{"id":16481,"date":"2025-05-29T17:02:18","date_gmt":"2025-05-29T17:02:18","guid":{"rendered":"https:\/\/emplifistg.wpenginepowered.com\/customers\/salomon\/"},"modified":"2025-11-10T11:01:17","modified_gmt":"2025-11-10T11:01:17","slug":"salomon","status":"publish","type":"customer_posts","link":"https:\/\/emplifi.io\/fr\/customers\/salomon\/","title":{"rendered":"Salomon"},"content":{"rendered":"","protected":false},"featured_media":14501,"template":"","customer_solutions_tax":[412],"customer_topics_tax":[257,413,334],"customer_industries_tax":[258],"resource_visibility_tax":[],"class_list":["post-16481","customer_posts","type-customer_posts","status-publish","has-post-thumbnail","hentry","customer_solutions_tax-social-customer-care-fr","customer_topics_tax-community-management-fr","customer_topics_tax-customer-experience-fr","customer_topics_tax-social-media-management-fr","customer_industries_tax-retail-ecommerce-fr"],"acf":{"remove_gtm":false,"customer_card_subhead":"\u00c9tude de 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de cas","headline":"Comment Salomon optimise son service client social avec Emplifi","text":"<article class=\"text-token-text-primary w-full focus:outline-none scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]\" dir=\"auto\" tabindex=\"-1\" data-turn-id=\"request-WEB:36884cb9-b7f8-4bfb-9ed7-422d9179930a-5\" data-testid=\"conversation-turn-12\" data-scroll-anchor=\"true\" data-turn=\"assistant\">\n<div class=\"text-base my-auto mx-auto pb-10 [--thread-content-margin:--spacing(4)] @[37rem]:[--thread-content-margin:--spacing(6)] @[72rem]:[--thread-content-margin:--spacing(16)] px-(--thread-content-margin)\">\n<div class=\"[--thread-content-max-width:32rem] @[34rem]:[--thread-content-max-width:40rem] @[64rem]:[--thread-content-max-width:48rem] mx-auto max-w-(--thread-content-max-width) flex-1 group\/turn-messages focus-visible:outline-hidden relative flex w-full min-w-0 flex-col agent-turn\" tabindex=\"-1\">\n<div class=\"flex max-w-full flex-col grow\">\n<div class=\"min-h-8 text-message relative flex w-full flex-col items-end gap-2 text-start break-words whitespace-normal [.text-message+&amp;]:mt-5\" dir=\"auto\" data-message-author-role=\"assistant\" data-message-id=\"c824dd4f-5700-4e09-acc3-03bdc5de6419\" data-message-model-slug=\"gpt-5\">\n<div class=\"flex w-full flex-col gap-1 empty:hidden first:pt-[3px]\">\n<div class=\"markdown prose dark:prose-invert w-full break-words dark markdown-new-styling\">\n<p data-start=\"0\" data-end=\"168\" data-is-last-node=\"\" data-is-only-node=\"\">En divisant par deux le temps de r\u00e9ponse et en acc\u00e9l\u00e9rant de 70\u202f% la transmission des demandes, Salomon a pos\u00e9 les bases d\u2019un service client structur\u00e9, rapide et profond\u00e9ment tourn\u00e9 vers l\u2019humain.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/article>\n","button_1":null,"button_2":null,"video_modal_group":{"add_video":false,"button_text":"","video_type":"youtube","vimeo_embed":"<div 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Des traileurs aux skieurs, la communaut\u00e9 Salomon est \u00e0 l\u2019image de ses produits\u00a0: dynamique, engag\u00e9e et toujours en mouvement.<\/p>\n<p>Avec son expansion internationale, Salomon a multipli\u00e9 les comptes sociaux r\u00e9gionaux et th\u00e9matiques. Une belle r\u00e9ussite, qui a n\u00e9anmoins rapidement mis en lumi\u00e8re un besoin\u00a0: centraliser, structurer et humaniser la gestion des interactions \u00e0 grande \u00e9chelle. C\u2019est l\u00e0 qu\u2019Emplifi Care a fait toute la diff\u00e9rence.<\/p>\n<h2>Structurer la strat\u00e9gie sociale \u00e0 l\u2019\u00e9chelle mondiale<\/h2>\n<p>Lorsque Adrien Marchand prend la t\u00eate des r\u00e9seaux sociaux chez Salomon, il h\u00e9rite d\u2019un \u00e9cosyst\u00e8me aussi vaste que morcel\u00e9. La marque dispose d\u2019une pr\u00e9sence forte, mais sans syst\u00e8me centralis\u00e9 pour analyser et harmoniser les performances.<\/p>\n<p>Son objectif initial : trouver une solution centralis\u00e9e pour suivre les performances de tous les comptes. Salomon choisit Emplifi pour son interface intuitive et sa capacit\u00e9 \u00e0 \u00e9voluer avec les besoins de la marque.<\/p>\n"},{"acf_fc_layout":"quote","quote":"Je cherchais avant tout une solution pour suivre les performances via une plateforme unique, car auparavant, nous devions tout v\u00e9rifier manuellement, ce qui \u00e9tait extr\u00eamement chronophage. Aujourd\u2019hui, tout est accessible au m\u00eame endroit.","quote_author":"Adrien Marchand","quote_author_description":"Global Social Media Manager chez Salomon"},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<p>Au fil du temps, l\u2019\u00e9quipe \u00e9largit progressivement l\u2019utilisation de la plateforme \u00e0 de nouveaux territoires\u00a0: Salomon Running, Salomon Freeski, et des pages locales en France, au Mexique, en Cor\u00e9e, au Japon\u2026 Une structuration s\u2019imposait.<\/p>\n<p>Ce qui n\u2019\u00e9tait au d\u00e9part qu\u2019un outil d\u2019analyse est devenu un pilier central de l\u2019approche client et sociale de la marque.<\/p>\n<h2>Faire de l\u2019engagement communautaire un levier pour un service client de qualit\u00e9<\/h2>\n<p>Avec l\u2019augmentation des messages entrants, l\u2019\u00e9quipe a d\u2019abord utilis\u00e9 Emplifi Community pour g\u00e9rer les r\u00e9ponses. Mais les demandes devenant plus complexes, il fallait aller plus loin.<\/p>\n<p>L\u2019arriv\u00e9e d\u2019Emplifi Care a permis un changement de cap\u00a0: les messages relatifs \u00e0 la garantie, aux stocks ou aux demandes sp\u00e9cifiques sont d\u00e9sormais automatiquement identifi\u00e9s et transf\u00e9r\u00e9s aux \u00e9quipes SAV via Salesforce.<\/p>\n"},{"acf_fc_layout":"quote","quote":"Je cherchais avant tout une solution pour suivre les performances via une plateforme unique, car auparavant, nous devions tout v\u00e9rifier manuellement, ce qui \u00e9tait extr\u00eamement chronophage. Aujourd\u2019hui, tout est accessible au m\u00eame endroit. ","quote_author":"Adrien Marchand","quote_author_description":"Global Social Media Manager chez Salomon"},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<p>Le processus de routage est devenu simple, intuitif et redoutablement efficace.<\/p>\n<h2>Une plateforme unique, du message au reporting global<\/h2>\n<p><span style=\"font-weight: 400;\">Avec <a href=\"https:\/\/emplifi.io\/fr\/product\/social-customer-care\/\" target=\"_blank\" rel=\"noopener\">Emplifi Care<\/a>, les \u00e9quipes social media et service client travaillent d\u00e9sormais main dans la main, avec plus de r\u00e9activit\u00e9, de transparence et de coordination. Chaque semaine, l\u2019\u00e9quipe service client partage un rapport omnicanal (emails, t\u00e9l\u00e9phone, r\u00e9seaux sociaux), offrant \u00e0 toute l\u2019entreprise une vision claire des attentes clients et des r\u00e9ponses apport\u00e9es.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Depuis le d\u00e9ploiement d\u2019Emplifi Care :<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">le temps de r\u00e9ponse a chut\u00e9 de 45 %<\/span><\/li>\n<li><span style=\"font-weight: 400;\">99,8 % des demandes sont trait\u00e9es<\/span><\/li>\n<li><span style=\"font-weight: 400;\">les transferts SAV sont 70 % plus rapides<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Avec plus de 80 comptes connect\u00e9s, la gestion des donn\u00e9es aurait pu virer au casse-t\u00eate. 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