Etudiant : THAJJIT ANAS

Filière : Master Smart Industry (M2SI)

Encadrant : Pr. HASSANI HAMID

Annèe : 2025

Résumé : As part of Renault's strategy to digitalize and develop connected services, optimizing technical support has become a strategic lever to ensure the quality of the customer experience. This endof-studies project aligns with this vision, bringing improvements to the Level 2 support team responsible for handling claims related to Renault vehicle connected services. The main objective is to enhance the efficiency, responsiveness, and reliability of ticket processing. A structured methodological approach was adopted: analysis of existing processes, identification of bottlenecks, and proposal of appropriate solutions in collaboration with stakeholders. The project identified several areas for improvement, particularly in terms of organization and access to information. The results show a significant reduction in processing time, improved consistency in responses, and better key performance indicators. This work highlights the essential role of continuous improvement in the service sector, especially in optimizing operational performance and enhancing customer satisfaction.