{"id":23133,"date":"2026-05-19T11:42:22","date_gmt":"2026-05-19T09:42:22","guid":{"rendered":"https:\/\/altea-energy.com\/?p=23133"},"modified":"2026-05-19T11:42:22","modified_gmt":"2026-05-19T09:42:22","slug":"systeme-ticketing-consultants-energie-petrole-gaz-nucleaire","status":"publish","type":"post","link":"https:\/\/altea-energy.com\/fr\/systeme-ticketing-consultants-energie-petrole-gaz-nucleaire\/","title":{"rendered":"Ticketing : Altea Energy digitalise le suivi des demandes de ses consultants pour am\u00e9liorer leur exp\u00e9rience"},"content":{"rendered":"<h3>Un d\u00e9fi de taille :<br \/>\ntracer et traiter les demandes des consultants \u00e0 l&#8217;\u00e9chelle mondiale<\/h3>\n<p>Accompagner un consultant en mission, qu&#8217;il soit en Alg\u00e9rie, au Qatar, en Mozambique ou en Europe, c&#8217;est r\u00e9pondre pr\u00e9sent sur tous les fronts : feuille de temps, voyages, documents RH, paiements&#8230; Des demandes vari\u00e9es, souvent urgentes, qui exigent r\u00e9activit\u00e9 et coordination de la part des \u00e9quipes d\u2019Altea Energy, quelle que soit la localisation du consultant.<\/p>\n<p><em>\u00ab \u00c0 mesure qu&#8217;Altea Energy \u00e9tend ses op\u00e9rations \u00e0 travers le monde et mobilise toujours plus de consultants, la qualit\u00e9 du support doit suivre le m\u00eame rythme. C&#8217;est dans cette dynamique qu&#8217;est n\u00e9 le projet de \u00ab customer care \u00bb centralis\u00e9 : une plateforme unifi\u00e9e pour recevoir, assigner et r\u00e9soudre plus rapidement l&#8217;ensemble des demandes de nos consultants. L\u2019objectif est d\u2019apporter des solutions rapides \u00e0 leurs probl\u00e9matiques pour qu\u2019ils puissent se concentrer sur l\u2019essentiel : leur mission.\u00bb<\/em>, explique <strong>Pamela Bobillier, Directrice de la Transformation d\u2019Altea Energy.<\/strong><\/p>\n<p><strong>L\u2019objectif du projet : structurer le traitement des demandes entrantes des consultants, pour garantir rapidit\u00e9, transparence et qualit\u00e9 de l\u2019exp\u00e9rience.<\/strong><\/p>\n<h3>Comment fonctionne le syst\u00e8me de ticketing ?<\/h3>\n<p>Le principe est simple, l&#8217;impact concret.<\/p>\n<p>Le consultant envoie sa requ\u00eate \u00e0 un email d\u00e9di\u00e9, cr\u00e9ant automatiquement un ticket dans la plateforme.<\/p>\n<p>Ce ticket est alors class\u00e9 par sujet (Paiements &amp; Timesheets, Voyage &amp; Logistique, RH, HSE\u2026), puis assign\u00e9 au d\u00e9partement concern\u00e9 (Global Support, Finance, RH Alg\u00e9rie ou HSE) qui affecte un interlocuteur d\u00e9di\u00e9 (agent) au sein d&#8217;Altea Energy.<\/p>\n<p><em>\u00ab L&#8217;agent traite la demande directement dans notre plateforme, et sa r\u00e9ponse est automatiquement transmise au consultant par email, dans le fil de conversation d&#8217;origine, pour plus de tra\u00e7abilit\u00e9, et sans risque de perte d&#8217;information. Un ticket r\u00e9solu sans retour du consultant dans les 14 jours est automatiquement cl\u00f4tur\u00e9. Et si le consultant rouvre la conversation sur un ticket cl\u00f4tur\u00e9, un nouveau ticket est cr\u00e9\u00e9 pour ne manquer aucune demande. \u00bb<\/em>, pr\u00e9cise <strong>Pavel Veretennicov, Chef de projet digital d\u2019Altea Energy.<\/strong><\/p>\n<h3>Un d\u00e9ploiement progressif, des r\u00e9sultats mesurables<\/h3>\n<p>Le projet a \u00e9t\u00e9 lanc\u00e9 en juillet 2025 aupr\u00e8s d&#8217;un premier groupe pilote de consultants, permettant de tester et d&#8217;ajuster le dispositif avant un d\u00e9ploiement \u00e0 grande \u00e9chelle.<\/p>\n<p>En f\u00e9vrier 2026, le syst\u00e8me a \u00e9t\u00e9 officiellement ouvert \u00e0 l&#8217;ensemble de la communaut\u00e9 de consultants Altea Energy.<\/p>\n<p>D\u00e8s les premiers mois de fonctionnement, les chiffres sont encourageants :<\/p>\n<ul>\n<li><strong>220 tickets trait\u00e9s<\/strong> entre f\u00e9vrier et avril 2026<\/li>\n<li><strong>44 % des consultants ont soumis au moins une demand<\/strong>e via le syst\u00e8me<\/li>\n<li><strong>Top 3 des sujets :<\/strong> Paiements &amp; Feuilles de temps (37 %), Voyage &amp; Logistique (32 %), RH (12 %)<\/li>\n<\/ul>\n<p><em>\u00ab Parmi les demandes li\u00e9es aux paiements, les principales pr\u00e9occupations portent sur le calendrier de paiement, les d\u00e9lais de paiement et les notes de frais. C\u00f4t\u00e9 voyage et logistique, les r\u00e9servations de billets repr\u00e9sentent \u00e0 elles seules 84 % des demandes, un signal clair sur l&#8217;importance de la r\u00e9activit\u00e9 logistique pour nos consultants en mission. \u00bb<\/em> commente <strong>Pavel Veretennicov, Chef de projet digital d\u2019Altea Energy.<\/strong><\/p>\n<p>Une enqu\u00eate de satisfaction men\u00e9e en avril 2026 r\u00e9v\u00e8le un score de satisfaction moyen de 4\/5, un niveau encourageant pour un outil encore en phase de mont\u00e9e en puissance, et une base solide pour viser l&#8217;excellence.<\/p>\n<p><strong>L&#8217;objectif fix\u00e9 : r\u00e9duire de 50 % le temps de r\u00e9ponse moyen gr\u00e2ce \u00e0 la structuration des workflows, \u00e0 l\u2019int\u00e9gration de l\u2019IA et \u00e0 l&#8217;automatisation du routage des demandes.<\/strong><\/p>\n<h3>Un syst\u00e8me en constante am\u00e9lioration<\/h3>\n<p>Fid\u00e8le \u00e0 son approche d&#8217;am\u00e9lioration continue, Altea Energy a d&#8217;ores et d\u00e9j\u00e0 identifi\u00e9 les prochaines fonctionnalit\u00e9s \u00e0 d\u00e9ployer :<\/p>\n<ul>\n<li>Int\u00e9gration de l\u2019IA afin d\u2019aider les agents \u00e0 r\u00e9pondre plus vite et mieux aux demandes<\/li>\n<li>Notifications automatiques au consultant \u00e0 chaque changement de statut de son ticket<\/li>\n<li>Envoi automatique d&#8217;une enqu\u00eate de satisfaction \u00e0 chaque cl\u00f4ture de ticket<\/li>\n<li>R\u00e8gles d&#8217;escalade pour les tickets sans action au-del\u00e0 d&#8217;un d\u00e9lai d\u00e9fini<\/li>\n<li>Logique intelligente de cr\u00e9ation de nouveaux tickets lors de r\u00e9ouvertures tardives<\/li>\n<\/ul>\n<p>Ces \u00e9volutions visent \u00e0 rendre le dispositif encore plus fluide, transparent et autonome, pour que chaque consultant puisse se concentrer sur sa mission.<\/p>\n<p>\u00ab Ce projet illustre une conviction profonde d&#8217;Altea Energy : mobiliser les meilleurs experts de l&#8217;\u00e9nergie, c&#8217;est aussi leur garantir un accompagnement fluide et fiable, \u00e0 la hauteur de leur engagement sur le terrain. En centralisant et en structurant le traitement des demandes de bout en bout, nous tenons notre promesse d&#8217;un service consultant r\u00e9actif, o\u00f9 que soit le consultant dans le monde. \u00bb, conclut <strong>Pamela Bobillier, Directrice de la Transformation d\u2019Altea Energy.<\/strong><\/p>\n<p>&#8212;&#8212;&#8212;&#8211;<\/p>\n<h3>Vous \u00eates consultant dans l\u2019\u00e9nergie<br \/>\net souhaitez d\u00e9couvrir les missions disponibles ?<\/h3>\n<p>Pour \u00eatre inform\u00e9 des nouvelles offres en temps r\u00e9el, n\u2019h\u00e9sitez pas :<\/p>\n<ul>\n<li>\u00e0 consulter toutes les offres sur notre page\u00a0<a href=\"https:\/\/altea-energy.com\/fr\/rechercher-un-job\/consulter-les-jobs\/\"><strong>\u201cOffres de mission\u201d<\/strong><\/a><\/li>\n<li>et \u00e0 nous suivre sur notre\u00a0<a href=\"https:\/\/www.linkedin.com\/company\/altea-energy\"><strong>page LinkedIn<\/strong><\/a>\u00a0!<\/li>\n<\/ul>\n<p>&#8212;&#8212;&#8212;&#8211;<\/p>\n<h3>A propos d&#8217;Altea Energy<\/h3>\n<h4>Ensemble, transformons les \u00e9nergies de demain !<\/h4>\n<p>Depuis 2008, Altea Energy accompagne l\u2019industrie mondiale de l\u2019\u00e9nergie, et a s\u00e9lectionn\u00e9 et mobilis\u00e9 des milliers de consultants, sur plus de 300 projets ambitieux dans les secteurs du p\u00e9trole et du gaz, du nucl\u00e9aire et des \u00e9nergies renouvelables.<\/p>\n<p>Entreprise internationale dont le si\u00e8ge est bas\u00e9 en France, le Groupe s\u2019appuie sur 12 bureaux \u00e0 l\u2019international et des \u00e9quipes locales.\u00a0Nous mobilisons les consultants dans plus de 100 pays, avec une forte empreinte en Afrique, en Europe, au Moyen-Orient, et en Am\u00e9rique du Sud, en pleine conformit\u00e9 avec les lois et les r\u00e9glementations locales.<\/p>\n<p>Avec l\u2019acquisition de <a href=\"https:\/\/www.team-energy.co.uk\/\" target=\"_blank\" rel=\"noopener\">TEAM Energy<\/a> en 2025, sp\u00e9cialiste britannique de l\u2019assistance technique et du support \u00e0 l\u2019ing\u00e9nierie depuis 1987, Altea Energy renforce sa pr\u00e9sence en Europe, au Moyen Orient et en Asie, et \u00e9largit encore son champ d\u2019expertises.<\/p>\n<p><a href=\"https:\/\/altea-energy.com\/who-we-are\/\" target=\"_blank\" rel=\"noopener\">Discover more<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"Un d\u00e9fi de taille : tracer et traiter les demandes des consultants \u00e0 l&#8217;\u00e9chelle mondiale Accompagner un consultant en mission, qu&#8217;il soit en Alg\u00e9rie, au Qatar, en Mozambique ou en Europe, c&#8217;est r\u00e9pondre pr\u00e9sent sur tous les fronts : feuille de temps, voyages, documents RH, paiements&#8230; Des demandes vari\u00e9es, souvent urgentes, qui exigent r\u00e9activit\u00e9 et [&hellip;]","protected":false},"author":8,"featured_media":23135,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[496,494,498],"tags":[],"class_list":["post-23133","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-consultants-fr","category-clients-fr","category-corporate-fr"],"acf":{"post_in_portal":true,"post_hide_banner":false,"post_image":23135,"post_tags":false,"post_excerpt":"<div class=\"flex-shrink-0 flex flex-col relative items-end\">\r\n<div class=\"pt-0\">\r\n<div class=\"gizmo-bot-avatar flex h-8 w-8 items-center justify-center overflow-hidden rounded-full\">\r\n<div class=\"relative p-1 rounded-sm flex items-center justify-center bg-token-main-surface-primary text-token-text-primary h-8 w-8\">\r\n\r\n<strong>Dans le secteur de l\u2019\u00e9nergie, la r\u00e9activit\u00e9 est aussi critique que l'expertise technique. La qualit\u00e9 de l'accompagnement des consultants en mission fait toute la diff\u00e9rence.<\/strong>\r\n\r\nPour \u00eatre \u00e0 la hauteur de cet enjeu, Altea Energy franchit une nouvelle \u00e9tape : le d\u00e9ploiement d'un syst\u00e8me de gestion centralis\u00e9 des demandes des consultants, int\u00e9gr\u00e9 \u00e0 sa plateforme de gestion.\r\n\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Ticketing : Altea Energy digitalise le suivi des demandes de ses consultants pour am\u00e9liorer leur exp\u00e9rience - Altea Energy<\/title>\n<meta name=\"description\" content=\"Altea Energy centralise le suivi des demandes consultants de l&#039;\u00e9nergie avec un syst\u00e8me de ticketing. 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