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Similaire à La transformation digitale du secteur immobilier
Similaire à La transformation digitale du secteur immobilier (20)
La transformation digitale du secteur immobilier
- 1. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | LA TRANSFORMATION DIGITALE DANS LE SECTEUR DE L’IMMOBILIER Openmind Kfé, Paris Mercredi 8 novembre 2017 LA TRANSFORMATION DIGITALE DU SECTEUR DE L’IMMOBILIER Jeudi 16 novembre 2017
- 2. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |Copyright © 2016, Oracle and/or its affiliates. All rights reserved. 2Copyright © 2017, Oracle and/or its affiliates. All rights reserved. L’urgence de la transformation Capacité de réponse Rapidité du changement Obligation des entreprises à se transformer toujours plus vite Processus PersonnesInfrastructure Competition Innovation Regulations Attentes clients
- 3. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | AGENDA Immobilier : tendances et disrupteurs Parcours client innovant L’art des possibles Références clients Pourquoi Oracle 1 2 3 4 5
- 4. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Le virage #digital dans l’immobilier1
- 5. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | L’expérience client
- 6. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | La réalité virtuelle et augmentée
- 7. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Les Chatbots
- 8. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | de biens sont initiées en ligne Reuters 80% des recherches 19 millions de français consultent les sites et applis immobiliers chaque mois Médiamétrie C H A L L E N G E S Le Top 5 des sites immobiliers visités en France sont des portails Médiamétrie n’ont plus d’ordinateur Vivial 20% des Millenials
- 9. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | CompetitionClient Information La révolution #digitale change le paysage Technologies Donnée Peer 2 Peer Vous Expérience Mobilité
- 10. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Le #parcoursclient idéal2
- 11. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Lucy cherche à louer un appartement à Paris A C Q U I S I T I O N C L I E N T Elle commence sa recherche sur internet Elle rejoint un groupe Facebook et s’inscrit sur un forum …elle est distraite et abandonne ses recherches Le lendemain, alors qu’elle consulte son appli de cinéma, elle repère une bannière Elle est redirigée vers une landing page et intéragit avec un chatbot
- 12. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Le chatbot la guide dans sa recherche et lui propose 3 biens Elle a maintenant le choix du mode de contact avec l’agence Lucie visite les appartements la semaine suivante E N G A G E M E N T Son agent est notifié et lui répond directement sur Twitter Il lui propose un autre bien en visite 3D Lucie Bertot @luciebertot Après-midi de visites avec #parisimmo… quelques beaux appartements mais toujours pas le coup de cœur #recherchedappart
- 13. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Lucie est emballée et décide de visiter le bien La visite est un succès et Lucie se positionne Elle est inquiète des démarches administratives et de son installation Son agence la guide via un formulaire intéractif Lucie obtient l’appartement ! P R O C E S S U S D ’ A C H A T Elle recommande l’agence à ses amis
- 14. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | L’art des #possibles3
- 15. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | IoTPersonalisation L’art des possibles Service and RetainBuying processEngagementAwareness & Acquisition Personalized Advertising Optimized Content Digital Body Language Targeted Offering Web optimisationLead scoring IOT VR Cross/up selling Policy automation Request Management Chatbot Social Engagement Personalized Engagement Customer service Lead nurturing Coaching sales 360° Customer Journey Oracle CX Cloud pour l’immobilier 24 x 7 Simplicité everything-as a service SLAPartnersMobilité Information
- 16. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Service and RetainBuying processEngagementAwareness & Acquisition IoTPersonalisation L’art des possibles Personalized Advertising Optimized Content Digital Body Language Targeted Offering Web optimisationLead scoring Request Management Chatbot Personalized Engagement Lead nurturing Coaching sales 360° Customer Journey Oracle CX Cloud pour l’immobilier 24 x 7 Simplicité everything-as a service SLAPartners Information IOT VR Cross/up selling Policy automation Social Engagement Customer service Mobilité
- 17. 1 Innovez comme une Start Up. ROI comme un PRO Expérience Client #Plateforme Cloud Immobilier Innovation & ROI • Implémentation Rapide • Notre réseau de partenaires et experts Oracle pour vous accompagner • Méthode Agile et Modulaire • Approche pas-à-pas • Moderne Open Source & API Cloud ouverte pour votre développement 2 3 Personalized Advertising Targeted Offering Web optimisation Lead nurturing Cross/up selling Customer service
- 18. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |Copyright © 2016, Oracle and/or its affiliates. All rights reserved. 18Copyright © 2017, Oracle and/or its affiliates. All rights reserved. SocialMarketing Sales Commerce ServiceCPQ Integrated Customer Experience Foundation Fondation de l’ensemble des applications Social Network Mobile Analytic KPIs & Dashboards Predictive Analytics Integrations Plateforme Unifiée Web Mobile Social Analytics Expérience utilisateur Personalisée Connectée Securisée Une plateforme modulaire et connectée Global HR TalentFinancials Projects Procurement Planning & Budgeting
- 19. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Succès #clients4
- 20. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | ORACLE CX CLOUD SUITE +400% Augmentation du nombrede leads Mettre en œuvre un CRM permettant de couvrir la diversité des processus commerciaux et marketing • Consolidation des données clients et prospects dans un référentiel commun • Plateforme unifiée CRM / Marketing / Social pour une vision 360° • Augmentation des leads de 1000 à 5000 par mois CRM & MARKETING Mattamy Homes est le premier promoteur immobilier au Canada Offres ciblées Mobile Engagement digital Unifié
- 21. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Pourquoi #Oracle5
- 22. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Accompagner votre croissance CX Cloud Suite Une vision 360° de vos clients pour des actions plus efficaces Des applications flexibles pour s’adapter à votre organisation Une suite CX compatible avec l’ensemble des applications Niveau de sécurité inégalé, données hébergées en Europe Une plateforme unifiée, une infinité de possibilités Complet : Oracle Cloud Guidé par la donnée : Connaître vos clients Personnalisé : Une solution sur-mesure Connecté : Etendre vos possibilités Securisé : Protéger votre marque
- 23. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Pourquoi Oracle Capitaliser sur l’offre digital: optimiser les coûts et augmenter vos revenus Accélérer votre innovation: plateforme modulaire et intégrée Vous accompagner: expertise dans votre secteur d’activité
- 24. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Merci pour votre attention
Notes de l'éditeur
- . But we know that every industry and every market is experiencing disruption and this impacts your ability to achieve your desired business outcomes. This is driven by changes in customer expectations, changing talent dynamics and also rapid shifts in business models fueled by technology. For most organizations the pace of change has surpassed their ability to respond to it. To close this gap, Cloud has increasingly become the default for how technology is being adopted to enable ongoing innovation to help you address your ever changing business needs. Let me tell you a little story of one of my experience in the controlling department of an Industrial Small enterprise company in the south of France (7 years ago already) I was in charge of calculating the standard costs on a regular basis, comparing the figures coming from the erp system, coming from our accounting dept(real costs), and the calculated ones for a perfect margin prices’ world. This was done mainly through Excel, with important & complex Pivot table and linked with several data sheets. It was very interesting to understand all those details, needing an analytical mind, and looking at the big picture at the same time. One day, the Ceo of the company called me for an unplanned meeting in his office with one of the commercial director, that he was challenging regarding price discounts. I had to take my last Excel files on the spot, to try to bring a single version of the truth on the table. Due to the unplanned meeting, the complexity of the process I was doing, handling multiple sources of information, and the Excel complexity, I was not enough confident in the figures to look like a real business partners for this meeting. My conclusion is that I wish I had the tools that were more reliable, to have one single version of the truth to bring along with me. I have learned since then (and within Oracle), that 70 % of the companies are still using Excel for this kind of exercise, as well as budgeting, reporting, and consolidation. Industrializing this process therefore is a huge business gains’ changers for any company. It allow them to simply look at real figures that cannot be questioned, and take the related actions as a result, taking the right path to a growth’ strategy. And it has to go through the adoption of world-class tools like the ones we are offering with our integrated ERP, Epm, HCM or Cx solutions; Transition: The questions we are hearing most from organizations is how to adopt cloud and when to adopt? I would like to share insight on how to embrace the cloud and achieve its promise. …..(connects to next slide) (Next slide…)
- Ubérisation du secteur = contrer les pure player, Experience utilisateur (commerces, transports, avis sur quartiers/logements) + services + multidevice 35% des connections via mobile => millenials Toute l’offre immobilière en un clic. Bien’Ici réunit sur un même site toute l’offre immobilière et les services associés : le meilleur de la technologie avec une géolocalisation fine des biens (comme peuvent l’offrir Streetview ou Google Maps), l’intégralité des données qui concernent une ville ou un quartier (à l’instar de ce que font les municipalités sur leurs propres sites) et, bien sûr, l’accumulation de centaines de milliers d’annonces sur toute la France. Un site internet évidemment accessible sur ordinateurs, tablettes et smartphones. Une vision exhaustive de sa future habitation ! En effet, alors que les sites d’annonces fourre-tout rivalisent d’imprécisions, Bien’Ici présente non seulement une description complète des logements à vendre ou à louer mais également tous les renseignements utiles concernant le quartier où ils se situent : établissements scolaires à proximité, transports en commun, cabinets médicaux, commerces, salles de sports, sans omettre la typologie démographique du secteur avec moyenne d’âge et catégories socioprofessionnelles. Un système unique pour se faire une idée précise de son futur environnement. Un site intuitif qui préfigure l’internet de demain. Au-delà de cette exhaustivité, Bien’Ici révolutionne la quête d’un bien à louer ou à acquérir. En sus des habituelles recherches par commune ou par rue, Bien’Ici affiche une carte en trois dimensions sur laquelle chacun peut évoluer en temps réel pour affiner son exploration jusqu’à trouver l’emplacement exact de son prochain logement. Une simplicité d’utilisation qui devrait achever de convaincre les plus réticents au monde 2.0 ! D’autant que le site est totalement exempt de publicités intempestives.
- Orpi dans 300 de ses 1200 agencies. Zones Rurales notamment Société rennaise Artefacto Des visites virtuelles sur tablettes et ordinateurs Des sociétés comme l’entreprise Rhinov proposent la réalité virtuelle dans son concept le plus simple. Ici, pas besoin d’un casque, simplement d’une tablette ou d’un desktop. Grâce à un plan du logement, Rhinov va faire une représentation en 3 dimensions et du home staging virtuel. L’internaute peut ensuite se déplacer au sein de cet environnement. Avec une tablette, celui-ci peut même superposer le virtuel à la réalité, mais on penche du côté de la réalité augmentée. La visite virtuelle à l’aide d’un casque La société Matterport, entre autres, propose aux agences immobilières des solutions leur permettant de créer une représentation en 3 dimensions d’un logement. Cette représentation peut ensuite être visitée via l’utilisation d’un casque de réalité virtuelle. L’utilisation d’un casque n’est pas obligatoire (la visite virtuelle pouvant se faire sur ordinateur). Cependant, pour l’immersion, on préféra quand même l’utilisation d’un Google Cardboard ou d’un périphérique du genre. En somme, la réalité virtuelle vous permet de transporter votre client et de lui faire vivre une expérience (une visite par exemple) tandis que la réalité augmentée va vous permettre d’utiliser le monde physique pour y ajouter des éléments virtuels. Maintenant, la question que l’on vous pose est : êtes-vous team réalité virtuelle ou team réalité augmentée?
- Chatbots : sujet très à la mode également dans votre secteur : effet de mode ou vrai tendance? Century 21 vient de dévoiler aujourd’hui son chatbot pour Facebook Messenger, un outil qui permet aux utilisateurs de rechercher des biens et des agences directement depuis l’interface de la messagerie de Facebook. Ce déploiement fait de l’enseigne le premier réseau à déployer un système de ce type à grande échelle. Le bot permet donc de rechercher des propriétés, mais aussi des agences. L’utilisateur peut mener la recherche de la façon dont il le souhaite. Il peut se laisser guider par le bot, ou bien saisir ses critères directement. La recherche s’appuie sur la géolocalisation et permet, comme sur un site immobilier, de conserver des annonces en favoris et d’être notifié des nouveautés. Le chatbot est connecté à l’ensemble de la base d’annonces du réseau Century 21 France. Le déploiement se fera en premier lieu auprès de 500 membres du réseau. À terme, l’objectif est que l’outil soit disponible sur l’ensemble des supports en ligne de Century 21, des sites d’agence à la page Facebook du réseau.
- Customer - Price Savvy (doing research online) - Buys business transformation not product - Information Aware Competition - OEMs go direct - OpenSource - Cloud Internal - Falling costs of hardware - Create recurring revenue streams
- 1 / Appart à Paris 2/ Google, forums, portails spécialisés, site de peer-to-peer
- Souscritoo _ service installation assurance habitation, energie,
- SPEAKER: This can all be delivered by combining those services in a way that works for your company Taking this breadth and depth…
- SPEAKER: This can all be delivered by combining those services in a way that works for your company Taking this breadth and depth…
- . But we know that every industry and every market is experiencing disruption and this impacts your ability to achieve your desired business outcomes. This is driven by changes in customer expectations, changing talent dynamics and also rapid shifts in business models fueled by technology. For most organizations the pace of change has surpassed their ability to respond to it. To close this gap, Cloud has increasingly become the default for how technology is being adopted to enable ongoing innovation to help you address your ever changing business needs. Let me tell you a little story of one of my experience in the controlling department of an Industrial Small enterprise company in the south of France (7 years ago already) I was in charge of calculating the standard costs on a regular basis, comparing the figures coming from the erp system, coming from our accounting dept(real costs), and the calculated ones for a perfect margin prices’ world. This was done mainly through Excel, with important & complex Pivot table and linked with several data sheets. It was very interesting to understand all those details, needing an analytical mind, and looking at the big picture at the same time. One day, the Ceo of the company called me for an unplanned meeting in his office with one of the commercial director, that he was challenging regarding price discounts. I had to take my last Excel files on the spot, to try to bring a single version of the truth on the table. Due to the unplanned meeting, the complexity of the process I was doing, handling multiple sources of information, and the Excel complexity, I was not enough confident in the figures to look like a real business partners for this meeting. My conclusion is that I wish I had the tools that were more reliable, to have one single version of the truth to bring along with me. I have learned since then (and within Oracle), that 70 % of the companies are still using Excel for this kind of exercise, as well as budgeting, reporting, and consolidation. Industrializing this process therefore is a huge business gains’ changers for any company. It allow them to simply look at real figures that cannot be questioned, and take the related actions as a result, taking the right path to a growth’ strategy. And it has to go through the adoption of world-class tools like the ones we are offering with our integrated ERP, Epm, HCM or Cx solutions; Transition: The questions we are hearing most from organizations is how to adopt cloud and when to adopt? I would like to share insight on how to embrace the cloud and achieve its promise. …..(connects to next slide) (Next slide…)
- SPEAKER Denon achieved 10% increase in agent productivity by combining Service Cloud and IoT Cloud - because the streaming audio product is "telling" the service team about the customer usage status SOURCES Short Story: Denon & Marantz Group designs, manufactures, and sells high-end audio, video, and media equipment as well as consumer electronics through its subsidiaries, including Denon, Marantz, and Boston Acoustics. The company—which sells its products largely through resellers, distributors, and retailers—offers products, such as amplifiers, speakers, DVD players, multiroom audio, and headphone equipment in North America, Europe, and Asia. D&M needed to increase customer engagement and loyalty in the competitive consumer-electronics space by creating a single, 360-degree view of each of their customers. They also wanted to create online, self-service tools to reduce contact-center volume and costs and reduce back-office infrastructure-management costs and system downtime with a cloud-based solution. They chose the Oracle CX Cloud Suite to implement a unified, global, customer service, sales, and marketing platform that can support local rules and regulations in 70 countries while scaling for future growth. Using Oracle Service Cloud and its IoT Accelerator, Denon & Marantz is leveraging customer insights from more than 200,000 connected devices globally to deliver personalized, positive and consistent customer experiences worldwide. They have been able to improve their customers experience and increase their internal efficiency and knowledge base. In addition, they leverage IoT information via the Oracle Marketing Cloud to target campaigns based on how a consumer actually uses the product. D&M has uses social feedback gather with Oracle Social Cloud to prioritize feature development and bug fix approaches. Footprint: Marketing Cloud, Sales Cloud and Service Cloud Reference Assets: http://medianetwork.oracle.com/video/player/5110282928001 https://www.oracle.com/corporate/pressrelease/oracle-oracle-helps-organizations-personalize-the-customer-experience-042716.html?msgid=gcp-SALCLD http://www.forbes.com/sites/oracle/2016/02/25/how-stereo-pioneer-marantz-is-changing-its-tune-for-the-wireless-world/#5d1b3e4a3bd1 https://www.oracle.com/corporate/pressrelease/oracle-oracle-helps-organizations-personalize-the-customer-experience-042716.html?msgid=gcp-CXAPPS http://www.oracle.com/us/corporate/customers/customersearch/dm-group-1-service-cloud-ss-2330156.html http://medianetwork.oracle.com/video/player/5110282928001 http://medianetwork.oracle.com/video/player/5110266800001 http://medianetwork.oracle.com/video/player/5110282928001 http://medianetwork.oracle.com/video/player/5110266800001 More Details: D+M Group Gains 360-Degree View of Customer Activities, Improves Contact Center Effectiveness by 10% Oracle Customer: D+M Group Location: Mahwah, New Jersey Industry: High Technology Employees: 2,500 Annual Revenue: $100 to $500 Million Founded in 2002, D+M Group designs, manufactures, and sells high-end audio, video, and media equipment as well as consumer electronics through its subsidiaries, including Denon, Marantz, and Boston Acoustics. The company—which sells its products largely through resellers, distributors, and retailers—offers products, such as amplifiers, speakers, DVD players, multiroom audio, and headphone equipment in North America, Europe, and Asia. Challenges A word from D+M Group “We want to provide our customers with an exceptional customer experience no matter which channel they choose or where in the world they live. Oracle Service Cloud enables us to capture the data we need to create a 360-degree view of each customer, while also reducing operational and maintenance costs.” – Scott Strickland, Global CIO, D+M Group Implement a unified, global, customer service, sales, and marketing platform that can support local rules and regulations in 70 countries while scaling for future growth Increase customer engagement and loyalty in the competitive consumer-electronics space by creating a single, 360-degree view of each customer Create online, self-service tools to reduce contact-center volume and costs Reduce back-office infrastructure-management costs and system downtime with a cloud-based solution Solutions Oracle Product and Services Oracle Service Cloud Implemented Oracle Service Cloud globally to ensure a centralized customer-service platform that can scale to support growing audio and media product demands, while also reducing infrastructure-management costs Developed a global, centralized self-service FAQ resource with 1,890 questions and responses covering all audio and media products, reducing contact-center call volume and costs while ensuring customers have access to high quality, consistent, region-specific information with Oracle Service Cloud Web Customer Service Provided contact-center agents with a single, 360-degree view of customer activities across channels—including phone, e-mail, social media, and web-based self-service tools—to enhance customer engagement and grow loyalty with Oracle Service Cloud Cross-Channel Contact Center Integrated multiple legacy systems into the Oracle Service Cloud platform, which helped reduce the average call handling time by two minutes, improve call-center agent effectiveness by 10% in FY2014, and reduce maintenance costs Cut the percentage of long calls (those over 12 minutes) from 26% of total calls to 15% in just seven months—improving agent productivity Escalated calls to the most qualified resource to cut call-wait times Used Live Chat to improve agent response consistency and reduce cost per contact Enhanced analytics and reporting capabilities to better measure average call-handling times, hold times, and abandonment rates and ratios, while identifying where the company should add new FAQ content to further reduce call volume Accelerated global marketing and sales campaign development for electronics and made it easier to develop and implement targeted region- and customer-specific campaigns by centralizing global product and customer information Why Oracle “When we began this project, we evaluated several offerings, but chose Oracle Service Cloud, which enabled us to bring our marketing and customer-service operations to the next level by integrating social and mobile capabilities, which was key for our business needs,” said D+M Group’s Vice President of Digital Marketing and Customer Engagement, Alex Alexandrou. Implementation Process D+M Group worked with Oracle Specialized Partner Helix Business Solutions, LLC to complete the initial Oracle Service Cloud implementation in North America. The company then continued a phased roll-out, rolling out the platform to several countries in Europe and then expanding to China. D+M Group is currently working with Oracle to implement the solution in Japan and Australia. Partner Oracle Partner Helix Business Solutions, LLC Oracle Specialized Partner Helix Business Solutions, LLC is an Oracle Service Cloud implementation expert. It was a key resource in ensuring D+M Group achieved the maximum benefit from the Oracle solutions. The partner helped D+M Group build and implement the new customer service and marketing platform, and ensure smooth integration with D+M Groups’ other critical IT systems. Resources More Reference Assets About High Technology
- Customer - Price Savvy (doing research online) - Buys business transformation not product - Information Aware Competition - OEMs go direct - OpenSource - Cloud Internal - Falling costs of hardware - Create recurring revenue streams SUMMARY: VAD & VAR MUST DIFFRENCIATE IN ORDER TO SURVIVE – Demand for ‘Managed Services’ has decreased by 35% since 2012. – Demand for ‘IT Solutions’ has fallen by 50% since 2013. – Demand for ‘Networking’ has fallen by 60% since 2013. Conversely, demand for ‘Digital Transformation’ has increased by 400% since 2014 - https://www.ionology.com/digital-transformation-antidote-disruption-var-industry/