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A
Corporate and social responsibility report
Annex III -
Building client’s trust with fully available and secured platforms and reinforcing value for clients
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Worldline
2016 Registration Document
be amongst the first companies to bring them to market.
university labs and teams with which Worldline employees join
forces to discover next-generation technologies and services to
Projects can only be launched internally or with the support of
conductivity biometric authentication system that Worldline
developed with Gemalto, STMicroelectronics and others.
and European programs like H20 (following on from the eGo
program on which Worldline had previously worked), a skin
These bonds are also present with the major industrial and
service players with which Worldline collaborates on national
Worldline has a twofold approach to innovate:
Incremental Innovation
A part of Worldline’s innovations represents improvements on
engaged roadmap enhanced Worldline’s ability to proactively
design, offer and implement solutions that solve issues and
client oriented approach fosters a culture of trust and intimacy
that allows to better understand client needs and issues. The
improved and new services are developed in response to
changing business and market trends. Worldline believes that its
existing services and processes that Worldline develops in the
course of its day-to-day work with clients. Existing solutions are
furnish the means to improve existing processes for the clients.
illustrated by Worldline’s connected trucks applications, which
have been built upon its earlier experience with connected cars.
cross-fertilization within its connected vehicles’ business, as
approach to the design and development of solutions are a
innovative offering of multi-device consumer cloud solutions
using
convergent
messaging
technology.
Worldline’s
of Worldline’s offering in the telecommunications sector which
grew from basic webmail services to a more advanced and
other markets. For example, one of the incremental innovation
processes that have emerged from this strategy is the evolution
valuable asset which enables it to offer its solutions in new
markets by applying the feedback it receives in one market to
incremental approach to innovation has also led to
Worldline’s presence in multiple markets and its end-to-end
Disruptive Innovation
“non-critical” developments and share risk to bring the
innovation to the point where it can be more broadly marketed
their adoption. In these areas, Worldline often partners with
other companies with relevant expertise to accelerate some
clients and markets them through client innovation workshops,
“proof-of-concept” demonstrations and other means to promote
customers’ current and future issues from a new standpoint,
from a new angle. Worldline then adapts its innovations to its
to target clients.
activities of its existing clients, it also focuses its research and
development efforts on proactively developing disruptive
While Worldline continues to innovate and upgrade the business
First, Worldline develops disruptive technology that solves
innovations. Worldline believes in having the potential to create
new markets that displace earlier technologies and approaches.
BlockChain technology, such as the management of financial
obligations, blacklists, digital identification and the management
in the data traceability/accountability, yet preserving privacy.
of vehicle service manuals were developed. Those new
implementations, thanks to this technology, are valuable assets
from this strategy include Worldline’s early and proactive
projects integrated BitCoin payments into SIPS (Worldline on-line
payment solution) and with Worldline terminals to enable
technology, sharing information, market requests and customer
interests, and pooling work and developments. The very first
combined its experts and engineers in one common workforce,
primarily focusing on: training teams to work with the
development of BlockChain technology. Since this technology
can be applied to many different markets and uses, Worldline
physical use of this crypto-currency. Other uses of the
Examples of disruptive innovation processes that have emerged
customer’s experience
[GRI 102-44]
Permanent improvement of
A.2.1.2
Company strives to build strong relationships with its customers
in order to understand their objectives and to embrace their
Experience Program is built on that foundation. That is why the
culture and values, to add value to their business working
together to achieve these objectives.
Listening to and addressing the expectations of its customers is
at the heart of Worldline’s business. The Worldline Customer
need to be made in Worldline’s business processes to increase
its customers’ overall satisfaction and loyalty:
In this context, customer satisfaction surveys are conducted on
a regular basis and results are used to analyze whether changes
satisfaction;
It allows Worldline to consistently measure customer
●
upon;
It provides baselines for each customer contract to improve
●
It identifies generic areas of concern to be addressed;
●
It
supports
communication
to
all
stakeholders
●
demonstrating Worldline’s commitment to sustainability.
collaboration with the customers.
The outcome of the surveys leads to a set of fit for purpose
improvement plans elaborated and implemented in close
Customer satisfaction process
Support to drive a harmonized customer satisfaction
management.
leadership of the Atos Head of Quality and the Customer
Satisfaction Officer and the Head of Sales and Marketing
In 2012, a worldwide initiative was launched under the
and organizes strong interactions with the customers to follow
the client satisfaction process.
part of Atos group, Worldline is deeply involved in the initiative
following each survey, associated plan being shared with Clients
to secure that Atos group properly responded their feedback. As
Since 2013, Atos group has further enhanced its customer
satisfaction management by systematic development of actions
contract managers. Using a proven methodology aligned with
leading expertise from Gartner, Satmetrix and Forrester,
More than 60% of Worldline’s contracts are surveyed once per
year. The survey targets IT management, IT coordinators and
needs of our clients.
Worldline uses the measured satisfaction together with service
KPIs to help drive continual improvement and address the