Fashion Tech - Transformando la experiencia del cliente de las startups.
La moda siempre ha sido escenario favorable para la innovación. La aceleración de la tecnología de la moda obliga a las marcas a replantearse sus canales digitales y su relación con los clientes. Los actores de la moda se esfuerzan por desarrollar tecnologías que les diferenciarán, internamente o a través de asociaciones con las startups tecnológicas más novedosas. En este artículo, hemos incluido varias empresas de tecnología de la moda que hay que tener en cuenta ya que sirven de apoyo a los principales actores de la moda a la hora de redefinir la experiencia de sus clientes.
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Ayudas gubernamentales del COVID bajo una perspectiva de Compliance
Webhelp impartió este pasado Martes 9 de Marzo a través de la plataforma de ASCOM el webinar sobre “Gestión práctica de las ayudas gubernamentales del COVID bajo una perspectiva de Compliance” donde se explico como Webhelp es uno de los principales actores en los servicios de compliance y en particular en gestión de KYC.
Soraya Otero – Iberia and Nordic Region Sales Director, Webhelp– presento al grupo Webhelp como lider europeo en BPO, Business Process Outsourcing presentes en 50 países con 75.000 empleados con una presencia muy importante en España en varias localizaciones y una plantilla de 7.000 personas. Mencionó que han creado WebHelp KYC Services como respuesta a las necesidades planteadas por sus propios clientes regulados en cuanto a externalizar y mejorar sus procesos de compliance
Nicolas Dambrine – Deputy General Manager, Webhelp KYC Services – compartio la experiencia del grupo Webhelp en la colaboración con el gobierno francés en la gestión de las ayudas COVID a través del BPI, Banco Público de Inversión francés que apoya a las empresas en el desarrollo de sus actividades.
Informo de las soluciones que ha aportado el grupo al BPI a través de una plataforma KYC digital y un equipo de expertos.
También mencionó el proceso de control personalizado que se aplica para garantizar la calidad y la conformidad a las normas, los controles automáticos sobre documentación estándar y controles humanos sobre la documentación no estándar. Nicolas ha destacado la rápida implementación que se ha hecho del proyecto, en dos semanas.
El equipo de expertos dedicado permite una agilidad en el tratamiento de las solicitudes de créditos respondiendo en el día a aquellas que se someten antes de las 16 hs de la tarde se contestan en el mismo día, las que entran después de las 16 se contestan al día siguiente
Jose Carlos Cuevas – Socio de EY especializado en restructuraciones y turnaround en el área de Estrategia y Transacciones – Expuso cuales son las mejores alternativas de financiación en ésta situación de Pandemia centrándose en las que mejoran la situación patrimonial de las empresas y su instrumentación.
Analizó las Línea de avales ICO, Covid – 19, tanto en liquidez como en inversión. A continuación, analizó en detalle cuales son las condiciones de financiación de los fondos SEPI y cuáles son los criterios de elegibilidad que se toman en cuenta, así como su funcionamiento en la práctica profundizando en las restricciones que existen para la ayuda pública.
Asimismo, se anunció que el 12 de marzo el Consejo de Ministros tomaría medidas que afectarían al marco legal existente introduciendo otros instrumentos y posibilidades, como así fue.
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Customer Complaints
Webhelp Payment Services and its staff work tirelessly to ensure that it permanently provides you with the best quality service, advice and attention. However, despite our vigilance, dissatisfaction or difficulties can sometimes occur.
In these circumstances, you can make your complaint in accordance with article L.133-45 (French Monetary and Financial Code), following a special procedure.
Accreditations
Webhelp Payment Services is accredited to carry out a range of actions including international debt recovery for and on behalf of our clients .
Webhelp Payment Services is authorised as a Payment Institution by the French Prudential Supervisory Authority (ACPR*). Thanks to our status of Payment Institution we are able to operate across the European Economic Area.
Webhelp Payment Services is also registered with ORIAS*, the unique register of intermediaries, as an insurance intermediary.
*N° Code Interbancaire (CIB) : 16518E – Insurance intermediary registration number ORIAS: 12 064 847
Webhelp Recruitment Privacy Policy
Webhelp Recruitment Privacy Policy
At Webhelp, we believe that protecting Personal data is not only a matter of security or compliance with a particular legal framework but is a matter of individual and organisational commitment. Disclosing and sharing Webhelp standards within the recruitment process through this Recruitment Privacy Policy (hereinafter, the “Privacy Policy”) is of the utmost importance regarding the Data Subjects’ legitimate expectations about how their Personal Data is processed.
This Webhelp Recruitment Privacy Policy is part of the Webhelp’s Privacy Policy. In case of contradiction, the Webhelp’s Privacy Policy’s measures shall prevail.
1. General principle
Any Personal Data shared with Webhelp when applying for a position will only be collected for our recruitment process and will only be used for this purpose. We may need to share your Personal Data, such as your Identification data, life related data or any other information you will provide us. Such Personal Data may be shared with our clients and/or with other entities of the Webhelp group. In such case, any transfer will be made under strict binding corporate agreements, including EU standards clause or Binding Corporate Rules. Such documents are available on request. For some particular positions, we may need to carry out automated decision-making.
You have the right to access to your data, to lodge a complaint with a supervisory authority or to request rectification, erasure of personal data, restriction of processing concerning you, to object to processing as well as the right to data portability. In any case, you can contact our Data Protection Officer.
2. Personal data we may acquire from you
We may collect and process the following Personal Data:
Information you give us by completing forms or surveys on our Website webhelp.com. We may also collect information when you let us know about an issue on our Website. Quotes under these forms are here to remind you about your rights on your Personal Data, as stated hereinafter.
If you contact us, we may keep a report of this correspondence and we may record our communications for quality and training’s purposes.
Details about your visits on our website -including your browsing Data, your path, your browsing language, your localisation Data or other communication’s information- and the resources you have access to.
3. How long will we store your personal data?
We will retain all data related to your application for two years unless (1) it becomes clear that an offer of employment will not be made, or unless (2) you instruct us differently.
We will store connection Data we collect from your visit (cookies) to our website for 13 months, except for Data that have been anonymised in accordance with applicable legislation.
4. Why do we collect your personal data?
Any Personal Data shared with Webhelp when applying for a position will only be collected for our recruitment process and will only be used for this purpose.
When using our Website, the collection of your Data helps to make our website as efficient as possible and allows you to access the interactive functions of the website. Such as to :
Estimate our audience’s size and the way they use our Website.
Store information about your preferences and therefore personalise our Website depending on your personal interests.
Improve your searches.
Recognise you when you return to our Website.
Maximise professional information and share with you information about our latest opportunities corresponding to your profile, as long as you gave your consent to receive such information. We may also use your Data to inform you about changes and developments of our service.
When you share Personal Data of another person with us, you confirm that they provided their consent for you to act on their behalf and that they were informed about our identity and the purposes of their Data processing.
5. How do we collect your personal data?
In addition to the elements mentioned in our Website Privacy Policy, Recruitment process will require Webhelp to collect data when such data is shared with us.
This an happen when you share it directly with us or when third party provide us information about you. This can happen for example when you send provide us you CV, interviews or when we take references.
6. Cookies policy
We can get information about your general use of the Internet by using cookies (a small file stored on your device’s hard drive). Cookies help us improve our Website and provide a more personalised and improved experience. For this purpose, we have implemented technical measures enabling us to collect your Data through your IP address and cookies. That is why we can gather your information, such as your IP address, your browser or your operating system for the administration of the system, the improvement of our Website and to make reports (for example through aggregated information). We take all the useful cautions to share only statistical Data about actions and browsing behaviours of our users that do not enable an individual’s identification.
If you would like to remove cookies, please go your browsing’s instructions to localise the file or the folder where Data is stored.
You can refuse to accept cookies by activating the parameter enabling you to refuse cookies’ installation. However, if you choose this parameter, some parts of our Website might not be accessible to you. If you do not adjust your browser’s parameters so that it refuses cookies, our system will send cookies when you connect to our Website.
We also have links to social networking such as, but not limited to Twitter, Facebook and LinkedIn. These are third party websites, we shall not be held responsible of the Data they collect. We invite you to read more about their Privacy Policy :
Twitter
LinkedIn
Facebook
7. Sharing personal data with third parties
In order to provide you with the best recruitment process, we sometimes need to share your Data within the Webhelp group. In some cases, we can share your Data with third parties, especially with our technical or HR partners and sometimes with our clients. We will share your Data only with partners demonstrating sufficient guarantees regarding the implementation of appropriate technical and organisational measures to respect your rights and keep your Data safe.
Subject to your previous agreement, we will sometimes share your contact details so that you receive information’s message about latest positions likely to interest you from our partners. These messages can take the shape of a mail, a phone call, a fax, an email or some other electronic messaging services. By providing your fax or phone number or your email address, you accept to be reached through these methods for the purposes to which you specifically gave your consent. If you do not want to receive any information from us, please click here.
We may share your Data with third parties (1) In case of selling or purchase of one of our entities (2) If we or all of our assets are acquired by a third party (3) If we have to divulgate or share your contact details in case of any legal obligation (4) To protect our rights, property and safety or our users (5) In case of information’s exchange with other companies and organisations for the purpose of preventing fraud.
8. Where do we store your personal data and how do we protect it?
Any information you provide us is stored on our secure servers. Your Personal Data is stored in the European Economic Space but can also be transferred or stored in a place out of the European Economic Space or within the Webhelp group. It can be processed by people out of the European Economic Space working for us or for one of our providers and partners. By consenting to give your data, you agree to this transfer (that can include transfers to countries where the legislation is less protective than it is in the European Economic Space), this storage or this processing. We take all reasonable measures to insure that your Data is being processed in a secure way and in accordance with this Privacy Policy.
Unfortunately, sending information on the Internet is never completely secure. Although we do our best to protect your contact details, we cannot guarantee the security of the Data delivered on our Website. As soon as we receive your details, we use strict proceedings and safety measures to prevent any illegal access to your Data.
9. Your rights
At Webhelp, we are committed to upholding the rights granted by Data Protection law. The information below will enable you to carry out your rights. You can make a request through all the means indicated in the contact section or by using our online form.
Right to access your Personal Data: You have the right to be informed about whether your Personal Data is being processed by Webhelp or its partners. If this is the case, we will explain how these partners use your Data and we will let you know about the purposes of the processing, what kind of Data is being processed, to whom and where your Data is being shared, for how long it is stored and if your Data is being subject to an automated individual decision-making. You can also ask us to provide a duplicate of your Data, this could lead to reasonable fees payment based on the potential administrative cost we could have. These fees will not be enforced if we share your Data through your right to data portability.
Right to rectification: Having accurate Data is essential to us. That is why we will rectify your inaccurate Data in the shortest timescale possible.
Right to erasure (« right to be forgotten”): Apart from where there are opposing measures, we will erase your Data in order to comply with our legal obligations, especially when your Data is no longer required, or when you request deletion.
Right to restriction of processing: You can ask Webhelp to restrict your Personal Data processing if you consider that your Personal Data is inaccurate or if you ask us for the erasure of your Personal Data. Moreover, you can ask us to restrict processing if you have the right to object to this processing.
Right to portability: You can receive your Personal Data in a structured, commonly used and machine readable format as long as the processing is carried out by automated means. When technically possible, you can have your Personal Data directly transmitted to another controller.
Right to object: In some circumstances and on grounds relating to your particular situation, you have the right to object to processing of your Personal Data. When you make this request and that it complies with law, we will not process your Data unless we demonstrate that it is necessary for the performance of a task carried out in the public interest that would prevail on your fundamental rights. We can also process your Personal Data if it is necessary to noticing, exercise or defence of legal rights. If you do not want to receive opportunities from us, please click here.
Right to lodge a complaint: If you think that Webhelp does not respect this Privacy Policy or that your rights granted by law are not rightly ensured by Webhelp, you have the right to lodge a complaint to a Data Protection Authority. In all cases, do not hesitate to contact our Data Protection Officer at the following address: privacy@webhelp.com.
Finally, we will take all reasonable measures to notify to every recipient of Personal Data every rectification or erasure or this Personal Data or every restriction of processing, unless such a notification turns out to be impossible or demands disproportionate efforts.
10. Changes linked to our privacy policy
Any major change that we will make in this Webhelp Recruitment Privacy Policy in the future will be posted on this page. If this change turns to be substantial, we commit to inform you about it as soon as possible by using reasonable means.
10. Governing legislation
Unless otherwise required by any applicable law, any difficulty, claim or litigation generated by or in relation with the present terms and conditions shall be settled according to French laws. French jurisdictions are fully and solely competent to hear of any legal dispute rising out of these terms and conditions.
11. Contact
If you have any questions about this privacy policy and how we use your personal data, please contact us at the following email address: privacy@webhelp.com.
Or write to our Data Protection Officer at the following address:
Group Data Protection Officer
Legal and Compliance Department
161 rue de Courcelles
75017 – PARIS
FRANCE
[CR 12.10] Quelles stratégies pour votre Marketplace B2B ?
Le 12 octobre avait lieu la seconde édition de la matinale des marketplaces B2B dans les locaux de Webhelp. Le thème de cette année 2017 : Le Printemps des Marketplaces.
Au programme, conférence avec Olivier de Panafieu, co-managing Partner chez Roland Berger et auteur de l'étude « The Spring of B2B Marketplaces » ; puis table ronde sur les stratégies de marketplaces B2B avec les pionniers du secteur : Vincent Belhandouz de Aniel, Sylvain Bozoc de Métro, et enfin Renaud Enjalbert de Procsea.
Les places de marché jouent un rôle essentiel dans la digitalisation des entreprises B2B. Cependant, toutes celles-ci n’utilisent pas forcément la même stratégie. Une étude a mis en avant 4 différents modèles :
- La stratégie Long-tail Growth permet aux entreprises de proposer un panel de produits le plus large possible, en intégrant des vendeurs tiers dans leur plateforme, afin de développer son offre auprès de sa clientèle mais également de l’élargir en partant à la conquête de nouvelles cibles.
- Defensive One-Stop Shop a pour principe de recruter de nouveaux vendeurs afin de fidéliser sa clientèle en élargissant la gamme de produits et services proposée. Cette stratégie peut être à la fois défensive avec comme but principal la conservation de ses clients qui pourraient être tentés par la concurrence pour compléter leurs achats, mais elle peut être également offensive en permettant une approche verticale.
- Dans la conjoncture actuelle, il y a des périodes où l’offre et la demande se rencontrent difficilement. Les marketplaces permettent aujourd’hui de transformer ainsi que de créer de nouveaux métiers et modèles, et donc de proposer une solution pour palier à ce problème. Ce phénomène est celui qu’on appelle : Business Model Transformation.
- Autre stratégie principalement utilisée par les industriels, les manufacturiers directement , la Distribution Chanel Extension. Celle-ci permet de doter ses distributeurs d’une stratégie digitale efficace, et de faciliter leur sélection par les clients disposant ainsi d’une plateforme unique où ils sont tous référencés.
Après avoir défini quelles étaient ces différentes stratégies, voici le retour d’expérience de nos pionniers.
La stratégie Defensive one-stop shopping :
Vincent Belhandouz, Aniel use de cette stratégie sur sa marketplace lui permettant de développer ses ventes e-commerce dont la part est déjà de 85%. Aniel adopte une stratégie à la fois défensive, en anticipant ainsi l’arrivée de concurrents digitaux dans son secteur, mais aussi offensive en développant une large gamme de produits lui permettant de faire croître sa part de marché sectorielle.
Sylvain Bozoc, Métro a également opté pour une stratégie tournée vers sa cible de clientèle : les transformateurs (hôtels, restaurants…). Le réseau de retail physique étant très fort en France, la stratégie est donc de se concentrer ici sur une cible de clientèle précise, et de lui proposer un approfondissement de l’offre grâce à la marketplace. Afin de proposer une place de marché attrayante, il est souvent nécessaire de revisiter l’expérience d’achat, en offrant des services additionnels que ne peut pas proposer le réseau physique. Le client doit être au centre de cette stratégie, un site marchand doit servir à la fois de canal d’accompagnement client réfléchi et optimal offrant une forte valeur ajoutée.
La stratégie Business Model transformation :
En misant sur la force de vente, Renaud Enjalbert, Procsea ; a fait le choix de consacrer une part très importante des salariés à l’équipe commerciale. En effet, la stratégie de Procsea est de faire rencontrer, grâce à l’outil digital, l’offre et la demande dans un secteur, le mareyage (vente de poissons), très fragmenté et intermédié. L’approche commerciale est donc particulièrement importante sur ce marché complexe où la digitalisation est très récente. L’objectif est de convaincre les différents acteurs de la chaîne (mareyeurs, cuisiniers, grande distribution…) de passer au digital sur un marché où jusqu’alors les canaux téléphoniques ou physiques étaient les plus utilisés. Le digital ne signifie donc pas la fin du contact humain, bien au contraire.
Les différents modèles qu’offrent les marketplaces ont permis aux différents acteurs B2B d’accélérer leur digitalisation en apportant non seulement des solutions aux challenges rencontrés par l’adaptation du e-commerce au B2B, mais aussi des opportunités d’accélération de leur développement digital.
2017 représente clairement le printemps des marketplaces. Nombreux sont les projets qui voient le jour autour de ces différentes stratégies. Avec optimisme, nous pouvons nous attendre à ce que 2018 en soit l’été.
Découvrez aussi :
Le printemps des marketplaces B2B : Modélisation de l'impact des stratégies des marketplaces B2B
Marketplaces : Le B2B fait sa révolution digitale
[ITW] Marketplaces B2B : Les 4 principaux modèles et les grandes tendances