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Integrated Digital Services
Opening up your digital capability
The increasing adoption of digital services by customers represents a tremendous opportunity for retailers – providing a platform for greater customer insight, deeper brand awareness and loyalty, and new sales and customer service models. Forward-thinking retailers are exploring channels such as the internet and social media for closer connection with their customers – but need to integrate them with traditional channels to capitalise on the benefits and position themselves for the future.
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Thought leadership
Capgemini Immediate – a new approach for a new business landscape »In this section:
The critical strategies for success online
As customers become increasingly comfortable using multiple channels to complete their shopping journeys, the use of the internet channel is evolving. Retailers need to move from a channel-centric approach to one that puts the customer at the core and delivers an integrated experience, regardless of how customers interact by developing both the business side (supply chain, operating model, policy and process, and board level leadership) and agile technology platforms (single view of the customer, better information management and open-standard, service-oriented IT infrastructure).
Capgemini’s Approach: A path to Digital transformation
Capgemini’s Integrated Digital Services is a unique approach to meeting the challenges of today’s complex multi-channel retail model and exploiting the opportunities that arise by interacting with customers across multiple channels in a consistent and personalised way. Putting together the most advanced – and constantly evolving – online tools with creative strategy, we open up your digital capability by driving five key value areas
- Using new channels to drive brand equity
- Creating models to transact directly with customers
- Developing more intelligent customer insight tools
- Using analytical tools to drive product and service innovation and accurately forecast demand
- Leveraging multiple channels to create better customer service
Capgemini’s Capability
Capgemini’s Integrated Digital Services combines the power of our consulting services, where we have a proven track record in helping retailers develop their operating models in line with these seven key strategies, with the launch of Capgemini Immediate, a technology solution that will help retailers to meet the constantly shifting business needs and exploit emerging technology enablers.
Immediate is a best-of-breed, highly interchangeable solution that adjusts to meet changing demand, changing technologies and changing conditions – and which is flexible to scale and rapid to develop and roll out across any organisation.
Our Integrated Digital Services, powered by Immediate, amounts to an essential toolset that delivers a customer centric approach in today’s complex multi-channel retailing world.
Find the new way forward
As explained in our report and introductory video from global eCommerce and Multi-channel lead Jon Parry, Capgemini’s Integrated Digital Services represents a fundamentally new way to drive sales and lifetime value and align retailers with their customers’ needs, while reducing customer service, technology and inventory costs.
Success stories
Find out how we are working with Royal Mail Group to transform its business and customer online services, help to reduce its annual website IT costs and support expansion and diversification into a wide range of new web-based business opportunities without the delays and expense of traditional IT. Read the press release.
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