Capgemini - How Digitally Empowered is Your Business? Capgemini’s Digital Customer Experience

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in collaboration with
Companies that deliver digital customer experiences are 26% more profitable than
other companies. A key to success is to enable a consistent and seamless customer
experience across all channels. Capgemini helps companies to take advantage of
the power of digital customer experiences. We assist companies throughout the whole
transformation process, from defining business cases through design and implementation
of digital solutions, and their management. Since 2007 we have worked closely with
salesforce.com to provide tailored solutions, which meet the business challenges of
our customers and create positive customer experiences. A digest of Capgemini’s
approaches around Salesforce solutions can be found in this fact sheet.
Read more:
www.capgemini.com/digital-customer-experience
How Digitally Empowered is Your Business?
Capgemini’s Digital Customer Experience

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Capgemini Cloud Assessment – Enterprise Cloud-Migration
Consumers expect from brick-n-mortar companies the same level of user-friendliness,
compatibility and accessibility that they get from online companies like Amazon,
Facebook, eBay, and Google. Employees, who are also consumers, have similar
expectations of their employers. Consumers and employees are pushing brick-n-mortar
companies to migrate enterprise applications to the cloud. The benefits of a replatforming
include higher user adoption, better accessibility and lower management costs. The
Capgemini Cloud Assessment offers an iterative methodology for identifying the best
candidates for replatforming with force.com. In just 6 weeks, Capgemini delivers an end-
state architecture, business cases and deployment roadmap.
Benefits:
• Knowledge and expertise gained from numerous projects across industry sectors
• Scalable across geographies, BUs and portfolios, accommodates enterprise complexity
• Rationalizes infrastructure, platform and software in the Cloud
• Consistent, proven methodology recognized by the industry
• Fast time-to-value through early visibility of quick wins and ROI
• Proprietary ranking and scoring model refined over hundreds of engagements
provides objective analysis
Read more:
www.capgemini.com/customer-experience-management/salesforce-solutions/
cloud-assessment
Odigo – Multichannel Contact Management via the Cloud
Today, customers expect to interact with organizations not only by phone or mail, but
also via e-mail, web chat, social media and mobile apps. Odigo is a pay-per-use, cloud-
enabled solution that redirects customer requests to the right resource from any channel.
It enables you to:
• Improve your customer experience
• Reduce infrastructure costs
• Develop and implement a coherent, multi-channel strategy
• Respond differently to specific customer segments and request types
• Reduce call volumes by optimizing self-service channels
• Achieve convergence between voice and web
Benefits:
• Natural Language and Virtual Assistant features that use advanced speech and chat
analytics to route customer requests without a list of options
• Smart Call mobile apps that alert customers when to call to avoid wait times
• Seamless integration into Salesforce.com CRM, using Salesforce’s Open CTI
• High levels of availability, guaranteed by strict service-level agreements
• Intuitive interfaces for end users and managers
• Implementation within weeks
Capgemini Cloud Assess-
ment offers a methodology
and a roadmap for Cloud
migration to reduce decision
risks, promote rapid user
adoption and lower TCO of
IT investments.
Odigo handles and distri-
butes customer contact to
the right parties within your
organization, supporting
your multichannel customer
service strategy.

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Connected Service Experience – IoT Solutions for
Manufacturing and Automotive
The Internet of Things is profoundly changing the nature of the relationship between
the manufacturer and the customer. Instead of reacting to customer initiated cases, IoT
enables the manufacturer to predict and respond in near-time – before the customer
knows there is an issue and experiences dissatisfaction. Companies that use the
Connected Service solution from Capgemini can deliver a new level of customer support,
because they can anticipate performance issues before they occur and automatically
trigger the appropriate interaction from sales, service, and customer care. Capgemini
delivers turn-key IoT solutions including data acquisition, aggregation, analytics and
actioning to the automotive, manufacturing, energy and transportation sectors.
Benefits:
• Higher customer satisfaction
• Faster response times
• More sales opportunities
• Lower downtime / higher uptime
• Better transparency
• Greater accessibility through mobile
• More insight
• Better product development
Client Assist – In-Store Shopping Experience
For retail companies it is a key to success to make in-store shopping experience a part
of their all-channel experience strategy. ClientAssist is a retail clienteling solution, that
seamlessly connects online and offline worlds. It helps store associates upsell and deliver
a better and more intimate level of customer service, resulting in increased shopper
satisfaction and loyalty.
ClientAssist provides store associates with detailed customer information, such as profile,
preferences, activity and purchase history, wish lists and recommendations, integrates
with store inventory to show stock levels, and also includes social media connections to
show a consumer´s posts, likes and tweets. This insight makes it possible to deliver a truly
one-to-one customer experience.
Benefits:
• 360-degree view: Recent customer interactions, purchases and preferences are
available at your fingertips
• Empowerment: Mobile applications, integrated marketing and advanced analytics
enable employees to offer personalized customer service
• Community: Customers become brand advocates by connecting to a broader
community online
For customers, this translates to more relevant promotions, personalized
recommendations and a seamless online experience.
Read more:
www.capgemini.com/consumer-products-retail/clientassist
Capgemini´s Connected
Service Experience solution
empowers the manufacturer
to dispatch a field service
technician before a customer
knows there´s an issue and
order supplies before the
customer runs out. This
translates into longer uptimes
and more sales.
Clienteling is a capability to
manage personal customer
engagement in a way that
drives traffic to your store,
provides an exceptional
in-store shopping experience
and keeps your customers
coming back for more.

4. the way we do itDigital Customer Experience
The information contained in this document is proprietary. ©2014 Capgemini.
All rights reserved. Rightshore®
is a trademark belonging to Capgemini.
About Capgemini
With more than 130,000 people in over 40 countries, Capgemini is one of
the world’s foremost providers of consulting, technology and outsourcing
services. The Group reported 2013 global revenues of EUR 10.1 billion.
Together with its clients, Capgemini creates and delivers business and
technology solutions that fit their needs and drive the results they want.
A deeply multicultural organization, Capgemini has developed its own
way of working, the Collaborative Business ExperienceTM
, and draws on
Rightshore®
, its worldwide delivery model.
Learn more about us at
www.de.capgemini.com
Contact:
Prof. Dr. Michael J. Capone
+49 40 254491942
michael.capone@capgemini.com
Torsten Stanienda
+49 30 88703414
torsten.stanienda@capgemini.com