new customer interaction management - capgemini€¦ · • their customer knowledge...

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® About Capgemini With more than 130,000 people in 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2013 global revenues of EUR 10.1 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business Experience TM , and draws on Rightshore ® , its worldwide delivery model. Learn more about us at www.capgemini.com Rightshore ® is a trademark belonging to Capgemini Contact : Stéphane Fournier Head of Customer Experience Offer Tel: +33 6 37.44.93.14 [email protected] © Novembre 2013 - Capgemini Crédit photo couverture : A.Dumoutier © Armée de Terre The new challenges & stakes of the future Customer Experience Being able to react immediately to customer interactions, identifying potential opportunities to increase the revenue and improving the customer satisfaction are the major stakes of the Customer Experience. In an increasingly competitive market, companies have to retain their customers. To achieve this, these companies need to focus on: Their multi / omni-channels approach Their convergent capabilities Their Big Data capacities to exploit all the relevant customer data (structured & unstructured) including the social network interactions Their customer knowledge & communication. New Customer Interaction Management Division Telecom & Media Offre Application Services France

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Page 1: New Customer Interaction Management - Capgemini€¦ · • Their customer knowledge &communication . New Customer Interaction Management Division Telecom & Media Ofre Application

®

About Capgemini

With more than 130,000 people in 40 countries, Capgemini is one of the world'sforemost providers of consulting, technology and outsourcing services. The Groupreported 2013 global revenues of EUR 10.1 billion. Together with its clients, Capgeminicreates and delivers business and technology solutions that fit their needs and drivethe results they want. A deeply multicultural organization, Capgemini has developed itsown way of working, the Collaborative Business ExperienceTM, and draws onRightshore®, its worldwide delivery model.

Learn more about us at

www.capgemini.comRightshore® is a trademark belonging to Capgemini

Contact :

Stéphane Fournier Head of Customer Experience OfferTel: +33 6 [email protected]

© Novembre 2013 - CapgeminiCrédit photo couverture : A.Dumoutier © Armée de Terre

The new challenges & stakes of the future CustomerExperienceBeing able to react immediately to customer interactions, identifying potentialopportunities to increase the revenue and improving the customer satisfaction are themajor stakes of the Customer Experience.

In an increasingly competitive market, companies have to retain their customers. To achieve this, these companies need to focus on:

• Their multi / omni-channels approach

• Their convergent capabilities

• Their Big Data capacities to exploit all the relevant customer data (structured &unstructured) including the social network interactions

• Their customer knowledge & communication.

New Customer Interaction Management

Division Telecom & Media Offre Application Services France

Page 2: New Customer Interaction Management - Capgemini€¦ · • Their customer knowledge &communication . New Customer Interaction Management Division Telecom & Media Ofre Application

A disruptive approach to tackle these customer challengesTo increase the customer satisfaction, the companies would have a better customerknowledge by leveraging all the relevant customer data wherever they are located in theirown legacy or in external sources.

Thus, to handle & to cover these new needs, we propose a slim layer that will integratesmoothly with your applications bringing together these new capacities allowing the use ofall data without replicating it into a new referential.

How the CRM NG offer will improve your customerexperience Ensure a high quality customer service:

• For all channel & all actors, providing a 360° view

• Display the information in Real Time (< 3 sec)

• Propose a semantic analysis to improve the data quality

• Display a real multi channels timeline including all interactions like social networks,chat, mail, email, etc.

• Facilitate the First Call Resolution thanks to the display of the relevant data at the righttime

Enable data convergence thanks to the configurable convergence rules to display theright data whatever the source application.

• Define different extract rules to display the right value

• Configure different refreshing time depending on the data priority and criticality

• Ensure a real omni-channel customer experience & enrich the customer informationwith the Social Network information

Reduce the churn & improve the retention via efficient indicators and push functionalities

• Define different indicators which are computed in real time like consumption analysis

• Configure the 360° view to push the Best Offer in real-time

• Identify quickly the Next Best Action

A quick integration withoutimpact on your legacy The CRM NG is a very flexible solution thatallows a non intrusive implementation intoyour legacy and a quick pre-integration withyour current Customer Relationship tool(s)offering for each actor an exhaustivecustomer 360° view and an efficientinteraction management solution.

CRM NG offers several native connectorsfor example BSCS (billing solution), SocialNetworks (Facebook, Tweeter, etc.), CRM(Siebel, Salesforces.com, MS Dynamics,etc.). It is a real alternative to existing front-end market solutions, often considered asheavy and complex to integrate withcompanies’ existing infrastructure.

This approach and the solution architectureis based upon allowing to break the silos byretrieving data wherever they are locatedwithout recreating a new referential. Itproposes more than 150 native connectors,allowing to connect easily to all types ofdata sources.

The CRM NG can be deployedin less than 4 months We propose a collaborative approach thatallows to:

• Drive the implementation by the businessuse cases & the business priorities

• Involve from the beginning of the projectthe End users & the IT stakeholders as“One Team”

This approach brings more reactivity tochange requests, a better capitalization ofthe end user feedbacks and a better qualityof delivery.

CRM NG solution is a complementary offer that tackles nonaddressed pain points without impact on your legacy

Each sprint (drop) has to bring a business value itself even if thescope is limited (iterative mode)

Want to see it live?

Visit our Lab’innovation in Paris, we will be happy to welcome you.