{"id":76453,"date":"2024-05-27T08:33:45","date_gmt":"2024-05-27T08:33:45","guid":{"rendered":"https:\/\/silverfin.com\/?p=76453"},"modified":"2026-02-16T06:46:56","modified_gmt":"2026-02-16T06:46:56","slug":"comment-tirer-le-meilleur-parti-de-silverfin","status":"publish","type":"post","link":"https:\/\/silverfin.com\/fr-lu\/resources\/comment-tirer-le-meilleur-parti-de-silverfin\/","title":{"rendered":"En tant que cabinet comptable, comment tirer le meilleur parti de Silverfin ?"},"content":{"rendered":"\n

Le succ\u00e8s client chez\u00a0Silverfin<\/a>\u00a0: C\u2019est la mission quotidienne de l\u2019\u00e9quipe de 15 membres dirig\u00e9e par\u00a0Laurence de Klerk Wolters<\/a>, responsable r\u00e9gionale du d\u00e9partement \u201cCustomer Success Manager\u201d. Selon Laurence, il s\u2019agit d\u2019une situation gagnant-gagnant. \u00ab Votre cabinet profite pleinement des avantages de Silverfin, et nous, nous aspirons \u00e0 fid\u00e9liser les clients. \u00bb<\/p>\n\n\n\n

Le reflet des besoins<\/h3>\n\n\n\n

Experte comptable de formation, Laurence ma\u00eetrise les subtilit\u00e9s du m\u00e9tier. \u00ab Manque de personnel, digitalisation, intelligence artificielle : un comptable doit constamment s\u2019adapter. Avec Silverfin, nous permettons aux cabinets de travailler plus efficacement, en \u00e9conomisant du temps et de l\u2019\u00e9nergie. \u00bb
Initialement con\u00e7u comme un outil de reporting, Silverfin s\u2019est consid\u00e9rablement d\u00e9velopp\u00e9 au fil des ans. Pourtant, tous les clients n\u2019exploitent pas encore la plateforme \u00e0 son plein potentiel. Laurence explique : \u00ab Nous tendons \u00e0 nos clients un miroir pour qu\u2019ils r\u00e9alisent \u00e0 quel point il pourrait optimiser leur utilisation de notre plateforme Silverfin. Au cours d\u2019une session de \u00ab cartographie des processus \u00bb, ils nous d\u00e9crivent leur utilisation actuelle et, lors d\u2019un entretien ult\u00e9rieur, nous leur proposons des recommandations pour maximiser les b\u00e9n\u00e9fices tir\u00e9s de la plateforme. \u00bb

Laurence et son \u00e9quipe de responsables du succ\u00e8s client (CSM \u2013 Customer Success Manager) organisent \u00e9galement des ateliers physiques entre cabinets. \u00ab Nous les sondons au pr\u00e9alable sur leurs int\u00e9r\u00eats et \u00e9tablissons un programme pour la journ\u00e9e. En rassemblant des cabinets similaires, l\u2019apprentissage est mutuel.\u00bb
\u00ab Les nouveaux logiciels et fonctionnalit\u00e9s entra\u00eenent des changements. Forts de notre exp\u00e9rience dans des centaines de projets de digitalisation, nous accompagnons les cabinets dans cette transition. Ainsi, tous les employ\u00e9s, pas seulement les gestionnaires de dossiers, per\u00e7oivent la valeur ajout\u00e9e de notre approche. \u00bb

L\u2019\u00e9quipe de \u201cCustomer Success Manager\u201d de Silverfin, compos\u00e9e de 15 personnes, est presque deux fois plus grande que l\u2019\u00e9quipe de vente, un choix strat\u00e9gique selon Laurence.<\/p>\n\n\n\n

Communiquer la valeur ajout\u00e9e<\/h3>\n\n\n\n

Laurence note que les clients tendent \u00e0 se d\u00e9sengager g\u00e9n\u00e9ralement durant les deux premi\u00e8res ann\u00e9es. \u00ab Souvent parce qu\u2019ils ne connaissent pas ou n\u2019utilisent pas toutes les fonctionnalit\u00e9s, ce qui limite leur perception de la valeur du produit. En effet, ils essaient par exemple de conserver leur ancienne m\u00e9thode de travail, moins efficace. Mais il ne s\u2019agit pas simplement d\u2019un changement d\u2019outil, il nous appartient de communiquer sur la valeur ajout\u00e9e de notre approche. \u00bb<\/p>\n\n\n\n

Un \u00e9l\u00e9ment essentiel dans le processus d\u2019int\u00e9gration des nouveaux clients ? La r\u00e9p\u00e9tition ! \u00abNous commen\u00e7ons par une visite de notre plateforme\u00bb, dit Laurence.
\u00ab C\u2019est un premier pas, mais insuffisant. C\u2019est pourquoi nous proposons aussi un atelier en direct, individuel ou collectif, o\u00f9 l\u2019on peut poser toutes ses questions. \u00bb<\/p>\n\n\n\n

\u00ab Ensuite, durant les huit semaines suivantes, vous recevez hebdomadairement un e-mail contenant conseils et t\u00e2ches \u00e0 accomplir. Votre CSM suit vos progr\u00e8s et s\u2019assure que vous ne rencontrez pas de difficult\u00e9s. La visite guid\u00e9e, l\u2019atelier et les t\u00e2ches individuelles r\u00e9it\u00e8rent le m\u00eame contenu trois fois, pour garantir une compr\u00e9hension compl\u00e8te et \u00e9viter toute stagnation. \u00bb<\/p>\n\n\n\n

\u00ab C\u2019est aussi la raison pour laquelle nous ne proposons pas de solution \u2018faites-le vous-m\u00eame\u2019. Silverfin est tellement complet qu\u2019il serait facile de s\u2019y perdre sans accompagnement. Beaucoup de fonctionnalit\u00e9s sont interd\u00e9pendantes. Comprendre une fonction aujourd\u2019hui pourrait vous faciliter la vie plus tard pour votre d\u00e9claration fiscale ou vos rapports. \u00bb<\/p>\n\n\n\n

\u00ab Si vous ignorez ces connexions, vous risquez de passer \u00e0 c\u00f4t\u00e9 de processus et de continuer \u00e0 effectuer manuellement des t\u00e2ches que Silverfin pourrait automatiser pour vous. \u00bb<\/p>\n\n\n\n

\u00ab Cela illustre bien ce que je veux dire quand j\u2019\u00e9voque le risque de ne pas exploiter pleinement la plateforme en l\u2019utilisant seul. Nous sommes l\u00e0 pour aider nos clients \u00e0 maximiser leurs r\u00e9sultats et leurs \u00e9conomies de temps, et pour rendre les changements au sein de leurs bureaux aussi fluides que possible. \u00bb<\/p>\n\n\n\n

Selon Laurence, les clients tendent \u00e0 se d\u00e9sengager g\u00e9n\u00e9ralement durant les deux premi\u00e8res ann\u00e9es. \u00ab Souvent parce qu\u2019ils ne connaissent pas ou n\u2019utilisent pas toutes les fonctionnalit\u00e9s. \u00bb<\/p>\n\n\n\n

Un investissement plut\u00f4t qu\u2019un co\u00fbt<\/h3>\n\n\n\n

Ces conseils constituent un investissement significatif pour Silverfin, souligne Laurence. \u00ab Pourtant, nous ne facturons pas la gestion du succ\u00e8s client. Si elle \u00e9tait tarif\u00e9e, certains clients pourraient \u00eatre tent\u00e9s de r\u00e9duire leurs co\u00fbts et de ne pas saisir toute la valeur ajout\u00e9e de Silverfin. Pour nous, le co\u00fbt d\u2019un suivi illimit\u00e9 des clients justifie largement le risque de les perdre. \u00bb<\/p>\n\n\n\n

\u00ab Nous voyons cela comme une situation gagnant-gagnant : le client b\u00e9n\u00e9ficie de tous les avantages offerts par Silverfin et, en retour, nous gagnons peut-\u00eatre un client fid\u00e8le. Car une fois que les clients s\u2019engagent, ils restent. Nous ne percevons donc pas le succ\u00e8s client comme une d\u00e9pense, mais comme un catalyseur de croissance. \u00bb<\/p>\n\n\n\n

Ce ne sont pas uniquement les nouveaux clients qui b\u00e9n\u00e9ficient de l\u2019accompagnement de Laurence et de son \u00e9quipe. Alors que Silverfin continue de d\u00e9velopper de nouvelles fonctionnalit\u00e9s et d\u2019accueillir de plus en plus d\u2019utilisateurs, la r\u00e9ussite des clients existants est devenue une priorit\u00e9 tout aussi essentielle.<\/p>\n\n\n\n

\u00ab Votre CSM d\u00e9di\u00e9 est l\u00e0 pour vous aider. Il n\u2019est pas l\u00e0 pour vous vendre quelque chose, mais pour \u00eatre un partenaire qui vous offre des conseils pr\u00e9cieux pour r\u00e9ussir. \u00bb<\/p>\n\n\n\n

Silverfin clean-up<\/h3>\n\n\n\n

\u00ab L\u2019ann\u00e9e derni\u00e8re, nous avons organis\u00e9 un \u2018Silverfin clean-up\u2019 pour nos clients apr\u00e8s avoir remarqu\u00e9 que certains d\u2019entre eux utilisaient une version d\u00e9su\u00e8te. Nous avons mis \u00e0 jour leur syst\u00e8me afin qu\u2019ils soient en harmonie avec les \u00e9volutions de Silverfin. Bien int\u00e9grer les clients ne suffit plus ; il est crucial de veiller \u00e0 ce qu\u2019ils restent avec nous. \u00bb<\/p>\n\n\n\n

Chez Silverfin, la segmentation du service est essentielle. Laurence explique : \u00ab Nous adaptons nos services selon plusieurs crit\u00e8res. De quel type de soutien avez-vous besoin actuellement ? Quel est votre potentiel de croissance ? Quelles ressources \u00eates-vous pr\u00eat \u00e0 investir pour d\u00e9marrer avec votre CSM ? \u00bb<\/p>\n\n\n\n

\u00ab Parce que le rythme de votre entreprise et votre \u00e9quipe jouent un r\u00f4le crucial. Peut-\u00eatre que vous n\u2019avez pas le personnel n\u00e9cessaire aujourd\u2019hui, mais cela pourrait changer dans six mois. \u00bb<\/p>\n\n\n\n

Les clients per\u00e7oivent leur CSM attitr\u00e9 comme un consultant, explique Laurence. \u00ab Nous assignons \u00e0 nos CSMs des clients de taille similaire. Ainsi, m\u00eame sans divulguer de noms, ils peuvent vous donner des conseils bas\u00e9s sur la fa\u00e7on dont d\u2019autres bureaux ont r\u00e9solu des probl\u00e8mes similaires. \u00bb<\/p>\n\n\n\n

Avec une \u00e9quipe CSM de 15 personnes, presque deux fois plus grande que celle des ventes, ce choix est d\u00e9lib\u00e9r\u00e9, explique Laurence. \u00ab Notre co-fondateur, Tim Vandecasteele, a toujours \u00e9t\u00e9 un fervent d\u00e9fenseur du succ\u00e8s client. \u00bb<\/p>\n\n\n\n

\u00c9tablir des relations \u00e0 long terme<\/h3>\n\n\n\n

\u00ab Ce que l\u2019on constate souvent chez les fournisseurs de logiciels, c\u2019est qu\u2019ils pensent surtout \u00e0 court terme : r\u00e9aliser un maximum de ventes. Nous, nous voulons \u00e9tablir une relation durable avec nos clients. Et comment ? En les aidant \u00e0 r\u00e9ussir. \u00bb<\/p>\n\n\n\n

\u00ab Lorsque vous pensez \u00e0 Silverfin, vous devriez visualiser le visage et le nom de votre responsable du succ\u00e8s client. Bien que Silverfin soit une plateforme num\u00e9rique bas\u00e9e sur le cloud, nous tenons \u00e0 ce que le contact et l\u2019assistance soient personnels. Ainsi, vous n\u2019\u00eates pas renvoy\u00e9 \u00e0 un chatbot ou oblig\u00e9 d\u2019envoyer un e-mail \u00e0 une adresse d\u2019assistance g\u00e9n\u00e9rale, mais vous pouvez parler directement \u00e0 un \u00eatre humain. \u00bb<\/p>\n\n\n\n

Interview et article r\u00e9alis\u00e9 par Compta Perspective<\/a><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Le succ\u00e8s client chez Silverfin : C\u2019est la mission quotidienne de l\u2019\u00e9quipe de 15 membres dirig\u00e9e par Laurence de Klerk Wolters, responsable r\u00e9gionale du d\u00e9partement \u201cCustomer Success Manager\u201d. Selon Laurence, il s\u2019agit.<\/p>\n","protected":false},"author":94,"featured_media":76475,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[544],"tags":[504,516,761],"class_list":["post-76453","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-fr-lu","tag-blog-fr-lu","tag-accounting-fr-lu","tag-csm-2"],"acf":[],"yoast_head":"\nOptimisez votre cabinet comptable avec Silverfin au Luxembourg<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment Silverfin aide les cabinets comptables luxembourgeois \u00e0 automatiser la conformit\u00e9, am\u00e9liorer l\u2019efficacit\u00e9 et d\u00e9velopper leurs services. 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