{"id":20694,"date":"2024-05-21T09:46:57","date_gmt":"2024-05-21T13:46:57","guid":{"rendered":"https:\/\/diabsolut.com\/?p=20694"},"modified":"2026-03-10T17:51:51","modified_gmt":"2026-03-10T21:51:51","slug":"modele-axe-actifs-vs-clients","status":"publish","type":"post","link":"https:\/\/diabsolut.com\/fr\/modele-axe-actifs-vs-clients\/","title":{"rendered":"Une approche double pour des services mobiles efficaces : Mod\u00e8le ax\u00e9 sur les actifs vs. mod\u00e8le ax\u00e9 sur les clients"},"content":{"rendered":"<h1 aria-level=\"6\"><span data-contrast=\"none\">Une approche double pour des services mobiles efficaces : Mod\u00e8le ax\u00e9 sur les actifs vs. mod\u00e8le ax\u00e9 sur les clients<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:40,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h1>\n<h6 aria-level=\"6\"><span data-contrast=\"none\">Auteur: Stephen Sugumar<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:40,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\"> <img loading=\"lazy\" decoding=\"async\" class=\" wp-image-20692 alignright\" src=\"https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-300x200.jpg\" alt=\"diab, field service, asset management, customer relationships \" width=\"540\" height=\"360\" srcset=\"https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-300x200.jpg 300w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-1024x683.jpg 1024w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-768x512.jpg 768w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-550x367.jpg 550w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-175x117.jpg 175w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-140x93.jpg 140w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-600x400.jpg 600w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-500x333.jpg 500w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-225x150.jpg 225w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-450x300.jpg 450w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-200x133.jpg 200w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-170x113.jpg 170w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-1000x667.jpg 1000w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-263x175.jpg 263w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-60x40.jpg 60w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-90x60.jpg 90w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-150x100.jpg 150w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-130x87.jpg 130w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-75x50.jpg 75w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-1400x933.jpg 1400w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-1200x800.jpg 1200w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-110x73.jpg 110w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-50x33.jpg 50w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-40x27.jpg 40w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-350x233.jpg 350w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04-185x123.jpg 185w, https:\/\/diabsolut.com\/wp-content\/uploads\/2024\/05\/Diab-Image-Featured-Blog-JWS-MT04.jpg 1500w\" sizes=\"auto, (max-width: 540px) 100vw, 540px\" \/><\/span><\/h6>\n<p><span data-contrast=\"auto\">Naviguer dans les m\u00e9andres des op\u00e9rations commerciales sur le terrain est une t\u00e2che complexe pour toute organisation. Un aspect essentiel de ce d\u00e9fi consiste \u00e0 faire la distinction entre les mod\u00e8les centr\u00e9s sur les actifs et les mod\u00e8les centr\u00e9s sur les clients et \u00e0 comprendre comment une solution FSM r\u00e9pond \u00e0 chaque paradigme.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h4 aria-level=\"4\"><b>Comprendre le mod\u00e8le centr\u00e9 sur les actifs et le mod\u00e8le centr\u00e9 sur les clients<\/b><\/h4>\n<p><span data-contrast=\"auto\">En tant qu&rsquo;op\u00e9ration commerciale \u00e0 multiples facettes, FSM n\u00e9cessite une compr\u00e9hension claire de deux mod\u00e8les principaux : Le mod\u00e8le ax\u00e9 sur les actifs et le mod\u00e8le ax\u00e9 sur les clients.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Mod\u00e8le ax\u00e9 sur les actifs: Ce mod\u00e8le s&rsquo;articule autour de la gestion des actifs de l&rsquo;entreprise \u00e0 l&rsquo;aide de solutions FSM. Il englobe la programmation et la r\u00e9partition des ressources pour l&rsquo;installation, l&rsquo;entretien ou la r\u00e9paration des actifs sur le terrain. Il s&rsquo;agit essentiellement d&rsquo;optimiser les performances et la disponibilit\u00e9 des actifs g\u00e9n\u00e9rateurs de revenus, tels que les t\u00eates de puits de p\u00e9trole ou les r\u00e9seaux de distribution.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Mod\u00e8le ax\u00e9 sur les clients: En revanche, l&rsquo;approche centr\u00e9e sur le client donne la priorit\u00e9 \u00e0 la gestion des relations avec les clients et les prospects par le biais de solutions FSM. Elle implique la programmation de rendez-vous et l&rsquo;envoi de ressources pour r\u00e9pondre aux besoins des clients \u00e0 leur domicile, dans leur entreprise ou sur les sites concern\u00e9s.La communication et la coordination avec les clients sont primordiales dans ce mod\u00e8le, car elles ont un impact direct sur les niveaux de satisfaction et la fid\u00e9lit\u00e9 \u00e0 la marque.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<h5 aria-level=\"5\"><span data-contrast=\"none\">Exigences fondamentales pour les op\u00e9rations ax\u00e9es sur les actifs<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:40,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h5>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Suivi des performances des actifs: Il est imp\u00e9ratif de maximiser le temps de fonctionnement et les performances des actifs pour g\u00e9n\u00e9rer des revenus. Les solutions FSM doivent faciliter le suivi et la surveillance en temps r\u00e9el afin de garantir une fonctionnalit\u00e9 optimale des actifs.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Gestion des ressources: La planification et la gestion efficaces des \u00e9quipes et des v\u00e9hicules sp\u00e9cialis\u00e9s sont essentielles. Les plateformes FSM doivent permettre aux organisations d&rsquo;orchestrer des flux de travail complexes et d&rsquo;allouer les ressources de mani\u00e8re efficace.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"auto\">Maintenance pr\u00e9ventive: La planification et l&rsquo;ex\u00e9cution proactives des t\u00e2ches de maintenance pr\u00e9ventive sont essentielles pour assurer la long\u00e9vit\u00e9 des actifs. Les solutions FSM doivent offrir de solides capacit\u00e9s de planification et faciliter la programmation des travaux \u00e0 long terme afin de minimiser les temps d&rsquo;arr\u00eat.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<h5 aria-level=\"5\"><span data-contrast=\"none\">Exigences fondamentales pour les op\u00e9rations ax\u00e9es sur les clients<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:40,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h5>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"6\" data-aria-level=\"1\"><span data-contrast=\"auto\">Une communication claire: Des canaux de prise de rendez-vous rapides et flexibles sont indispensables. Les solutions FSM doivent faciliter les diff\u00e9rents modes de communication, y compris le chat en ligne, les SMS et le t\u00e9l\u00e9phone, afin de r\u00e9pondre aux diff\u00e9rentes pr\u00e9f\u00e9rences des clients.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"7\" data-aria-level=\"1\"><span data-contrast=\"auto\">Coordination avec le client: Il est primordial d&rsquo;instaurer la confiance par une communication transparente. Les plateformes FSM doivent permettre un \u00e9change d&rsquo;informations transparent entre les clients et le personnel de terrain, favorisant ainsi un environnement de service collaboratif.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"8\" data-aria-level=\"1\"><span data-contrast=\"auto\">Autonomisation des clients: La mise \u00e0 disposition d&rsquo;options de libre-service responsabilise les clients et am\u00e9liore les niveaux de satisfaction. Des guides d&rsquo;auto-d\u00e9pannage aux portails interactifs, les solutions FSM doivent donner la priorit\u00e9 \u00e0 l&rsquo;autonomisation et \u00e0 l&rsquo;engagement des clients.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<h4 aria-level=\"4\"><b>Trouver le mod\u00e8le qui vous convient<\/b><\/h4>\n<p><span data-contrast=\"auto\">Pour r\u00e9ussir, il est essentiel de naviguer entre les deux approches. Bien qu&rsquo;\u00e0 des niveaux diff\u00e9rents, la plupart des entreprises op\u00e8rent dans les deux mod\u00e8les, cr\u00e9ant une approche hybride o\u00f9 l&rsquo;optimisation des op\u00e9rations pour les deux est vitale, tout en \u00e9tant capable de les fusionner de mani\u00e8re transparente lorsque cela est n\u00e9cessaire. Les entreprises, telles que les soci\u00e9t\u00e9s de services publics, qui veillent \u00e0 ce que les actifs tels que les conduites de gaz fonctionnent correctement tout en donnant la priorit\u00e9 \u00e0 la satisfaction des clients en coordonnant les visites \u00e0 domicile, sont l&rsquo;exemple parfait de ce mod\u00e8le hybride. Il est essentiel de s\u00e9lectionner la bonne solution FSM adapt\u00e9e \u00e0 ces approches distinctes. Elle permet aux organisations de maximiser l&rsquo;efficacit\u00e9 de leurs \u00e9quipes, d&rsquo;am\u00e9liorer l&rsquo;exp\u00e9rience client et de favoriser une croissance durable.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Si vous avez besoin d&rsquo;aide pour mettre en \u0153uvre votre projet <a href=\"https:\/\/diabsolut.com\/gestion-services-sur-le-terrain\/?lang=fr\" target=\"_blank\" rel=\"noopener\">FSM<\/a> afin d&rsquo;optimiser les op\u00e9rations, n&rsquo;h\u00e9sitez pas \u00e0 nous contacter. Nous sommes l\u00e0 pour vous aider \u00e0 naviguer et \u00e0 r\u00e9ussir dans vos efforts de services sur le terrain.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Une approche double pour des services mobiles efficaces : Mod\u00e8le ax\u00e9 sur les actifs vs. mod\u00e8le ax\u00e9 sur les clients\u00a0 Auteur: Stephen Sugumar Naviguer dans les m\u00e9andres des op\u00e9rations commerciales sur le terrain est une t\u00e2che complexe pour toute organisation. Un aspect essentiel de ce d\u00e9fi consiste \u00e0 faire la distinction entre les mod\u00e8les centr\u00e9s&#8230;<\/p>\n","protected":false},"author":31,"featured_media":20692,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[2054],"tags":[2638,2639,2242,2057,2273],"class_list":["post-20694","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-services-mobiles","tag-asset-management-fr","tag-customer-relationships-fr","tag-diab-fr","tag-field-service-fr","tag-services-mobiles"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Mod\u00e8les FSM: Ax\u00e9 sur les actifs vs. mod\u00e8le ax\u00e9 sur les clients - 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