This section contains:

• Benefits
• Capgemini’s approach
• Capgemini’s capabilities
• Success stories

Benefits of Opex and Service Optimisation

We help you identify all the options for change, and then use proven simulation techniques to quantify the effects of each on cost and customer experience. You end up with an evidence-based roadmap for improving efficiency and service, and for doing it at your preferred pace, keeping disruption to a minimum.

Capgemini’s approach

Our Opex and Service Optimisation approach identifies and quantitatively evaluates possible changes under five main headings:

1. Smarter use of customer segmentation Proper segmentation means you can make intelligent choices about which groups can be handled online and which need face-to-face interaction. Automated decision-making tools and staff training can then ensure that each contact is handled appropriately.
2. Enhance your self-service Most organisations have room to improve usability of their self-service facilities, extending the range of services offered and becoming smarter about upstream processes that drive call demand. Correctly used, self-service can improve customer experience while eliminating costly manual processing.
3. Smarter desktops To complete more “one and done” calls, agents need a single point of access to all relevant information sources. That way, the customer gets a faster response and you get better productivity.
4. Higher-performing agents Comparing working practices with best-in-class practices often reveals straightforward people changes that can both cut costs and improve customer experience. Technology, too, can deliver startling productivity improvements, and cut waiting time for the customer.
5. The best infrastructure Some elements of call centre activity may be suitable for outsourcing – for example, out-of-hours calls are sometimes better handled offshore, and “overflow calls” can be routed to home workers, security permitting.

Capgemini’s capabilities

We offer both strong simulation expertise and also sales, marketing, and technology knowhow – an unusual combination. Our customer experience knowledge provides an additional check that proposed cost-saving actions won’t adversely affect customers. We have best-practice benchmarks for each sector against which to compare your current and projected performance. Capgemini’s Rightshore® approach helps you understand how best to optimise the sourcing dimension of your opex.

Unlike many consultancies, Capgemini offers strong operational capabilities. Our team will work with you on site, alongside their counterparts within your organisation. Our experts have both technical and commercial capabilities, and so they can bridge any communications gap between your business and IT functions.

Capgemini has 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.

Success stories

GAME group

For GAME Group, Capgemini has implemented a self-service solution that integrates the consumer buying experience, with calls being passed to agents only when necessary. The solution employs a natural language processing capability within a suite of integrated workflow tools to automate service delivery for complex customer enquiries. Customers still enjoy a high standard of service, but manual processing is substantially reduced.

Leading UK credit card company

This major player commissioned Capgemini to assess its current IVR channel in order to define and prioritise opportunities that would provide a better customer experience and increase customers’ usage of the channel. We developed a report identifying and quantitatively evaluating improvement opportunities, both short and longer term. Using these findings, we helped to increase the proportion of customers using the IVR channel, thereby relieving pressure on the contact centre.