{"id":4738,"date":"2026-03-23T18:05:54","date_gmt":"2026-03-23T14:05:54","guid":{"rendered":"https:\/\/spoonconsulting.com\/?p=4738"},"modified":"2026-05-21T13:18:26","modified_gmt":"2026-05-21T09:18:26","slug":"digitalizing-compassion-a-unified-crm-for-funeral-insurance-services","status":"publish","type":"post","link":"https:\/\/spoonconsulting.com\/fr\/digitalizing-compassion-a-unified-crm-for-funeral-insurance-services\/","title":{"rendered":"Digitaliser la compassion : un CRM unifi\u00e9 pour les services d'assurance fun\u00e9raire"},"content":{"rendered":"<h3 class=\"wp-block-heading\" id=\"h-what-s-inside\"><strong>Qu'est-ce qu'il y a dedans ?<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Int\u00e9gration d'un portail num\u00e9rique personnalis\u00e9 pour les abonn\u00e9s et leur famille afin de g\u00e9rer les souhaits et les devis concernant les obs\u00e8ques.<br><\/li>\n\n\n\n<li>Automatisation du parcours assurance de bout en bout, de la simulation initiale \u00e0 la communication multi-acteurs.<br><\/li>\n\n\n\n<li>Utilisation strat\u00e9gique des services de g\u00e9olocalisation pour connecter les abonn\u00e9s aux prestataires de services fun\u00e9raires les plus proches.<br><\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-context\"><strong>Contexte<\/strong><\/h3>\n\n\n\n<p>Un important groupe bancaire europ\u00e9en de d\u00e9tail cherchait \u00e0 moderniser son offre d'assurance obs\u00e8ques, qui fournit un soutien financier et organisationnel pour les services de fin de vie. Compte tenu de la sensibilit\u00e9 du service, le client exigeait une base num\u00e9rique solide pour g\u00e9rer des t\u00e2ches administratives complexes tout en maintenant un haut niveau d'empathie et de personnalisation pour ses 800 000 membres.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-challenges\"><strong>D\u00e9fis<\/strong><\/h3>\n\n\n\n<p>L'objectif principal \u00e9tait de remplacer les processus manuels fragment\u00e9s par un environnement num\u00e9rique rationalis\u00e9. Le projet a rencontr\u00e9 plusieurs obstacles critiques :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Conformit\u00e9 r\u00e9glementaire :<\/strong> Respect des normes financi\u00e8res strictes et de la gouvernance interne du groupe pour les donn\u00e9es sensibles.<br><\/li>\n\n\n\n<li><strong>Complexit\u00e9 du processus :<\/strong> Couvrant le cycle de vie complet de la relation client, de l'offre initiale \u00e0 la prestation de services op\u00e9rationnelle.<br><\/li>\n\n\n\n<li><strong>Pr\u00e9cision g\u00e9ographique<\/strong> Permettre aux utilisateurs d'identifier et de contacter rapidement les prestataires de services locaux dans des moments critiques.<br><\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-the-solution\"><strong>La Solution<\/strong><\/h3>\n\n\n\n<p>L'entreprise a mis en place un \u00e9cosyst\u00e8me complet bas\u00e9 sur <strong>Microsoft Dynamics 365<\/strong> et <strong>Stockage Azure<\/strong>.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Espace num\u00e9rique personnalis\u00e9 :<\/strong> Un portail d\u00e9di\u00e9 aux abonn\u00e9s et \u00e0 leurs familles pour enregistrer leurs derni\u00e8res volont\u00e9s et effectuer des simulations de co\u00fbts.<br><\/li>\n\n\n\n<li><strong>Int\u00e9gration de Bing Maps :<\/strong> Fonctionnalit\u00e9s de g\u00e9olocalisation int\u00e9gr\u00e9es pour rechercher des partenaires fun\u00e9raires \u00e0 proximit\u00e9 et demander des devis imm\u00e9diats.<br><\/li>\n\n\n\n<li><strong>Hub de Communication Automatis\u00e9 :<\/strong> Un canal d\u00e9di\u00e9 facilitant une interaction transparente entre les abonn\u00e9s, les proches et les prestataires de services.<br><\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-our-contribution\"><strong>Notre contribution<\/strong><\/h3>\n\n\n\n<p>Notre \u00e9quipe a agi en tant que partenaire strat\u00e9gique pour combler le foss\u00e9 entre les exigences r\u00e9glementaires et l'efficacit\u00e9 op\u00e9rationnelle.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Construction de A \u00e0 Z<\/strong> Diriger la conception et la mise en \u0153uvre de la solution cible.<br><\/li>\n\n\n\n<li><strong>Personnalisation fonctionnelle<\/strong> Adapter en profundidad la conception de l'interface utilisateur pour r\u00e9pondre aux besoins \u00e9motionnels et professionnels sp\u00e9cifiques du secteur bancaire.<br><\/li>\n\n\n\n<li><strong>Automatisation des flux de travail :<\/strong> Mise en \u0153uvre d'une logique complexe pour les calculs automatiques de frais, la g\u00e9n\u00e9ration de documents (PDF) et les d\u00e9clencheurs d'e-mails.<br><\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-benefits\"><strong>Avantages<\/strong><\/h3>\n\n\n\n<p>La mise en \u0153uvre a transform\u00e9 le service en un moteur num\u00e9rique performant pour la croissance et la satisfaction client :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Excellence op\u00e9rationnelle<\/strong> Automatisation compl\u00e8te des processus administratifs, y compris la g\u00e9n\u00e9ration de devis et de contrats.<br><\/li>\n\n\n\n<li><strong>Fiabilit\u00e9 am\u00e9lior\u00e9e :<\/strong> Calcul en temps r\u00e9el des co\u00fbts estim\u00e9s, offrant une transparence aux abonn\u00e9s.<br><\/li>\n\n\n\n<li><strong>Accessibilit\u00e9 am\u00e9lior\u00e9e :<\/strong> Des temps de r\u00e9ponse plus rapides gr\u00e2ce au portail de communication d\u00e9di\u00e9 et aux outils de cartographie int\u00e9gr\u00e9s.<br><\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-key-figures-amp-dates\"><strong>Chiffres cl\u00e9s et dates<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Dur\u00e9e du projet :<\/strong> 2017 \u2013 2018<br><\/li>\n\n\n\n<li><strong>Charge de travail :<\/strong> 500+ jours-homme<br><\/li>\n\n\n\n<li><strong>Impact :<\/strong> 65 utilisateurs sp\u00e9cialis\u00e9s g\u00e9rant des services pour une client\u00e8le bancaire massive<br><\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>D\u00e9couvrez comment un groupe bancaire europ\u00e9en de premier plan a exploit\u00e9 MS Dynamics 365 pour automatiser les flux de travail de l'assurance obs\u00e8ques et offrir une exp\u00e9rience num\u00e9rique personnalis\u00e9e \u00e0 800 000 clients.<\/p>","protected":false},"author":9,"featured_media":4739,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[],"tags":[],"class_list":["post-4738","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","content_type-case-study","tech_type-microsoft","offer_type-cloud-to-cloud-integration","offer_type-field-sales-mobility","offer_type-sales","offer_type-salesforce-coe","offer_type-services","industry_type-financial-services"],"acf":{"content_type":129,"industry":151,"technology":[160],"offer":[132,133,135,141,145]},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6 (Yoast SEO v27.6) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Digitalizing Compassion: A Unified CRM for Funeral Insurance Services - Spoon Consulting<\/title>\n<meta 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