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Companies that deliver digital customer experiences are 26% more profi table than other companies. A key to success is to enable a consistent and seamless customer experience across all channels. Capgemini helps companies to take advantage of the power of digital customer experiences. We assist companies throughout the whole transformation process, from defi ning business cases through design and implementation of digital solutions, and their management. Since 2007 we have worked closely with salesforce.com to provide tailored solutions, which meet the business challenges of our customers and create positive customer experiences. A digest of Capgemini’s approaches around Salesforce solutions can be found in this fact sheet.

Read more:www.capgemini.com/digital-customer-experience

How Digitally Empowered is Your Business? Capgemini’s Digital Customer Experience

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Capgemini Cloud Assessment – Enterprise Cloud-MigrationConsumers expect from brick-n-mortar companies the same level of user-friendliness, compatibility and accessibility that they get from online companies like Amazon, Facebook, eBay, and Google. Employees, who are also consumers, have similar expectations of their employers. Consumers and employees are pushing brick-n-mortar companies to migrate enterprise applications to the cloud. The benefi ts of a replatforming include higher user adoption, better accessibility and lower management costs. The Capgemini Cloud Assessment offers an iterative methodology for identifying the best candidates for replatforming with force.com. In just 6 weeks, Capgemini delivers an end-state architecture, business cases and deployment roadmap.

Benefi ts:• Knowledge and expertise gained from numerous projects across industry sectors• Scalable across geographies, BUs and portfolios, accommodates enterprise complexity• Rationalizes infrastructure, platform and software in the Cloud• Consistent, proven methodology recognized by the industry• Fast time-to-value through early visibility of quick wins and ROI• Proprietary ranking and scoring model refi ned over hundreds of engagements

provides objective analysis

Read more:www.capgemini.com/customer-experience-management/salesforce-solutions/cloud-assessment

Odigo – Multichannel Contact Management via the CloudToday, customers expect to interact with organizations not only by phone or mail, but also via e-mail, web chat, social media and mobile apps. Odigo is a pay-per-use, cloud-enabled solution that redirects customer requests to the right resource from any channel.

It enables you to:• Improve your customer experience• Reduce infrastructure costs• Develop and implement a coherent, multi-channel strategy• Respond differently to specifi c customer segments and request types• Reduce call volumes by optimizing self-service channels• Achieve convergence between voice and web

Benefi ts:• Natural Language and Virtual Assistant features that use advanced speech and chat

analytics to route customer requests without a list of options• Smart Call mobile apps that alert customers when to call to avoid wait times• Seamless integration into Salesforce.com CRM, using Salesforce’s Open CTI• High levels of availability, guaranteed by strict service-level agreements• Intuitive interfaces for end users and managers• Implementation within weeks

Capgemini Cloud Assess-ment offers a methodology and a roadmap for Cloud migration to reduce decision risks, promote rapid user adoption and lower TCO of IT investments.

Odigo handles and distri-butes customer contact to the right parties within your organization, supporting your multichannel customer service strategy.

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Connected Service Experience – IoT Solutions for Manufacturing and AutomotiveThe Internet of Things is profoundly changing the nature of the relationship between the manufacturer and the customer. Instead of reacting to customer initiated cases, IoT enables the manufacturer to predict and respond in near-time – before the customer knows there is an issue and experiences dissatisfaction. Companies that use the Connected Service solution from Capgemini can deliver a new level of customer support, because they can anticipate performance issues before they occur and automatically trigger the appropriate interaction from sales, service, and customer care. Capgemini delivers turn-key IoT solutions including data acquisition, aggregation, analytics and actioning to the automotive, manufacturing, energy and transportation sectors.

Benefi ts:• Higher customer satisfaction• Faster response times• More sales opportunities• Lower downtime / higher uptime• Better transparency• Greater accessibility through mobile• More insight• Better product development

Client Assist – In-Store Shopping ExperienceFor retail companies it is a key to success to make in-store shopping experience a part of their all-channel experience strategy. ClientAssist is a retail clienteling solution, that seamlessly connects online and offl ine worlds. It helps store associates upsell and deliver a better and more intimate level of customer service, resulting in increased shopper satisfaction and loyalty.

ClientAssist provides store associates with detailed customer information, such as profi le, preferences, activity and purchase history, wish lists and recommendations, integrates with store inventory to show stock levels, and also includes social media connections to show a consumer´s posts, likes and tweets. This insight makes it possible to deliver a truly one-to-one customer experience.

Benefi ts:• 360-degree view: Recent customer interactions, purchases and preferences are

available at your fi ngertips• Empowerment: Mobile applications, integrated marketing and advanced analytics

enable employees to offer personalized customer service• Community: Customers become brand advocates by connecting to a broader

community online

For customers, this translates to more relevant promotions, personalized recommendations and a seamless online experience.

Read more:www.capgemini.com/consumer-products-retail/clientassist

Capgemini´s Connected Service Experience solution empowers the manufacturer to dispatch a field service technician before a customer knows there´s an issue and order supplies before the customer runs out. This translates into longer uptimes and more sales.

Clienteling is a capability to manage personal customer engagement in a way that drives traffic to your store, provides an exceptional in-store shopping experience and keeps your customers coming back for more.

the way we do itDigital Customer Experience

The information contained in this document is proprietary. ©2014 Capgemini.All rights reserved. Rightshore® is a trademark belonging to Capgemini.

About CapgeminiWith more than 130,000 people in over 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 � t 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.de.capgemini.com

Contact:Prof. Dr. Michael J. Capone+49 40 254491942michael.capone@capgemini.com

Torsten Stanienda+49 30 88703414torsten.stanienda@capgemini.com