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PRESS-REVIEW

Press review - January/February

Written by Victoria RAUFASTE the . Published in News-home-2024, Uncategorized, Press review.

We present to you the SENEF and Progisap Press Review. This monthly press review is a summary of all the news in the personal services sector.

Etudes Fédésap: Who are the entrepreneurs in the home sector?

Fédésap conducted a survey of home care leaders to better understand their concerns. The results of the survey tend to break down the clichés about this sector:

  • The majority of managers are women (56%) and work more than 49 hours a week for a salary often less than 2,000 euros net per month.
  • Their main motivation is to respond to a growing social utility and to create jobs that cannot be relocated.
  • Companies in the sector are resilient and 80% of them survive after 5 years.
  • They are located throughout the country, including in rural areas (72%).
  • They are often human-sized structures, constantly growing, employing between 10 and 50 people and achieving a turnover of between €250,000 and €1 million.

Industry leaders face significant challenges:

  • Supporting families in their work/life balance.
  • Supporting an aging population.
  • Strengthen support for people with disabilities.

The text emphasizes the importance of personal services for territorial networking and living well together.

Spring

"Building a society where everyone can age with dignity and as they see fit" Gabriel Attal

FESP Statement:  Supporting our fellow citizens at all ages and at every stage of life is a major challenge, as the Prime Minister pointed out. This requires taking into account all the actors who work every day to make this a concrete reality. Personal services companies are at the centre of this approach by supporting the French, particularly the most vulnerable, throughout the country. They are ready to support the Government in taking up this challenge in a constructive way, because it is urgent.

Spring

1 January 2024: the ASPA (Solidarity Allowance for the Elderly) increased by 5.3%

Aspa, formerly the minimum old-age pension, is paid to pensioners with limited resources. This allowance has been increased by 5.3% on 1 January 2024. Service-Public.fr provides an update on the new ceilings in force and the conditions for obtaining this aid.

Autonomy services at home – Price change rate 2024

The inter-union association has advocated for an increase in the rates of Home Autonomy Services (SAD). Rising inflation and a crisis in the attractiveness of home care professions is justified by the absence of new measures in the PLFSS 2024 and by the record level of tensions in the sector, marked by an increase in the number of structures in difficulty.

In particular, the federations are asking for a price cap rate for 2024, the revision of tariffs during the year in the event of a higher-than-expected change in charges, as well as the taking into account of the costs related to the new regulatory obligations.

To counter the problems, they are therefore asking for a valuation for 2024 of 16.32%, which is essential to take into account the additional costs that have impacted services in 2023.  This approach aims to safeguard the viability of services, support employees and stay the course towards a viable housing model.

Finally, structures will be able to increase the prices of current contracts by a maximum of 5.95%. Not enough for the sector.

Spring

After the years of crisis, SYNERPA takes stock of the reconstruction and transformation of old age

Finally, the private sector for the elderly is in difficulty:

  • Inflation and funding : Operating costs are rising faster than public funding, which endangers the sustainability of structures.
  • HR needs and attractiveness : The sector must recruit 450,000 people by 2030, but is facing a loss of attractiveness.
  • Home and RSS : The reform of autonomous services is complex and the basic tariff for the home is insufficient.
  • Senior service residences : They need better integration into the residential pathway.

Despite these difficulties, private nursing homes play an essential role

  • Complementarity: They complement the public and non-profit sectors and contribute to the development of territories.
  • Job creation: They created 118,000 local jobs in 2019.
  • Innovation and investment: They finance a large part of the investments in the sector and develop new services.

SYNERPA calls for support from public authorities

  • Financing: Reform the financing model for nursing homes to ensure their sustainability.
  • Human Resources: Increase remuneration and therefore finance the implementation of Amendment 33.
  • Administrative simplification: Reform the autonomy services to make them more applicable in the field.
  • Visibility: Strengthen the visibility of senior service residences in the residential pathway.

SYNERPA wishes to put old age back at the heart of the public debate and thus co-construct "ageing well" with all stakeholders.

Spring

In 2024, the Autonomy branch will be consolidated to strengthen the quality of its service

The Autonomy branch is consolidating its network work to better inform, guide, accompany and support the prevention of loss of autonomy. Consolidated funding to better support elderly people or people living with disabilities in their daily lives and support their free choice.

Autonomy branch Kezako: The autonomy branch of Social Security, managed by the CNSA, relies on a network of partners throughout France. Its objective is to guarantee the same level of service to all its users: the elderly or people living with disabilities, as well as their caregivers, regardless of where they live.

Spring

Proxies Lose Historic Battle

Study of a decision of the Administrative Court of Appeal of Versailles dated December 15, 2023, which has significant repercussions for the representative structures.

This ruling stipulates that these structures cannot benefit from the reduced VAT rate granted to service providers, but must apply the standard rate of 20%. Frank Nataf, President of the Fédésap, explains the distinction between agent and service provider structures, highlighting the additional responsibilities assumed by the latter.

Note: The importance of court decisions in clarifying tax laws and setting legal precedents.

Reminder: 

  • Proxy mode is...

The agent activity is an HR, legal and administrative consulting service to the individual employer by mutual agreement. It is not a direct provision of services to the person but an activity aimed at supporting the proper management of an employee by a direct employer. It is for this reason that it is right that the VAT rate should be at 20% like all other indirect activities of SAP.

  • The provider mode is... In a service provider, the operator employs an employee and meets all the obligations that go with it: remuneration for travel time, occupational medicine, contractual time (an employee with a full-time contract will be paid every month regardless of the time he or she is at home), legal liability in the event of industrial disputes.

Spring

Why ticketing is essential for tracking customer requests for personal services companies

Why ticket management is essential for tracking customer requests

Written by Laetitia Magnier the . Published in News-home-2024, Uncategorized.

Customer satisfaction is at the heart of any successful business. In a world where customer expectations are constantly evolving, it is essential to have effective solutions in place to meet their needs. Ticket-based management is essential for keeping track of customer requests.

Why ticket management is essential for tracking customer requests

In this article, we'll explore why ticketing has become a cornerstone in tracking customer requests.  Indeed, it offers concrete benefits for the customer experience.

"Satisfaction, a key element in the sustainability of a business, is largely based on the effective management of customer requests."

Did you know that 75% of customers who contact customer support expect a high degree of consistency in their response, according to Salesforce. Customers consider speed of problem resolution to be the most important factor for a positive customer experience.

Ticketing: What is it?

Ticket-based management has become essential for the follow-up of requests. It's a structured approach to dealing with customer requests. Each request is therefore assigned to a "ticket", a digital file, which allows for clear follow-up and efficient resolution. PROGISAP, with its Mobisap application, has adopted this method to maximize customer satisfaction.

There are several ticketing tools that are commonly used by software company support departments. These tools are designed to facilitate the management of support requests. So it's tracking issues, communicating with customers, and improving support processes.

What are the ticketing tools to facilitate ticketing management?

Here are some of the popular tools in this category:

  • JIRA Service Management: Formerly known as JIRA Service Desk. It is an IT service management solution from Atlassian. It offers ticketing, incident and issue management features, and request tracking capabilities.
  • Zendesk: It offers a customer service platform that includes a ticketing system. It can therefore manage support requests, automate support processes, and offer tracking and reporting features.
  • Freshdesk: Freshdesk is a customer support solution that offers automation of repetitive tasks, and knowledge management features. It also allows for the creation of knowledge bases to help customers find answers on their own.
  • ServiceNow: ServiceNow is an IT service management platform that includes ticketing capabilities for managing incidents, problems, changes, etc. It offers an integrated approach to service and process management.
  • Desk.com: Desk.com, a Salesforce company, provides a customer support solution with a ticketing system, team collaboration features, and tools to track and resolve customer requests.
  • Intercom: Intercom offers a customer messaging platform that includes ticketing capabilities. It therefore allows support teams to manage conversations with customers and ensure proper follow-up.

Choosing a ticketing tool depends on your personal services company's specific customer support needs. But also the size of your team, and the complexity of your processes. It's important to select a tool that integrates well with your environment and thus offers the necessary functionality. In order to efficiently manage support requests.

The advantages of ticket-based management, the essential for follow-up

Companies that adopt ticketing systems see a 35% improvement in long-term customer satisfaction . This increase stems from a deeper understanding of customer needs. This is the result of accurate traceability of requests.

Companies that incorporate ticketing methods see noticeable optimization of these processes.

Resolution times are significantly reduced. This increased efficiency directly contributes to an improved customer experience, where expectations are not only met but often exceeded.

Thus, ticketing facilitates internal collaboration within the company.

The impact on customer satisfaction

Personal services companies that adopt ticketing typically see an improvement in customer satisfaction. This result can be explained by several key factors of this method. First of all, the increased traceability of customer requests allows for more transparent and efficient management of issues.

Customers appreciate visibility into the status of their requests. This ensures that their concerns are addressed.

In addition, the speed in the processing of requests is made possible by ticket-based management. This contributes to improved customer satisfaction. The data shows a reduction in resolution times compared to traditional methods. This efficiency directly translates into a smoother customer experience that is less prone to delays.

Finally, ticketing promotes more consistent and personalized communication with customers. Teams can track and respond to inquiries in a structured way, providing more attentive customer service tailored to individual needs.

Setting up ticket-based management, our advice 

Ticketing is much more than a method of tracking customer requests. It's a winning strategy to improve customer satisfaction. But also to strengthen loyalty and position the company as a leader in its field.

Here are some concrete examples of processes and rules for processing applications:

  • Prioritization of requests: A company can prioritize its requests based on the urgency and impact of the request. Urgent requests are treated on a priority basis. Then they are followed by high-impact requests and then non-urgent requests.
  • Determination of the Requesting Authority: Determining the Requesting Authority based on the type of request.
  • Setting resolution times: A company can set resolution times based on the type of request. For example, a company might set a resolution time of 24 hours for urgent requests and a resolution time of 72 hours for non-urgent requests.
  • Communication with the customer: Ticketing allows for simplified communication with the customer. This makes it possible to track the requests and resolutions made.
  • Request archiving: A company can archive requests in a ticketing system. It is possible to archive application information for a period of 5 years.

For each human services business, the processes and rules for processing applications are tailored to the needs and context.

Jira, the essential ticketing tool for follow-up, used by PROGISAP

Ticket-based request management, using ticketing tools such as JIRA, offers many advantages for customer relations and the user and technical support of a SaaS (Software as a Service) ERP solution. Ticket-based management is essential for tracking requests.

Here are some of the major benefits:

  • Centralization of requests: Tickets are a way to centralize all user requests within a single platform. This makes it easier to manage and track issues, questions, and support requests.
  • Traceability: Each ticket generated offers complete traceability of the request. Including its history, comments, and actions taken. This makes it easier to understand the evolution of a specific request.
  • Prioritization of tasks: Ticketing systems allow you to set priority levels for each request. This helps our support teams (CSMs) identify and resolve critical or urgent issues in the first place.
  • Assignment of Responsibilities: Assigning tickets to team members allows you to clearly define responsibilities. Each ticket is assigned to a member based on their skills or workload.
  • Time Management: Tickets provide information about the time spent resolving each issue. This is useful for evaluating performance, allocating resources efficiently, and improving resolution times.
  • Process Automation: Jira allows you to automate certain tasks. For example, the automatic assignment of tickets according to predefined criteria, thus speeding up the processing process.
  • Knowledge Base: Creating a knowledge base from solved tickets can be used to quickly resolve similar issues in the future. Customers can also access this knowledge base to find solutions on their own.
  • Customer satisfaction measurement: Some ticketing tools allow you to collect feedback from users on ticket resolution. This helps to measure customer satisfaction and identify areas for improvement.
  • Reporting & Analysis: Jira typically provides reporting and analytics features that help track trends. But also to identify recurring problems and continuously improve processes.

The benefits of Jira

Our ticketing tool, Jira, offers a structured, transparent and efficient approach to customer support. This improves the quality of the services provided while facilitating resource management and communication between teams and customers.

PROGISAP and Jira are powerful tools for improving customer satisfaction. By combining these solutions, businesses can improve communication with their customers, resolve incidents faster, and provide a more personalized customer experience. Ticket-based management is therefore essential for the follow-up of customer requests.

PROGISAP remains at your disposal for all requests.

Real-time feedback from the field: advantages and benefits for personal services companies

Real-time feedback of field data to Progisap

Written by Laetitia Magnier the . Published in Uncategorized.

Real-time feedback from the field: Advantages and benefits

The imperative of up-to-date data, the advantages and benefits of information feedback

In a world where competition is fierce and customer needs are changing rapidly. Businesses need to be able to make quick decisions. They need access to up-to-date and accurate data. Discover the advantages and benefits of real-time field information.

Real-time feedback from the field takes place. This practice involves collecting data in the field and then quickly transmitting it to decision-makers. It allows personal services companies to get a clear view of the state of their operations in real-time. This gives them a considerable competitive advantage.

An out-of-sync daily life that is a source of dysfunction

Without real-time feedback, personal services companies face many challenges, including:

  • Delay in resolving issues: Problems are not identified or resolved quickly. This can, unfortunately, lead to additional costs, lost productivity, and lower customer satisfaction.
  • Ineffective management processes: Management processes are slow and inefficient. This leads to a waste of time and money.
  • Ill-informed decisions: Decision-makers don't have all the information they need to make decisions, which can lead to negative consequences for the business.
  • Putting security to the test:  The feedback of information in the field allows companies to detect potential risks. To take steps to mitigate them.

Responsiveness made possible by real-time feedback

The advantages of real-time field information are numerous. Here are some of them:

  • Improved Operational Efficiency: Real-time feedback from the field allows companies to identify and resolve issues quickly.  Before these turn into a crisis. This reduces costs, improves productivity and increases customer satisfaction.
  • Optimized decision-making: Real-time data allows decision-makers to make more informed decisions. As a result, they have all the information they need to identify opportunities and risks. This allows for appropriate corrective action to be taken.
  • Improved Security: Real-time feedback from the field can help improve employee and customer safety. This allows companies to identify potential risks and take corrective action to mitigate them.

Progisap, real-time solutions for instant management

If you aspire to revolutionize the day-to-day operational management of your business, our solutions are the optimal choice. Progisap and Mobisap are here to help. To gain a competitive advantage and optimize the performance of your company. Our mobile application, Mobisap, allows employees in the field to provide information in real time.

The integration of the Mobisap application for field agents, connected to the Progisap ERP, therefore offers several advantages for the efficient management of operations.

The concrete advantages of the application: Mobisap for real-time information feedback

Here are some of the key benefits:

  • Productivity Optimization: Agent clocking in via the app allows for accurate tracking of working hours. This makes it easier to manage time and optimizes productivity.
  • Efficient Planning: The integrated benefit planning feature allows for more efficient management of tasks and resources. This ensures a balanced distribution of work among the agents.
  • Follow-up of specifications and reports : Indeed, agents can access the specifications directly from the application. To ensure a clear understanding of expectations and to generate detailed reports after each performance.
  • Centralized agenda management: The customers' and the company's agenda is accessible in real time, allowing for more precise planning of interventions, management of appointments, but also rapid adaptation to changes.
  • Real-time communication: The communication function between agents and management promotes the rapid exchange of information. Instant problem solving, but also maintaining effective collaboration.
  • Improving the quality of services: By accessing specifications and minutes, agents can better understand the specific needs of each client, helping to improve the quality of the services provided.
  • Reduction of administrative errors: Integration with ERP allows for direct data synchronization, reducing the risk of administrative errors related to manual information entry.
  • Real-time monitoring of the progress of services: The ability to monitor the progress of services in real time through the application allows management to remain informed and responsive, promoting rapid decision-making.
  • Increased customer satisfaction: By ensuring efficient planning, transparent communication, and quality service delivery, the app contributes to overall customer satisfaction.
  • Performance Analysis: The ERP-connected application collects data on agent and service performance. This makes it easier to analyze and identify opportunities for improvement.
  • Mobility and flexibility: Agents can access the app from any location.  This improves their mobility and flexibility, especially when they are on the move from one site to another.

How Progisap supports you in this transformation challenge, with real-time feedback

Real-time feedback from the field is a complete transformation that brings multiple benefits to companies.

PROGISAP encourages you to explore and embrace these changes, while taking an active role in shaping the future of your personal services business. The era of knowledgeable and responsive management is at hand.

To find out more about the solutions offered by PROGISAP, we invite you to contact us.

Benefits of SaaS personal services

The advantages of SAAS

Written by Laetitia Magnier the . Published in News-home-2024, Uncategorized.

The advantages of SAAS for personal services companies

In today's digital age, human services companies are continually looking for ways to optimize their organization to ensure sustainable growth. The Software as a Service (SAAS) model is emerging as an essential response to these growing demands. Indeed, according to a BetterCloud study, 85% of business software will be SaaS by 2025. In this article, you'll discover the tangible benefits of SAAS,

SAAS is propelling companies towards operational excellence, and we're highlighting its application in the personal services sector.

What is SAAS?

SAAS is not just a technological evolution, it's a revolution in the way human services companies consume software. It's a distribution model that offers considerable flexibility and agility. Understanding its impact on the software world is essential to fully grasping its benefits.

The term SaaS (Software as a Service) refers to software and applications that are hosted on remote servers and accessed via an Internet network. SAAS does not require local servers or expensive infrastructure to operate. Instead, users pay a subscription fee to access the application and its functionality via the Internet.

What are the advantages of adopting SAAS in the personal services sector?

A revolution in the software used by personal services companies, SAAS offers many advantages:

  • Financial savings: Companies adopting SAAS benefit from a significant reduction in initial infrastructure costs, offering long-term profitability.
  • Enhanced operational agility: SAAS offers unprecedented flexibility, rapidly transforming the operational agility of human services companies and making them more responsive to changing market challenges.
  • Simplified, permanent updates: Automatic updates are a key advantage of SAAS, keeping companies constantly up to date with the latest features while boosting their competitiveness.

SAAS in figures

The figures don't lie, and studies reveal that the global SAAS market is set to reach record levels in the coming years, underlining the scale of its impact on the global IT landscape.

  • 45% of software sales will be generated by SaaS in 2021.
  • In 2020, the sector accounted for sales of €17.9 billion, up 9.1% on 2019.

Issues and solutions in the transition to SAAS

Although the advantages of SAAS are undeniable, some human services companies may indeed encounter friction during the transition. Resistance to change and concerns about data security can be obstacles.

However, solutions such as personalized support and training programs can facilitate a smooth migration.

What's more, SAAS-hosted solutions offer guarantees and data security features that are often more robust than what a company can implement for its own IT network (redundancy, multi-site backup, strong authentication, data encryption, etc.).

PROGISAP: A trusted SAAS partner for personal services companies

At PROGISAP, we understand the specific challenges faced by personal services companies. Our SAAS solutions, Progisap and Mobisap, offer uncompromising adaptation to your needs. Our solutions are designed to unlock your operational potential. While managing human resources, inventory management, accounting, production planning and more, our solutions are designed to unlock your operational potential. The aim is to improve operational efficiency by providing a complete overview of all business functions.

SAAS solutions from PROGISAP: a customized response to the needs of personal services companies

PROGISAP is a solution tailored to the needs of personal services companies. It is designed to be flexible, economical and easy to use, and works in tandem with Mobisap.

They allow you to :

  • Management of employment contracts and schedules: Our solutions comply with current regulations and guarantee quality service to our customers.
  • Monitoring of services provided
  • Quote creation
  • Invoicing
  • Human resources management
  • Quality monitoring

The SAAS advantage, an asset for modern personal services companies

The SaaS model, or Software as a Service, is a revolution in the way human services companies use software. It offers undeniable advantages, both in terms of flexibility and security.

PROGISAP, as a trusted partner, offers tailor-made SaaS solutions for human services companies. Our solutions are designed to meet the specific needs of this sector, and to help companies improve their operational efficiency.

Contact us today to find out more!