New Customer Interaction Management - Capgemini ¢â‚¬¢ Their customer knowledge &communication . New Customer
New Customer Interaction Management - Capgemini ¢â‚¬¢ Their customer knowledge &communication . New Customer

New Customer Interaction Management - Capgemini ¢â‚¬¢ Their customer knowledge &communication . New Customer

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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 ExperienceTM, 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 stephane.fournier@capgemini.com

    © 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

  • A disruptive approach to tackle these customer challenges To increase the customer satisfaction, the companies would have a better customer knowledge by leveraging all the relevant customer data wherever they are located in their own legacy or in external sources.

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

    How the CRM NG offer will improve your customer experience 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 right time

    Enable data convergence thanks to the configurable convergence rules to display the right 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 information with 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 without impact on your legacy The CRM NG is a very flexible solution that allows a non intrusive implementation into your legacy and a quick pre-integration with your current Customer Relationship tool(s) offering for each actor an exhaustive customer 360° view and an efficient interaction management solution.

    CRM NG offers several native connectors for example BSCS (billing solution), Social Networks (Facebook, Tweeter, etc.), CRM (Siebel, Salesforces.com, MS Dynamics, etc.). It is a real alternative to existing front- end market solutions, often considered as heavy and complex to integrate with companies’ existing infrastructure.

    This approach and the solution architecture is based upon allowing to break the silos by retrieving data wherever they are located without recreating a new referential. It proposes more than 150 native connectors, allowing to connect easily to all types of data sources.

    The CRM NG can be deployed in less than 4 months We propose a collaborative approach that allows to:

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

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

    This approach brings more reactivity to change requests, a better capitalization of the end user feedbacks and a better quality of delivery.

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

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

    Want to see it live?

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