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Avec 80\u00a0% des remboursements d\u00e9sormais trait\u00e9s en digital chaque mois, le syst\u00e8me fait gagner environ 144 heures par an \u00e0 trois \u00e9quipes, prolonge quatre d\u00e9cennies d\u2019efficacit\u00e9 op\u00e9rationnelle et porte l\u2019exp\u00e9rience consommateur \u00e0 un niveau sup\u00e9rieur.<\/b><\/p>\n<p>Il y a pr\u00e8s de quarante ans, Boston Beer a plac\u00e9 la barre tr\u00e8s haut en mati\u00e8re de satisfaction client lorsque son fondateur, Jim Koch, a personnellement r\u00e9pondu \u00e0 un client m\u00e9content en lui envoyant un ch\u00e8que de remboursement. Ce simple geste d\u2019int\u00e9grit\u00e9 a donn\u00e9 naissance \u00e0 une politique de remboursement devenue l\u2019un des piliers de la marque.<\/p>\n<p>Ces ch\u00e8ques, sign\u00e9s de la main de Koch, sont devenus de pr\u00e9cieux objets de collection, conserv\u00e9s par les fans fid\u00e8les et les historiens de la bi\u00e8re artisanale comme symboles de l\u2019engagement pr\u00e9coce de Boston Beer pour la qualit\u00e9 et le soin apport\u00e9 aux consommateurs. Aujourd\u2019hui, Boston Beer perp\u00e9tue cet h\u00e9ritage, avec une \u00e9quipe relations consommateurs qui porte le m\u00eame engagement envers la satisfaction client dans un paysage digital en pleine \u00e9volution.<\/p>\n<p>Aujourd\u2019hui, Boston Beer continue de servir une grande diversit\u00e9 d\u2019amateurs de bi\u00e8re, des buveurs occasionnels aux connaisseurs, tout en faisant entrer en douceur son h\u00e9ritage d\u2019engagement envers les consommateurs dans l\u2019\u00e8re du digital.<\/p>\n<h2>Surmonter les goulots d\u2019\u00e9tranglement des syst\u00e8mes de remboursement traditionnels<\/h2>\n<p>Le processus de remboursement traditionnel de Boston Beer mettait \u00e0 l\u2019\u00e9preuve son engagement envers la satisfaction client. Dans un secteur tr\u00e8s r\u00e9glement\u00e9, l\u2019entreprise ne pouvait \u00e9mettre que des ch\u00e8ques papier, une m\u00e9thode lente, laborieuse et sujette aux erreurs qui pouvait prendre jusqu\u2019\u00e0 quatre semaines.<\/p>\n<p>L\u2019\u00e9quipe pr\u00e9parait des lots de ch\u00e8ques chaque semaine, qui passaient entre les mains de 10 \u00e0 12 coll\u00e8gues diff\u00e9rents entre leur ajout au dossier et leur envoi au consommateur. Un rapport de ch\u00e8ques \u00e9tait transmis \u00e0 l\u2019\u00e9quipe comptable pour traitement, puis il fallait imprimer les ch\u00e8ques et les pr\u00e9parer \u00e0 l\u2019envoi avec enveloppe, timbres et v\u00e9rification de l\u2019adresse, un travail fastidieux pour toute l\u2019\u00e9quipe.<\/p>\n"},{"acf_fc_layout":"quote","quote":"Quand le COVID est arriv\u00e9, tout est devenu encore plus compliqu\u00e9. Nous pr\u00e9parions des lots mensuels, et il me fallait une journ\u00e9e enti\u00e8re, voire plus, rien que pour associer les ch\u00e8ques aux courriers, les imprimer et les envoyer. Le processus \u00e9tait \u00e9puisant et d\u00e9pass\u00e9. Nous savions qu\u2019il devait exister une meilleure solution.\n","quote_author":"Erik Neumann","quote_author_description":"Responsable relations consommateurs, Boston Beer"},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<h2>Simplifier le service client et acc\u00e9l\u00e9rer la transformation digitale de Boston Beer<\/h2>\n<p>Lorsque Boston Beer Company a contact\u00e9 Emplifi, l\u2019entreprise avait besoin d\u2019une solution aboutie pour remplacer son processus de remboursement d\u00e9pass\u00e9 par un dispositif plus rapide, plus efficace et enti\u00e8rement int\u00e9gr\u00e9 \u00e0 ses workflows existants.<\/p>\n<p>Emplifi a relev\u00e9 le d\u00e9fi en int\u00e9grant le fournisseur de coupons digitaux de Boston Beer directement dans la plateforme Emplifi Agent. D\u00e9sormais, lorsqu\u2019une r\u00e9clamation arrive, les agents peuvent l\u2019examiner rapidement et ajouter un remboursement digital au dossier en quelques clics. Le syst\u00e8me g\u00e9n\u00e8re automatiquement une carte cadeau digitale li\u00e9e \u00e0 l\u2019adresse e-mail du client et l\u2019envoie presque instantan\u00e9ment via un lien s\u00e9curis\u00e9.<\/p>\n<h2>Comment Boston Beer est pass\u00e9 de semaines \u00e0 quelques secondes pour ses remboursements gr\u00e2ce \u00e0 l\u2019int\u00e9gration digitale<\/h2>\n<p>L\u2019int\u00e9gration d\u2019Emplifi Agent au syst\u00e8me de remboursement digital de Boston Beer a non seulement am\u00e9lior\u00e9 l\u2019efficacit\u00e9 op\u00e9rationnelle, mais a aussi permis de r\u00e9aliser d\u2019importantes \u00e9conomies.<\/p>\n<p>En supprimant les ch\u00e8ques papier et les frais d\u2019affranchissement, Boston Beer \u00e9conomise environ 10\u00a0000\u00a0$ par an en frais d\u2019envoi et de traitement des ch\u00e8ques. Ce passage aux remboursements digitaux a \u00e9galement fortement all\u00e9g\u00e9 la charge op\u00e9rationnelle de l\u2019\u00e9quipe.<\/p>\n"},{"acf_fc_layout":"quote","quote":"Gr\u00e2ce \u00e0 l\u2019int\u00e9gration, notre \u00e9quipe envoie les coupons en quelques clics et ils arrivent instantan\u00e9ment entre les mains des consommateurs. Nous avons vu des clients utiliser la carte digitale le jour m\u00eame de sa r\u00e9ception. C\u2019est incroyablement rapide, et c\u2019est une vraie r\u00e9ussite pour nous comme pour nos consommateurs.\n","quote_author":"Erik Neumann","quote_author_description":"Responsable relations consommateurs, Boston Beer"},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<p>R\u00e9sultat\u00a0: le temps consacr\u00e9 aux remboursements a nettement diminu\u00e9, avec jusqu\u2019\u00e0 12 heures gagn\u00e9es par mois pour l\u2019ensemble des \u00e9quipes, et les clients profitent d\u2019une exp\u00e9rience plus fluide. Ils peuvent d\u00e9sormais utiliser leur remboursement presque imm\u00e9diatement, et m\u00eame l\u2019ajouter \u00e0 Apple Pay ou Google Wallet pour s\u2019en servir tout de suite.<\/p>\n<p>En s\u2019associant \u00e0 Emplifi, Boston Beer a fait entrer son h\u00e9ritage dans l\u2019\u00e8re du digital et \u00e9tabli une nouvelle r\u00e9f\u00e9rence pour tout le secteur.<\/p>\n<p>Alors que Boston Beer continue d\u2019innover et de pr\u00e9server son h\u00e9ritage de fid\u00e9lit\u00e9, l\u2019int\u00e9gration des solutions digitales d\u2019Emplifi ouvre un nouveau chapitre de son service client, pour que son engagement envers la qualit\u00e9 et la satisfaction reste aussi fort \u00e0 l\u2019\u00e8re du digital qu\u2019il y a quarante ans.<\/p>\n"}],"content_builder_clone":{"content_builder":[{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<p><b>Boston Beer Company, qui produit Samuel Adams, Dogfish Head, Truly Hard Seltzer, Twisted Tea, Angry Orchard Hard Cider et bien d\u2019autres, a r\u00e9volutionn\u00e9 son processus de remboursement historique gr\u00e2ce \u00e0 l\u2019int\u00e9gration d\u2019Emplifi Agent. Avec 80\u00a0% des remboursements d\u00e9sormais trait\u00e9s en digital chaque mois, le syst\u00e8me fait gagner environ 144 heures par an \u00e0 trois \u00e9quipes, prolonge quatre d\u00e9cennies d\u2019efficacit\u00e9 op\u00e9rationnelle et porte l\u2019exp\u00e9rience consommateur \u00e0 un niveau sup\u00e9rieur.<\/b><\/p>\n<p>Il y a pr\u00e8s de quarante ans, Boston Beer a plac\u00e9 la barre tr\u00e8s haut en mati\u00e8re de satisfaction client lorsque son fondateur, Jim Koch, a personnellement r\u00e9pondu \u00e0 un client m\u00e9content en lui envoyant un ch\u00e8que de remboursement. Ce simple geste d\u2019int\u00e9grit\u00e9 a donn\u00e9 naissance \u00e0 une politique de remboursement devenue l\u2019un des piliers de la marque.<\/p>\n<p>Ces ch\u00e8ques, sign\u00e9s de la main de Koch, sont devenus de pr\u00e9cieux objets de collection, conserv\u00e9s par les fans fid\u00e8les et les historiens de la bi\u00e8re artisanale comme symboles de l\u2019engagement pr\u00e9coce de Boston Beer pour la qualit\u00e9 et le soin apport\u00e9 aux consommateurs. Aujourd\u2019hui, Boston Beer perp\u00e9tue cet h\u00e9ritage, avec une \u00e9quipe relations consommateurs qui porte le m\u00eame engagement envers la satisfaction client dans un paysage digital en pleine \u00e9volution.<\/p>\n<p>Aujourd\u2019hui, Boston Beer continue de servir une grande diversit\u00e9 d\u2019amateurs de bi\u00e8re, des buveurs occasionnels aux connaisseurs, tout en faisant entrer en douceur son h\u00e9ritage d\u2019engagement envers les consommateurs dans l\u2019\u00e8re du digital.<\/p>\n<h2>Surmonter les goulots d\u2019\u00e9tranglement des syst\u00e8mes de remboursement traditionnels<\/h2>\n<p>Le processus de remboursement traditionnel de Boston Beer mettait \u00e0 l\u2019\u00e9preuve son engagement envers la satisfaction client. Dans un secteur tr\u00e8s r\u00e9glement\u00e9, l\u2019entreprise ne pouvait \u00e9mettre que des ch\u00e8ques papier, une m\u00e9thode lente, laborieuse et sujette aux erreurs qui pouvait prendre jusqu\u2019\u00e0 quatre semaines.<\/p>\n<p>L\u2019\u00e9quipe pr\u00e9parait des lots de ch\u00e8ques chaque semaine, qui passaient entre les mains de 10 \u00e0 12 coll\u00e8gues diff\u00e9rents entre leur ajout au dossier et leur envoi au consommateur. Un rapport de ch\u00e8ques \u00e9tait transmis \u00e0 l\u2019\u00e9quipe comptable pour traitement, puis il fallait imprimer les ch\u00e8ques et les pr\u00e9parer \u00e0 l\u2019envoi avec enveloppe, timbres et v\u00e9rification de l\u2019adresse, un travail fastidieux pour toute l\u2019\u00e9quipe.<\/p>\n"},{"acf_fc_layout":"quote","quote":"Quand le COVID est arriv\u00e9, tout est devenu encore plus compliqu\u00e9. Nous pr\u00e9parions des lots mensuels, et il me fallait une journ\u00e9e enti\u00e8re, voire plus, rien que pour associer les ch\u00e8ques aux courriers, les imprimer et les envoyer. Le processus \u00e9tait \u00e9puisant et d\u00e9pass\u00e9. Nous savions qu\u2019il devait exister une meilleure solution.\n","quote_author":"Erik Neumann","quote_author_description":"Responsable relations consommateurs, Boston Beer"},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<h2>Simplifier le service client et acc\u00e9l\u00e9rer la transformation digitale de Boston Beer<\/h2>\n<p>Lorsque Boston Beer Company a contact\u00e9 Emplifi, l\u2019entreprise avait besoin d\u2019une solution aboutie pour remplacer son processus de remboursement d\u00e9pass\u00e9 par un dispositif plus rapide, plus efficace et enti\u00e8rement int\u00e9gr\u00e9 \u00e0 ses workflows existants.<\/p>\n<p>Emplifi a relev\u00e9 le d\u00e9fi en int\u00e9grant le fournisseur de coupons digitaux de Boston Beer directement dans la plateforme Emplifi Agent. D\u00e9sormais, lorsqu\u2019une r\u00e9clamation arrive, les agents peuvent l\u2019examiner rapidement et ajouter un remboursement digital au dossier en quelques clics. Le syst\u00e8me g\u00e9n\u00e8re automatiquement une carte cadeau digitale li\u00e9e \u00e0 l\u2019adresse e-mail du client et l\u2019envoie presque instantan\u00e9ment via un lien s\u00e9curis\u00e9.<\/p>\n<h2>Comment Boston Beer est pass\u00e9 de semaines \u00e0 quelques secondes pour ses remboursements gr\u00e2ce \u00e0 l\u2019int\u00e9gration digitale<\/h2>\n<p>L\u2019int\u00e9gration d\u2019Emplifi Agent au syst\u00e8me de remboursement digital de Boston Beer a non seulement am\u00e9lior\u00e9 l\u2019efficacit\u00e9 op\u00e9rationnelle, mais a aussi permis de r\u00e9aliser d\u2019importantes \u00e9conomies.<\/p>\n<p>En supprimant les ch\u00e8ques papier et les frais d\u2019affranchissement, Boston Beer \u00e9conomise environ 10\u00a0000\u00a0$ par an en frais d\u2019envoi et de traitement des ch\u00e8ques. Ce passage aux remboursements digitaux a \u00e9galement fortement all\u00e9g\u00e9 la charge op\u00e9rationnelle de l\u2019\u00e9quipe.<\/p>\n"},{"acf_fc_layout":"quote","quote":"Gr\u00e2ce \u00e0 l\u2019int\u00e9gration, notre \u00e9quipe envoie les coupons en quelques clics et ils arrivent instantan\u00e9ment entre les mains des consommateurs. Nous avons vu des clients utiliser la carte digitale le jour m\u00eame de sa r\u00e9ception. C\u2019est incroyablement rapide, et c\u2019est une vraie r\u00e9ussite pour nous comme pour nos consommateurs.\n","quote_author":"Erik Neumann","quote_author_description":"Responsable relations consommateurs, Boston Beer"},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<p>R\u00e9sultat\u00a0: le temps consacr\u00e9 aux remboursements a nettement diminu\u00e9, avec jusqu\u2019\u00e0 12 heures gagn\u00e9es par mois pour l\u2019ensemble des \u00e9quipes, et les clients profitent d\u2019une exp\u00e9rience plus fluide. Ils peuvent d\u00e9sormais utiliser leur remboursement presque imm\u00e9diatement, et m\u00eame l\u2019ajouter \u00e0 Apple Pay ou Google Wallet pour s\u2019en servir tout de suite.<\/p>\n<p>En s\u2019associant \u00e0 Emplifi, Boston Beer a fait entrer son h\u00e9ritage dans l\u2019\u00e8re du digital et \u00e9tabli une nouvelle r\u00e9f\u00e9rence pour tout le secteur.<\/p>\n<p>Alors que Boston Beer continue d\u2019innover et de pr\u00e9server son h\u00e9ritage de fid\u00e9lit\u00e9, l\u2019int\u00e9gration des solutions digitales d\u2019Emplifi ouvre un nouveau chapitre de son service client, pour que son engagement envers la qualit\u00e9 et la satisfaction reste aussi fort \u00e0 l\u2019\u00e8re du digital qu\u2019il y a quarante ans.<\/p>\n"}]},"customer_sidebar_group":{"show_section":true,"sidebar_contents":[{"icon":false,"title":"D\u00e9fi","description":"Le processus de remboursement manuel de Boston Beer reposait sur l\u2019envoi de ch\u00e8ques par courrier, ce qui prenait 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