{"id":442503,"date":"2026-09-17T09:00:00","date_gmt":"2026-09-17T07:00:00","guid":{"rendered":"https:\/\/www.glpi-project.org\/?p=442503"},"modified":"2026-09-15T15:37:07","modified_gmt":"2026-09-15T13:37:07","slug":"exafret-case-study-how-a-rail-freight-operator-cut-support-costs-and-complexity-with-glpi","status":"publish","type":"post","link":"https:\/\/www.glpi-project.org\/fr\/exafret-case-study-how-a-rail-freight-operator-cut-support-costs-and-complexity-with-glpi\/","title":{"rendered":"\u00c9tude de cas Hexafret : comment un op\u00e9rateur fran\u00e7ais de fret ferroviaire rationalise son support informatique pour 7 000 utilisateurs gr\u00e2ce \u00e0 GLPI"},"content":{"rendered":"<h2 class=\"wp-block-heading\">Mise en place d'un support \u00e0 grande \u00e9chelle pour 7 000 utilisateurs<\/h2>\n\n\n\n<p class=\"wp-block-paragraph translation-block\">Hexafret, filiale de la SNCF sp\u00e9cialis\u00e9e dans le fret ferroviaire, assure le support de <strong>4 000 collaborateurs<\/strong> et d\u2019environ <strong>7 000 utilisateurs internes et externes<\/strong>, tout en permettant au pays d\u2019\u00e9viter le rejet de plus de <strong>1 million de tonnes de CO\u2082<\/strong> et la circulation de plus de <strong>1 million de poids lourds longue distance<\/strong> chaque ann\u00e9e. Derri\u00e8re cette op\u00e9ration, le service d\u2019assistance fonctionnait autrefois \u00e0 l\u2019aide d\u2019e-mails \u00e9pars et d\u2019un outil de gestion des tickets rigide qui rendait chaque petite modification co\u00fbteuse.<\/p>\n\n\n\n<p class=\"wp-block-paragraph translation-block\">Dans une interview vid\u00e9o exclusive, plusieurs membres de l'\u00e9quipe charg\u00e9e de l'environnement utilisateur chez Hexafret \u2014 notamment <strong>Fabienne<\/strong>, responsable de la division Environnement utilisateur, <strong>Maxime<\/strong>, responsable du support utilisateur, et <strong>Fr\u00e9d\u00e9ric<\/strong>, membre de la m\u00eame \u00e9quipe \u2014 expliquent pourquoi ils sont pass\u00e9s \u00e0 GLPI et ce que cela a chang\u00e9 dans leurs activit\u00e9s quotidiennes de support.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Les premiers d\u00e9fis : des demandes dispers\u00e9es et un outil co\u00fbteux et rigide<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Avant GLPI, les \u00e9quipes d'Hexafret \u00e9taient confront\u00e9es \u00e0 deux probl\u00e8mes distincts qui ralentissaient tous deux le service d'assistance.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"translation-block\"><strong>Demandes trait\u00e9es par e-mail :<\/strong> certains services, comme le CSPHA, suivaient les demandes d'assistance par e-mail sans registre centralis\u00e9 et sans moyen simple de conna\u00eetre l'\u00e9tat d'avancement d'un dossier.<\/li>\n\n\n\n<li class=\"translation-block\"><strong>Un outil h\u00e9rit\u00e9, rigide et co\u00fbteux :<\/strong> d'autres \u00e9quipes utilisaient une ancienne plateforme de gestion des tickets bien plus complexe \u00e0 configurer \u2014 toute modification n\u00e9cessitait de passer par un int\u00e9grateur externe, et le co\u00fbt des \u00e9volutions \u00e9tait, selon les propres termes de l'\u00e9quipe, extr\u00eamement \u00e9lev\u00e9.<\/li>\n\n\n\n<li class=\"translation-block\"><strong>Pas de processus industrialis\u00e9 :<\/strong> en tant qu'\u00e9quipe charg\u00e9e de veiller \u00e0 ce que chaque collaborateur dispose du mat\u00e9riel et des logiciels n\u00e9cessaires pour travailler correctement, la division charg\u00e9e de l'environnement utilisateur avait besoin d'un outil robuste et centralis\u00e9 sur lequel tout le monde puisse compter.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Pourquoi GLPI ? Pour ne pas d\u00e9pendre d'int\u00e9grateurs externes<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Gr\u00e2ce \u00e0 GLPI, les modifications de configuration ne d\u00e9pendent plus d'un int\u00e9grateur externe. Maxime, responsable du support utilisateur chez Hexafret, ma\u00eetrise suffisamment bien la configuration de l'outil pour r\u00e9pondre rapidement aux besoins des utilisateurs \u2014 ce qui contraste fortement avec les \u00e9volutions co\u00fbteuses de l'ancienne plateforme.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>\u00ab Avant, nous utilisions un autre outil de gestion des tickets, plus complexe. Nous devions passer par un int\u00e9grateur, et les mises \u00e0 jour co\u00fbtaient extr\u00eamement cher. D\u00e9sormais, avec GLPI, nous avons la chance de pouvoir compter sur Maxime, qui est tr\u00e8s comp\u00e9tent, et gr\u00e2ce \u00e0 lui, nous pouvons r\u00e9pondre tr\u00e8s rapidement aux besoins des utilisateurs. \u00bb<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph translation-block\">\u2014 <strong>Sandrine<\/strong>, assistante du directeur des ressources humaines et du pr\u00e9sident chez Hexafret<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Indicateurs cl\u00e9s du projet<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"translation-block\"><strong>~7 000 utilisateurs<\/strong> pris en charge, internes et externes confondus.<\/li>\n\n\n\n<li class=\"translation-block\"><strong>Une dizaine de techniciens<\/strong> assurent le support de premier niveau, avec le soutien d'une cinquantaine de personnes<\/strong> r\u00e9parties entre les niveaux 2 et 3.<\/li>\n\n\n\n<li><strong>~11,000 tickets<\/strong> migrated from the previous tool with no loss of continuity.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">A single source of truth: everything happens in the ticket<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The switch to GLPI came with a full migration of Hexafret's existing ticket base \u2014 close to 11,000 tickets carried over so teams could keep working the way they were used to, with a smoother tool underneath. Day to day, the team relies on GLPI's search engine and custom filters to sort through requests, and on a simple ticket creation and response workflow that keeps the full history of a case, and every team member's contribution to it, visible in one place.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>\"Tout se passe dans le ticket. On a toutes les infos, on a l'historique, on sait exactement o\u00f9 on en est et \u00e7a c'est un r\u00e9el avantage. On a un outil fiable, peu co\u00fbteux et qui fonctionne.\"<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2014 <strong>Fr\u00e9d\u00e9ric<\/strong>, User Environment team, Hexafret<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Conclusion: a reliable, low-cost tool the team can run itself<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Hexafret's experience shows that an in-house team, without a permanent dependency on an external integrator, can run a large-scale support operation on GLPI \u2014 ergonomic and intuitive enough that, in the team's own words, no heavy training is needed to get started. As Maxime puts it, for him GLPI is simply the ideal tool.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Looking to industrialize your own IT support process without depending on costly external development cycles?<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Discover GLPI's Helpdesk features: <a href=\"https:\/\/www.glpi-project.org\/fr\/helpdesk-software\/\">https:\/\/www.glpi-project.org\/en\/helpdesk-software\/<\/a><\/li>\n\n\n\n<li>Find a GLPI partner near you: <a href=\"https:\/\/www.glpi-project.org\/fr\/partners\/\">https:\/\/www.glpi-project.org\/en\/partners\/<\/a><\/li>\n\n\n\n<li>Explore GLPI pricing: <a href=\"https:\/\/www.glpi-project.org\/fr\/pricing\/\">https:\/\/www.glpi-project.org\/en\/pricing\/<\/a><\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">\ud83d\udcfa Watch the full video testimonial<\/p>\n\n\n<figure class=\"wp-block-embed-youtube wp-block-embed is-type-video is-provider-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"lyte-wrapper\" style=\"width:1280px;max-width:100%;margin:5px;\"><div class=\"lyMe hidef\" id=\"WYL_TNgWa5CSQuM\"><div id=\"lyte_TNgWa5CSQuM\" data-src=\"https:\/\/www.glpi-project.org\/wp-content\/plugins\/wp-youtube-lyte\/lyteCache.php?origThumbUrl=%2F%2Fi.ytimg.com%2Fvi%2FTNgWa5CSQuM%2Fmaxresdefault.jpg\" class=\"pL\"><div class=\"tC\"><div class=\"tT\"><\/div><\/div><button tabindex=\"0\" class=\"play\"><\/button><div class=\"ctrl\"><div class=\"Lctrl\"><\/div><div class=\"Rctrl\"><\/div><\/div><\/div><noscript><a href=\"https:\/\/youtu.be\/TNgWa5CSQuM\" rel=\"nofollow noopener\" target=\"_blank\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.glpi-project.org\/wp-content\/plugins\/wp-youtube-lyte\/lyteCache.php?origThumbUrl=https%3A%2F%2Fi.ytimg.com%2Fvi%2FTNgWa5CSQuM%2F0.jpg\" alt=\"YouTube video thumbnail\" width=\"1280\" height=\"700\" \/><br \/>Lire cette vid\u00e9o sur YouTube<\/a><\/noscript><\/div><\/div><div class=\"lL\" style=\"max-width:100%;width:1280px;margin:5px;\"><\/div><figcaption><\/figcaption><\/figure>\n\n\n<p class=\"wp-block-paragraph\"><\/p>","protected":false},"excerpt":{"rendered":"<p>Industrializing support for 7,000 users Hexafret, a rail freight subsidiary of SNCF, runs support for 4,000 employees and around 7,000 internal and external users while helping the country avoid the emission of more than 1 million tonnes of CO2 and over 1 million long-distance trucks on the road every year. Behind that operation, the support [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":442504,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[206],"tags":[],"class_list":["post-442503","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-testimonial"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.glpi-project.org\/fr\/wp-json\/wp\/v2\/posts\/442503","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.glpi-project.org\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.glpi-project.org\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.glpi-project.org\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.glpi-project.org\/fr\/wp-json\/wp\/v2\/comments?post=442503"}],"version-history":[{"count":5,"href":"https:\/\/www.glpi-project.org\/fr\/wp-json\/wp\/v2\/posts\/442503\/revisions"}],"predecessor-version":[{"id":442532,"href":"https:\/\/www.glpi-project.org\/fr\/wp-json\/wp\/v2\/posts\/442503\/revisions\/442532"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.glpi-project.org\/fr\/wp-json\/wp\/v2\/media\/442504"}],"wp:attachment":[{"href":"https:\/\/www.glpi-project.org\/fr\/wp-json\/wp\/v2\/media?parent=442503"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.glpi-project.org\/fr\/wp-json\/wp\/v2\/categories?post=442503"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.glpi-project.org\/fr\/wp-json\/wp\/v2\/tags?post=442503"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}