Capgemini brings Customer Management experience across multiple industry sectors, including Government, Consumer Products, Retail, Telco, Media & Entertainment, Transport, Manufacturing, Energy and Utilities and Financial Services.

This section contains:

• The benefits of Customer Services and Sales Packages
• Capgemini’s Approach
• Capgemini’s Capabilities
• Success Stories

Benefits of Customer Services and Sales Packages

CRM packages are a key technology enabler to achieving a 360 degree view of the customers, joining up sales and services processes.

They can enhance your customers interaction experience to achieve a ‘One and Done’ approach and, with the right business-led implementation approach, improve your own process efficiencies.

Further, they enable organisations to improve customer access by empowering multiple channels of self service driven by a common set of business rules, thereby allowing customers to choose their preferred method of interaction with your organisation and driving up levels of satisfaction via the overall customer experience.

Capgemini’s Approach

We tailor our project approach to meet your objectives and requirements whilst maintaining our leading practice techniques developed from years of SAP and Oracle Siebel package implementations

Used by our practitioners globally, DELIVER SAP and DELIVER ORACLE are our comprehensive methods for implementing Customer Management packages. These provide best practice accelerators such as process templates, plans, pre-configured applications and test scripts along with iterative development, requirements management, component architectures, distributed delivery and quality assurance.

Our methodology is designed to deliver predictable results and reduce project risk through:

• Leverage and implementation of core modules;
• Continuous incorporation of product and industry specific best practices and thought leadership to address specific challenges and opportunities;
• Proactive change management techniques to address organisational issues and other potential barriers inherent to any implementation or upgrade project; and
• Rigorous, standard risk management, quality assurance and client satisfaction processes.

Steps in our Approach include:

Step 1 - Project Initiation

Working with the client, we agree project roles and responsibilities, implement standard project office procedures for progress monitoring, risk and issue management, deliverable management etc and hold a project kick off event. This means minimum fuss and its quick to start.

Step 2 – Business Blueprint

We work with you in joint teams to ensure the design reflects your actual current, short and longer term business requirements while bringing in external challenge and new ideas. To maximise ROI we start from standard vanilla processes and aim to minimise customisation so that you leverage inherent best practice.

Step 3 - Realisation

The project team refines the integrated Customer Management solution and configuration is completed using which ever aspects of the distributed delivery model are most appropriate.

Step 4 – Final preparation

The developed solution is tested; training delivered; data migration rehearsals completed and technical infrastructure built. The deployment plan is then kicked-off.

Step 5 – Go Live and Post Implementation Support

The responsibility for operations is transferred from the project team to the operational team and any relevant legacy systems are decommissioned. The business then takes the responsibility for measuring the business benefits which the project has achieved.

Capgemini’s Capabilities

From straightforward implementations to deploying our sector specific solutions and templates, Capgemini has been classified in the Leaders Quadrant for CRM Service Providers.

CRM Strategy and Road Map Review

This ensures that you know where you are in your CRM package deployment and optimisation and where you are going.

CRM Customer Experience Review

With this capability we review service to make sure your customers are getting the benefit from your investment.

CRM Value Upgrade

We can carry out both simple technical or more complex functional upgrades to quickly and efficiently upgrade your CRM landscape

CRM Project Realignment

This is a recovery service to realign, reenergise and progress a CRM project which is bogged down or failing.

Success Stories

Utilities customer

This customer had a vision to link customer data to GIS in real time so that Call Centre agents can be proactive in managing the customer experience during an incident or emergency. Capgemini is delivering the IT systems that support the transformation with the Call Centre and Engineer Work Force. The project is delivering a better customer experience as the contact centre agent has access to all relevant information. The organisation now has integrated processes from customer face to work delivery and the ability to measure on the call change from average handling time to ‘close call on first contact’ so that there is no requirement for additional calls/follow up.

Transport organisation

This organisation is the umbrella for more than 10 individual transport bodies serving one of the UK’s major cities. The Customer Service programme spanned an 18 month period and put in place an external single customer face across all of the organisations to provide customers with a single point of contact and self service options. The SAP deployment has facilitated a single view of the customer for more than 1000 staff and aims to support a ‘one and done’ customer interaction.

Utilities Customer

This project was for the Household and Small Business customers of Customers Networks Branch of the utility. The chosen CRM solution cuts down on the administrative time and paperwork involved in providing quotes for customers requiring a new connection or an alteration to their service. Customers now receive instant quotations and are able to agree a date for work to be carried out at the time of the initial site survey. They have also been able to pay for the work straight away by credit or debit card, and benefit from reduced paperwork, since the new system involves paperless or largely paper-free processes. Call centre staff can now take appointments, collect payments and schedule diarised appointments for specific technicians all on the initial single customer contact, while customers are able to do the same through the introduction of self service facilities

International Consumer Products organisation.

This client had an extremely fragmented process landscape and a burning technology platform. The project delivered standard and highly bespoke functionality in SAP CRM (5.0) and Mobile Sales to meet the business requirements as well as integration with heavily customised SAP R/3 (4.6c) and SAP BW (7.0). This resulted in the standardisation of key processes and single tool to manage customer interactions as well as the implementation of a new approach to complex customer facing commercial modelling process. Improved monitoring, account planning and data quality produced a single view of the customer and Increased visibility of customer level Cost to Serve. The sales administration burden was reduced and reporting and access to reports was dramatically improved.

An inner London borough council

Capgemini were engaged to help steer the council’s e-Government programme to create improved services, and to provide substantial CRM and Siebel expertise to upgrade and build on the Council’s existing system covering over 200 users, spread over 6 different locations.

Capgemini undertook a strategic review of the council’s existing CRM system, matching this against the strategic objectives and Customer Service Business Plan for 2005-2008. The joint team recommended implementing a three year roadmap for the ongoing development of an integrated CRM solution into back office processes and systems.

Benefit realisation was a critical requirement of the programme and performance of both end to end customer interactions and key components were base lined before each phase started and compared to those measured after go live. In this fashion a quantitative measure of improvement could be made.

A major investment banking group

A perfect example of our ethos around Siebel implementations is the global solution we provided for a major investment bank. We worked collaboratively with senior business leaders within the group to design, build and implement a global Siebel CRM solution providing a simplified source of customer data without a single piece of custom code. Indeed, the programme required upwards of 200 separate data sources to be migrated seamlessly into one, consolidated, source of customer data.

The solution we jointly built resulted in the business having a direct capability to prepare personalised relationship plans to proactively manage key clients including guided preparation and scheduling of meetings and management of meeting outcomes and opportunities across the globe. Furthermore, the new solution provided improved management information, simplified and lower cost system maintenance and significantly simplified reporting functions.