Course : Setting up a Customer Relations project
Practical course - 2d
- 14h00 - Ref. USP
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 | Assess the challenges and opportunities offered by technologies and organizations linked to Customer Relations. |
| Develop a user relations strategy based on a single reception point or decentralized structures. |
| Manage a user relations project in an administrative department. |
| Analyze the legal framework and constraints governing the use of data used in Customer Relations. |
| An overview of technologies related to customer reception. |
Intended audience
Décideurs du secteur public.
Responsables Accueil Usagers, chef de projet métier et relation usagers et toutes personnes devant participer à un projet de Relation Usagers dans la fonction publique.
Responsables Accueil Usagers, chef de projet métier et relation usagers et toutes personnes devant participer à un projet de Relation Usagers dans la fonction publique.
Prerequisites
No special knowledge
Practical details
Hands-on work
Examples, exercises, case studies and practical exchanges.
Teaching methods
active teaching
Course schedule
1 Identify the challenges facing local authorities in the area of user relations
- Identify the stakes involved in user relations in the administration, and the justifications for such a project.
- Facilitate work between different departments.
- Establish a plan to achieve operational objectives.
- Position the individual and collective continuous improvement process.
- Putting the customer at the heart of the transformation process.
- Identify the role of each player (General Management, Business Units, Agents).
Case study
Presentation of the challenges of various projects in the local authority and hospital sectors
2 Building aspects in the design of a reception area
- Think about the functions to be provided by each space: front office/back office/recreation areas.
- Responding to waiting times.
- Integrate development into an intelligent building dynamic.
- Consider the impact of ISD on construction.
Group discussion
exchanges on the organization and layout of user reception areas.
3 Change management in the context of Customer Relations.
- Identify obstacles from three different angles: status, profession, usage.
- Model a change management process.
- Define internal and external communications strategy.
- A training plan adapted to the changing needs of the business.
Group discussion
reflect on the obstacles to change and find appropriate solutions.
4 Approaches and methods for building a Customer Relations project
- Define the approach to building digital and physical user paths.
- Determining the value analysis approach: criticality/risks
- Use the MAREVA method (value analysis method for information system projects).
- Use the project's main ROI (Return Of Invest) parameters.
Case study
Implementing a multi-channel hospitality approach in a city.
5 The legal and security framework for Customer Relations
- Identify and appropriate the mandatory formalities of the RGPD and the CNIL.
- Electronic archiving in compliance with regulatory requirements
- Implement safety certification.
- Assess the risk and seek a compromise between the approaches of DPO, RSSI, DSI, Business Management and governance.
Storyboarding workshops
awareness of the use of personal data.
6 Discover solutions for Customer Relationship Management
- Use multimedia contact routing and distribution.
- Adopt dedicated or general CRM/GRU solutions
- Working with physical reception systems (multimedia displays, kiosks and self-service systems)
- Set up dashboards and performance indicators.
- Use the Cloud as an evaluation tool and solution selection criterion.
Case study
setting up a Customer Relations project
Publication date : 03/21/2024
PARTICIPANTS
Décideurs du secteur public.
Responsables Accueil Usagers, chef de projet métier et relation usagers et toutes personnes devant participer à un projet de Relation Usagers dans la fonction publique.
PREREQUISITES
No special knowledge
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
Décideurs du secteur public.
Responsables Accueil Usagers, chef de projet métier et relation usagers et toutes personnes devant participer à un projet de Relation Usagers dans la fonction publique.
PREREQUISITES
No special knowledge
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TEACHING AIDS AND TECHNICAL RESOURCES
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.
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Session garantie
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.