Capgemini has over 100 subject matter experts in Customer Service consulting. Between them, they have carried out over 300 projects to help our clients obtain maximum benefit from their Customer Service investment.

This section includes:

• Benefits of Customer Service Transformation
• Capgemini’s approach
• Capgemini capability
• Success stories

The benefits of Customer Service Transformation

The benefits of Customer Service Transformation to optimise the Customer Experience include:

• Happier customers leading to increased customer satisfaction levels and lower levels of churn
• A greater propensity to up and cross sell due to improved service levels with happier customers being more likely to make further investment in a company’s goods and services
• Improved cost to serve with greater demonstrable Return on Investment (ROI)
• Optimised supplier and partner service levels to get the best out of your Customer Service providers, especially in the areas of managing outsourced called centres, both onshore and offshore
• A great work, life and career balance for those working in Customer Service, leading to a happier and more productive and optimised workforce

Capgemini’s approach

Capgemini’s approach is that the best service that can be delivered is when customers don’t notice they’re being delivered service. To that end, our approach is multi-pronged and varies from client to client, but follows a basic pattern of assess, review, design, build or optimise.

• Structure – we look at how you structure your customer service operations and locate the pain points in the organisational
• Organisation – we look at the organisational aspects of Customer Service, including organisational design considerations as well as the role of people and processes
• Integration – we examine the integration between your front office customer-facing systems and your back-office systems and vice-versa to ensure that there is seamless integration between them

We review Customer Services across multiple channels to ensure that customers can integrate with organisations according to their preferred method

Capgemini Capabilities

Unlike many consultancies, Capgemini offers very strong operational capabilities. Our team will work with clients on site and alongside their counterparts within an organisation.

Our experts are able to offer skills and capabilities from both a technical and a commercial perspective, enabling them to communicate technology concepts in business terminology, bridging the gap between the business and IT sides of an organisation.

Capgemini has a series of technology partnerships with companies at the forefront of the Customer Service and Contact Centre markets, including SAP, Genesys, Avaya and Oracle with its Siebel offering.

Our team boasts a great deal of operational experience in contact centres for companies such as BT, British Gas, Tesco and Virgin Trains.

We have 75 years experience of designing innovative solutions for customers such as Prudential, Avis and Ford.

We can help you assess where your organisation is in terms of its abilty to carry out Customer Service Transformation.

Success Stories

Leading UK credit card company

The client has 9 million customers in the UK of which 5 million contact the customer service line at least once a year. This translates to 18.5 million calls to the Customer Service IVR per year, of which 59% or 10.8m calls are handled by CAMS (Customer Account Managers). The remaining 41% (7.7M) calls self serve. Capgemini was commissioned to perform an assessment of their current IVR channel in order to:

• Define and prioritise opportunities to improve the IVR channel (increasing customer usage and experience).
• Contact Centre call volume pressures by increasing the proportion of customers using the IVR channel and self-service.
• Establish IVR usage improvement targets, based on best practice/benchmarking insight.
• Better understanding of how the financial services industry utilises IVR as a customer interaction channel.
• Produce an opportunity assessment report including; short and longer term IVR improvement opportunities, as-is performance and to-be targets, opportunity quantification and prioritisation, timeframe guidelines for opportunity implementation.
• Identify size and prioritise customer IVR usage issues with the current IVR design (to include issues that have already been identified such as customer propensity to opt out of the IVR at the ID&V stage).
• Identify, evaluate (in quantitative terms) and prioritise solutions and alternatives to resolve or alleviate current IVR usage issues.
• Identify additional opportunities to leverage IVR capabilities for further alleviating Contact Centre call volumes.