ann\u00e9e 2025 et d'\u00eatre enti\u00e8rement lanc\u00e9s et op\u00e9rationnels d'ici 2026.<\/p>","protected":false},"excerpt":{"rendered":"<p>Lu Chouraki, Field Service Manager d'Ipsen, a jou\u00e9 un r\u00f4le central dans l'\u00e9laboration du programme Ipsen Service HUB - une initiative qui apporte des ressources de service suppl\u00e9mentaires dans les zones de l'Union europ\u00e9enne.<\/p>","protected":false},"author":7,"featured_media":0,"menu_order":0,"template":"","meta":{"_acf_changed":false,"_tec_requires_first_save":true,"_searchwp_excluded":"","_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_price":"","_stock":"","_tribe_ticket_header":"","_tribe_default_ticket_provider":"","_tribe_ticket_capacity":"0","_ticket_start_date":"","_ticket_end_date":"","_tribe_ticket_show_description":"","_tribe_ticket_show_not_going":false,"_tribe_ticket_use_global_stock":"","_tribe_ticket_global_stock_level":"","_global_stock_mode":"","_global_stock_cap":"","_tribe_rsvp_for_event":"","_tribe_ticket_going_count":"","_tribe_ticket_not_going_count":"","_tribe_tickets_list":"[]","_tribe_ticket_has_attendee_info_fields":false,"_EventAllDay":false,"_EventTimezone":"","_EventStartDate":"","_EventEndDate":"","_EventStartDateUTC":"","_EventEndDateUTC":"","_EventShowMap":false,"_EventShowMapLink":false,"_EventURL":"","_EventCost":"","_EventCostDescription":"","_EventCurrencySymbol":"","_EventCurrencyCode":"","_EventCurrencyPosition":"","_EventDateTimeSeparator":"","_EventTimeRangeSeparator":"","_EventOrganizerID":[],"_EventVenueID":[],"_OrganizerEmail":"","_OrganizerPhone":"","_OrganizerWebsite":"","_VenueAddress":"","_VenueCity":"","_VenueCountry":"","_VenueProvince":"","_VenueState":"","_VenueZip":"","_VenuePhone":"","_VenueURL":"","_VenueStateProvince":"","_VenueLat":"","_VenueLng":"","_VenueShowMap":false,"_VenueShowMapLink":false,"_tribe_blocks_recurrence_rules":"","_tribe_blocks_recurrence_description":"","_tribe_blocks_recurrence_exclusions":"","_ecp_custom_2":"","footnotes":""},"categories":[220],"tags":[],"class_list":["post-11243","knowledge-center","type-knowledge-center","status-publish","hentry","category-meet-our-team"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - 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