Capgemini brings Customer Management experience across multiple industry sectors, including Government, CP, 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 organizational 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

A global automobile manufacturing group

Capgemini was selected as the regional localisation partner for Europe covering several of the group’s major vehicle brands. We led the design, build and deployment of sales and service functionality incorporating all our knowledge of industry specific and application best practices. The results were so well received that our designs were incorporated into the global build facilitating re-use by the Group in all other geographical regions.

Capgemini continue to provide the European organisation with effective programme and project management, extensive guidance on CRM technical architecture and infrastructure, comprehensive business analysis and world-class development and technical expertise. Allied to which our extensive experience in global deliveries of this nature has enabled Capgemini to be instrumental in advising the organisation on its global deployment model.”