SIM demands a focus on the activities that support service delivery, and on getting things right first time: increasing internal efficiency, reducing costs, improving customer satisfaction.

It’s about the customers’ perspective: they don’t want to see the complexities of your organisation, or care whether a problem gets fixed by your staff or a contractor. They see one business, one end-to-end process, one chance to get it right first time. That means SIM requires the cooperation of the whole organisation, not just customer services.

In this section:

Benefits of Capgemini's SIM offer

Capgemini’s approach

Capgemini’s capabilities

Success stories

Benefits of Capgemini’s SIM offer

We help you understand service delivery from the perspective of your customer, show you how to get visibility of the real issues along your multiple customer journeys, and work with you to develop effective, sustainable solutions.

Using these techniques we have helped a major water company reduce complaints by over 50% whilst also lowering operational costs by over 10% At another major utility, the percentage of customers stating that they were totally satisfied has more than doubled.

Capgemini’s approach

SIM diagnostic We have developed a unique, proven set of tools to enable you to evaluate your projects portfolio and capacity to deliver.

Practical approach We help you make changes that are practical, relevant and real for front-line staff. They learn to identify and remove activities that do not add value to your customer or your business, and to measure and manage the right things. It’s not about theory or reports: it’s about actions and behaviours that improve your customer’s experience.

“Coalface consulting” We believe that for change to be truly sustainable, we must work shoulder to shoulder with your teams, wherever they are. To make change “stick”, it’s created and delivered by the workforce themselves, in the workplace. We support your teams in changing the way your organisation works: we call this “coalface consulting”.

Promoting collaboration A major challenge of SIM is to connect up all the elements of your business around the customer’s viewpoint. We work with your teams in the front office, in the field and in the back office to establish the issues that affect customer satisfaction, then develop and implement lasting solutions to these problems.

Capgemini’s capabilities

Understanding of and insight into what the customer really experiences is fundamental to SIM. Because of our extensive work both in the utilities sector and with companies at the leading edge of customer experience (such as GAME Group), we are uniquely placed to help you answer questions like:

• What do our customers expect from us?
• Who do our customers compare us against?
• What satisfies or frustrates them?

• That’s probably why many of the UK’s largest water companies are already working with us to tackle the challenges and opportunities of SIM.

Success stories

Scottish Water

With our help, Scottish Water has moved from 13^th to 3^rd in the UK Customer Service Index (2010), and reduced complaints by 50%. The company is on track to deliver up to £70m savings over the AMP period.

Major UK utility

Operations contact strategy is enabling 15% opex reduction plus better customer experience and SIM-readiness.