Marketing, Sales and Service Transformation

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Delivering measurable revenue growth and cost reduction in the Sales, Service and Marketing parts of our customer's organisation.

Thought Leadership

Read moreThe Contact Centre of the Future: Planning the Transition

It is time for the Contact Centre to evolve into the Customer Experience Centre.

Brochures

Read moreAiming for the Ultimate Customer Experience

Can you provide the ultimate customer experience?

What is Marketing, Sales and Service Transformation?

Traditionally labelled Customer Relationship Management (CRM), our Marketing, Sales and Service Transformation (MSST) capability works with clients to design and implement a differential customer experience which will drive acquisition and retention, whilst identifying new groups.

Through effective management and coordination of customer interactions across channels, departments, lines of business, and geographies, companies are able to maximise the value of every customer interaction and provide a unique customer experience. When operated efficiently and effectively, implementation of the right customer experience contributes directly to shareholder value.

Our MSST solutions drive business results for our clients by enriching the Customer Experience through Marketing, Sales  and Service Transformation.

MSST Solution Wheel

Optimising Customer Experience Investments

The end goal of any Customer Experience investment should be steady, predictable increase of business results, such as free cash flow and earnings per share. In addition, other anticipated qualitative improvements are customer satisfaction, customer loyalty, and customer relationship improvements.

Our offers are both horizontal and industry-specific solutions to address key challenges in your industry.

Marketing
  • Customer Experience Transformation
  • Customer Insight
  • Customer Proposition Development
  • Customer and Channel Strategy
  • Campaign Interactions

Sales
  • Sales Strategy and Organisation Structure
  • Customer Planning
  • Sales Operations Management
  • Behaviour and Performance

Service
  • Customer Contact Strategy
  • Customer Contact Design
  • Contact Channel Set-Up
  • Contact Centre Optimisation
  • Operation Performance Improvement

Industries
  • Telecom
  • Government and Public Services
  • Energy and Utilities
  • Manufacturing, Retail and Distribution
  • Transport

Collaborating for Success

Capgemini has been a recognised global leader in CRM services and solutions for more than a decade. Our CRM alliances include Oracle/Siebel/PeopleSoft, SAP, Epiphany, Genesys, SAS, Microsoft and Teradata. Our extensive experience with these leading companies allows us to deliver measurably faster, better, and more sustainable results from CRM investments.

Contact Us

If you have specific business needs or objectives that you would like to discuss, or if you’d like one of our experts to get in touch with you, contact us.