Salesforce.com’s CRM applications manage customer information for over 72,000 customers, including some of the world’s largest companies. In February 2010 it looked set to become the first enterprise cloud computing company to exceed $1.4bn annual revenue.

Capgemini was among the first system integration specialists to get to grips with the practicalities of cloud, and has built extensive services and skills, particularly for integrating cloud applications with legacy systems.

Our implementation approach has been tailored to the special requirements of cloud and SaaS. That means that businesses adopting Salesforce.com can draw on mature integration capabilities without worrying that we’ll overcomplicate matters, as some integrators have been accused of doing.

This section contains:

• Our Salesforce.com experience and capability
• Joint projects
• In partnership

Our Salesforce.com experience and capability

Capgemini has been implementing cloud solutions since 2007. Our experience spans service selection, development, configuration, integration, and data migration. We have one of the largest dedicated SaaS practices of any UK systems integrator.

Services provided by Capgemini to complement Saleforce.com include:

• Advisory services such as product comparison, architecture and TCO evaluation
• Web development, including construction of customer and partner portal
• Development around Salesforce’s Force.com cloud platform for business apps
• Integration services, whether “cloud to cloud” or “cloud to on-premise”

Joint Projects

Telegraph Media Group (TMG)

Capgemini helped to deliver what the client has called “a state-of-the-art subscription management system” in just five months for The Daily Telegraph and The Sunday Telegraph. Salesforce.com was chosen to provide the CRM platform. Benefits include the improved user experience associated with the richness of web-based applications, plus technology that is instantly updatable without the need to retrain staff. Other gains are flexibility in launching new projects, improved management reporting, reduced costs and, in the contact centre, increased productivity and better quality interactions with the public.

Utility firm services arm

This organisation is a leading provider and installer of domestic central heating boilers and associated products. When it needed to replace an aging call centre and sales team planning system, Capgemini delivered a solution based on Salesforce.com, and fully integrated with the client’s legacy applications. Features include a diary management system for booking customer appointments and a third-party tool for developing new call scripts. Management has acquired an end-to-end view of each customer’s sales and implementation lifecycle, including visibility of the progress of sales leads, which has enabled a substantial increase in the conversion rate.

UK facilities management business

This company helps some of the UK’s biggest businesses make buildings and workspaces smarter, greener, safer and better run. When the company wanted to create a single CRM platform across multiple businesses within its Facilities Services division, Capgemini worked with it and Salesforce.com to deploy a feature-rich CRM solution for 10 businesses in just 10 weeks, using a rapid, iterative methodology. As a result of this successful collaboration, the client now has visibility of a consolidated sales pipeline across the businesses, together with a common sales process and unified customer information, knowledge and approach. It is also able to sell customers bundles of services from different businesses.

In partnership

Customer behavior is changing; they are spending more and more time online and using an evolving mix of online channels and mobile devices. So how do you keep a step ahead of your customers and your competition in a digital world that is constantly shifting, in a cost effective way? Find out more about Capgemini Immediate, the first complete Cloud service offering in the marketplace.

Together, we and Salesforce.com have delivered business solutions to 20+ clients, successfully completing some of the UK’s most challenging SaaS projects to date. We often work with additional partners; Capgemini can act as a prime contractor, bringing together the people and components to give you the solution you need, without any additional management overheads

Capgemini’s CRM and integration expertise, coupled with the strength of Salesforce.com’s solution, allows SaaS to become a strategic component of the CIO’s IT landscape, rather than just a departmental or point solution. Summing up, our partnership helps our clients achieve market leading, strategic CRM without the need to invest in more infrastructure and software.