Our MSST solutions drive business results for our clients by enriching the Customer Experience through Marketing, Sales and Service Transformation.
Implementing CRM Solutions
Capgemini develops CRM Solutions in centres around the world offering a “follow the sun” approach where work can be done around the clock. This enables Capgemini to maintain higher productivity at a lower cost, typically realising cost savings for clients of 40% and above.
Our offshore “Upgrade Factory” location uses Siebel “out-of-the-box” along with best practices and tools/templates to enable project leaders to deliver high value functions while managing cost and overall project risk. We also have an established SAP CRM RightShore Delivery Framework.
Our solutions cover a broad range of customer interactions including:
Customer Experience Transformation and CRM Strategy
Our Customer Experience Transformation solutions help clients align their CRM program around a business strategy. The focus is on improving customer intimacy by defining the desired customer experience and aligning internal capabilities to profitably provide those experiences.
Capgemini helps make CRM Strategy initiatives a reality - by developing a CRM roadmap and business case to align CRM initiatives to overall corporate objectives through Customer Experience Mapping, Business Process Modelling and Technology Application Architecture. Read more
Marketing
Our Marketing solutions enable our clients to retain and grow their customer base by engaging customers and understanding and delivering the right offer to the right customer at the right time. The offer aims to increase response rates, improve customer satisfaction and reduce costs through the use of business intelligence and marketing tools.
We understand effective Marketing for long-term, profitable customer relationships - CRM technology allows our clients to adapt more quickly to market changes. Read more
Sales Effectiveness
Our Sales solutions focus on increasing sales and sales force effectiveness across all channels, such as the sales force, online, and contact centres.
Capgemini can help you apply technology to increase Sales - today’s technologies make a wealth of information available at the point of sale.
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Service: Contact Centre and Field Service
Our service solutions help our clients to keep customers satisfied on a long term basis by providing the best possible service. Our Contact Centre and Field Service solutions improve efficiency and effectiveness, customer loyalty and revenue potential.
We can help you provide customers with the best possible service to maintain long-term relationships - this is achieved through optimising the way that services are provided and contact centres are managed.
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