{"id":46519,"date":"2025-06-19T17:27:42","date_gmt":"2025-06-19T16:27:42","guid":{"rendered":"https:\/\/www.microlise.com\/?p=46519"},"modified":"2025-07-02T16:20:36","modified_gmt":"2025-07-02T15:20:36","slug":"cinq-causes-frequentes-d-incidents","status":"publish","type":"post","link":"https:\/\/www.microlise.com\/fr\/blog\/cinq-causes-frequentes-d-incidents\/","title":{"rendered":"Cinq causes fr\u00e9quentes d\u2019incidents lors de tourn\u00e9es de livraison et comment les r\u00e9soudre"},"content":{"rendered":"

[vc_row][vc_column][vc_custom_heading text=\u00a0\u00bbVous avez d\u00e9j\u00e0 attendu un colis avec impatience pour voir appara\u00eetre ce message redout\u00e9 : \u00abretard de livraison \u00bb ?\u00a0\u00bb font_container=\u00a0\u00bbtag:h5|text_align:left|color:%23000000″ use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Vous n\u2019\u00eates pas seul. Et si vous \u00eates un commer\u00e7ant ou un prestataire logistique, ces deux mots peuvent vous co\u00fbter des clients, des revenus\u2026 et votre r\u00e9putation.<\/span>\u00a0<\/span><\/p>\n

Dans cet article, nous vous rappellerons quels sont les incidents de livraison, pourquoi ils surviennent, et surtout comment y faire face gr\u00e2ce \u00e0 des strat\u00e9gies concr\u00e8tes et des solutions \u00e9prouv\u00e9es.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_custom_heading text=\u00a0\u00bbQu\u2019est-ce qu\u2019un incident de livraison ?\u00a0\u00bb font_container=\u00a0\u00bbtag:h3|text_align:left|color:%23152644″ use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]

<\/div>[vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Un <\/span>incident de livraison<\/span><\/b> correspond \u00e0 tout \u00e9v\u00e9nement impr\u00e9vu perturbant le processus normal de livraison d\u2019un colis.<\/span>
\nCela ne signifie pas n\u00e9cessairement que la livraison a \u00e9chou\u00e9, mais cela indique qu\u2019un <\/span>obstacle ou retard est survenu<\/span><\/b> dans la cha\u00eene logistique.<\/span>\u00a0<\/span><\/p>\n

62 % des consommateurs en ligne d\u00e9clarent avoir connu un incident de livraison au cours des 12 derniers mois.<\/span>
\nCes perturbations frustrent les clients m\u00eame lorsque le probl\u00e8me vient du transporteur.<\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_custom_heading text=\u00a0\u00bb\u00c0 quels moments les incidents de livraison se produisent-ils ?\u00a0\u00bb font_container=\u00a0\u00bbtag:h3|text_align:left|color:%23152644″ use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]

<\/div>[vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Les incidents peuvent survenir \u00e0 toutes les \u00e9tapes du transport, de l\u2019exp\u00e9dition internationale jusqu\u2019au dernier kilom\u00e8tre. Ils sont souvent caus\u00e9s par des facteurs hors de votre contr\u00f4le : m\u00e9t\u00e9o d\u00e9favorable, adresse erron\u00e9e, cr\u00e9neau manqu\u00e9\u2026<\/span>\u00a0<\/span><\/p>\n

Mais peu importe la cause, les cons\u00e9quences sont similaires : retards, clients m\u00e9contents et service client d\u00e9bord\u00e9.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_custom_heading text=\u00a0\u00bbPourquoi ces incidents sont critiques pour votre activit\u00e9\u00a0\u00bb font_container=\u00a0\u00bbtag:h3|text_align:left|color:%23152644″ use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]

<\/div>[vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Au-del\u00e0 du simple d\u00e9sagr\u00e9ment logistique, les incidents de livraison peuvent :<\/span><\/span>[\/vc_column_text]
<\/div>[\/vc_column][\/vc_row][vc_row][vc_column width=\u00a0\u00bb1\/6″][vc_single_image image=\u00a0\u00bb45276″ img_size=\u00a0\u00bbfull\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb][\/vc_column][vc_column width=\u00a0\u00bb5\/6″]
<\/div>[vc_custom_heading text=\u00a0\u00bb\u00c9roder la confiance envers votre entreprise\u00a0\u00bb font_container=\u00a0\u00bbtag:h4|text_align:left|color:%23152644″ use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]
<\/div>[vc_column_text css=\u00a0\u00bb\u00a0\u00bb]57 % des <\/span>clients<\/span> ne rach\u00e8teront pas aupr\u00e8s d\u2019un<\/span>e entreprise <\/span>utilisant un transporteur jug\u00e9 peu fiable.<\/span><\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\u00a0\u00bb1\/6″][vc_single_image image=\u00a0\u00bb44346″ img_size=\u00a0\u00bbfull\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb][\/vc_column][vc_column width=\u00a0\u00bb5\/6″]
<\/div>[vc_custom_heading text=\u00a0\u00bbFaire grimper les co\u00fbts de support client\u00a0\u00bb font_container=\u00a0\u00bbtag:h4|text_align:left|color:%23152644″ use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]
<\/div>[vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Chaque <\/span>incident<\/span> g\u00e9n\u00e8re souvent une<\/span> \u00e0 plusieurs<\/span> interaction<\/span>s<\/span> avec le service client.<\/span><\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\u00a0\u00bb1\/6″][vc_single_image image=\u00a0\u00bb45282″ img_size=\u00a0\u00bbfull\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb][\/vc_column][vc_column width=\u00a0\u00bb5\/6″]
<\/div>[vc_custom_heading text=\u00a0\u00bbMenacer la fid\u00e9lit\u00e9 client\u00a0\u00bb font_container=\u00a0\u00bbtag:h4|text_align:left|color:%23152644″ use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]
<\/div>[vc_column_text css=\u00a0\u00bb\u00a0\u00bb]78 % des clients s\u2019attendent \u00e0 ce que VOUS r\u00e9solviez le probl\u00e8me, peu importe qui en est \u00e0 l\u2019origine.<\/span><\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]
<\/div>[vc_custom_heading text=\u00a0\u00bbLes 5 types d\u2019incidents les plus fr\u00e9quents\u00a0\u00bb font_container=\u00a0\u00bbtag:h3|text_align:left|color:%23152644″ use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]
<\/div>[vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Voyons les principaux facteurs qui provoquent des <\/span>incident<\/span>s de livraison :<\/span><\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_custom_heading text=\u00a0\u00bb1. Blocages en douane\u00a0\u00bb font_container=\u00a0\u00bbtag:h4|text_align:left|color:%23152644″ use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Documents manquants, codes douaniers erron\u00e9s, ou produits restreints\u2026 autant d\u2019\u00e9l\u00e9ments qui peuvent bloquer un colis \u00e0 la fronti\u00e8re.
\n<\/span><\/span>
<\/span>\u2192 <\/span> <\/span><\/span>Une <\/span><\/span>pr\u00e9paration rigoureuse<\/span><\/span><\/strong> permet souvent d\u2019\u00e9viter ces blocages.<\/span><\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_custom_heading text=\u00a0\u00bb2. Jours f\u00e9ri\u00e9s mal anticip\u00e9s\u00a0\u00bb font_container=\u00a0\u00bbtag:h4|text_align:left|color:%23152644″ use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Les transporteurs ne livrent pas toujours les jours f\u00e9ri\u00e9s notamment en p\u00e9riode des f\u00eates.<\/span>\u00a0<\/span><\/p>\n

\u2192 Anticipez ces jours dans vos ETA et communiquez clairement sur les d\u00e9lais.<\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_custom_heading text=\u00a0\u00bb3. Intemp\u00e9ries ou conditions extr\u00eames\u00a0\u00bb font_container=\u00a0\u00bbtag:h4|text_align:left|color:%23152644″ use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Temp\u00eates, neige, catastrophes naturelles\u2026 peuvent paralyser les flottes, m\u00eame si la m\u00e9t\u00e9o est cl\u00e9mente \u00e0 destination.<\/span>\u00a0<\/span><\/p>\n

\u2192 Un al\u00e9a climatique peut <\/span>d\u00e9sorganiser toute votre planification<\/span><\/b>.<\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_custom_heading text=\u00a0\u00bb4. \u00c9tiquettes illisibles ou endommag\u00e9es\u00a0\u00bb font_container=\u00a0\u00bbtag:h4|text_align:left|color:%23152644″ use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Un code-barres effac\u00e9 ou une \u00e9tiquette arrach\u00e9e peut sembler anodin\u2026 mais cela peut entra\u00eener un mauvais tri, un blocage ou un retour \u00e0 l\u2019exp\u00e9diteur.<\/span>\u00a0<\/span><\/p>\n

\u2192 Cela allonge les d\u00e9lais, g\u00e9n\u00e8re des co\u00fbts suppl\u00e9mentaires et cr\u00e9e de la frustration chez les clients.<\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_custom_heading text=\u00a0\u00bb5. Destinataire absent\u00a0\u00bb font_container=\u00a0\u00bbtag:h4|text_align:left|color:%23152644″ use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Si la signature est requise, un \u00e9chec de remise signifie reprogrammation.<\/span>\u00a0<\/span><\/p>\n

\u2192 R\u00e9sultat : davantage de t\u00e2ches pour vos \u00e9quipes !<\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]

<\/div>[vc_custom_heading text=\u00a0\u00bbComment g\u00e9rer et pr\u00e9venir les incidents de livraison ?\u00a0\u00bb font_container=\u00a0\u00bbtag:h3|text_align:left|color:%23152644″ use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Vous ne pouvez pas ma\u00eetriser la m\u00e9t\u00e9o\u2026 mais vous pouvez contr\u00f4ler votre mani\u00e8re de r\u00e9agir. Voici comment :<\/span><\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\u00a0\u00bb1\/6″][vc_single_image image=\u00a0\u00bb43675″ img_size=\u00a0\u00bbfull\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb][\/vc_column][vc_column width=\u00a0\u00bb5\/6″]
<\/div>[vc_custom_heading text=\u00a0\u00bbAdoptez un logiciel de gestion de livraisons intelligent\u00a0\u00bb font_container=\u00a0\u00bbtag:h4|text_align:left|color:%23152644″ use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]
<\/div>[vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Des outils technologiques permettent de <\/span>d\u00e9tecter les incidents en temps r\u00e9el,<\/span><\/a> de r\u00e9acheminer les livraisons et d\u2019informer automatiquement les clients.<\/span>\u00a0<\/span><\/p>\n

Un transporteur au Royaume-Uni a r\u00e9duit ses \u00e9checs de livraison de 28 % gr\u00e2ce \u00e0 une solution avec IA et suivi en direct.<\/span>[\/vc_column_text]

<\/div>[\/vc_column][\/vc_row][vc_row][vc_column width=\u00a0\u00bb1\/6″][vc_single_image image=\u00a0\u00bb46369″ img_size=\u00a0\u00bbfull\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb][\/vc_column][vc_column width=\u00a0\u00bb5\/6″]
<\/div>[vc_custom_heading text=\u00a0\u00bbPr\u00e9venez imm\u00e9diatement le client\u00a0\u00bb font_container=\u00a0\u00bbtag:h3|text_align:left|color:%23152644″ use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]
<\/div>[vc_column_text css=\u00a0\u00bb\u00a0\u00bb]La communication proactive est essentielle<\/span><\/span><\/a>. Expliquez ce qui se passe, ce que vous faites, et proposez des alternatives (reprogrammation<\/span>, cr\u00e9neau personnalis\u00e9,<\/span> relais<\/span>\u2026).<\/span><\/span>\u00a0<\/span>[\/vc_column_text]
<\/div>[\/vc_column][\/vc_row][vc_row][vc_column width=\u00a0\u00bb1\/6″][vc_single_image image=\u00a0\u00bb46526″ img_size=\u00a0\u00bbfull\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb][\/vc_column][vc_column width=\u00a0\u00bb5\/6″]
<\/div>[vc_custom_heading text=\u00a0\u00bbProposez un geste commercial\u00a0\u00bb font_container=\u00a0\u00bbtag:h3|text_align:left|color:%23152644″ use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]
<\/div>[vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Un remboursement partiel, une relivraison offerte ou un <\/span>avoir ou <\/span>bon d\u2019achat peut suffire \u00e0 <\/span><\/span>pr\u00e9server une relation client durable<\/span><\/span>.<\/span><\/span>[\/vc_column_text]
<\/div>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Les incidents ne sont pas une fatalit\u00e9. Les incidents de livraison font partie du paysage logistique moderne.<\/span>\u00a0<\/span><\/p>\n

Mais avec les bons outils, une bonne communication et une approche proactive, elles peuvent devenir une opportunit\u00e9 de fid\u00e9lisation plut\u00f4t qu\u2019un risque pour votre image.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_custom_heading text=\u00a0\u00bbL\u2019approche Microlise\u00a0\u00bb font_container=\u00a0\u00bbtag:h3|text_align:left|color:%23152644″ use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Chez Microlise, nous misons sur la pr\u00e9vention des incidents avant qu\u2019ils ne surviennent.<\/span>\u00a0<\/span><\/p>\n

Nos solutions de gestion de transport et de livraison offrent <\/span>une visibilit\u00e9 en temps r\u00e9el<\/span><\/a>, des alertes pr\u00e9dictives et des analyses avanc\u00e9es pour garantir la fluidit\u00e9 de vos op\u00e9rations.<\/span>\u00a0<\/span><\/p>\n

Qu\u2019il s\u2019agisse d\u2019optimiser les tourn\u00e9es ou d\u2019anticiper les probl\u00e8mes de livraison ou de collecte, nous sommes \u00e0 vos c\u00f4t\u00e9s pour garantir une ex\u00e9cution sans faille.<\/span>\u00a0<\/span><\/p>\n

Pr\u00eat \u00e0 reprendre le contr\u00f4le sur vos incidents de livraison ? D\u00e9couvrez comment Microlise peut soutenir votre activit\u00e9 avec une gestion intelligente du transport.<\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

D\u00e9couvrez les 5 causes les plus fr\u00e9quentes d\u2019incidents lors de tourn\u00e9es de livraison \/ collecte et les solutions concr\u00e8tes pour les pr\u00e9venir. Am\u00e9liorez votre satisfaction client gr\u00e2ce \u00e0 une gestion intelligente du transport.<\/p>\n","protected":false},"author":76,"featured_media":46516,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1117,1115,2],"tags":[],"class_list":["post-46519","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-proof-of-delivery-delivery-management-fr","category-delivery-management-fr","category-non-classifiee","entry"],"yoast_head":"\nCinq causes fr\u00e9quentes d\u2019incidents lors de tourn\u00e9es de livraison et comment les r\u00e9soudre<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez les 5 causes les plus fr\u00e9quentes d\u2019incidents lors de tourn\u00e9es de livraison \/ collecte et les solutions concr\u00e8tes pour les pr\u00e9venir. 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