Coresec embraces an era of

optimized customer experience

with legacy modernization

Capgemini enables the European cybersecurity leader to remain “one step ahead” in providing world-class service

Keeping the world of information technology safe and secure Coresec was established in 2003 and is a market leader delivering cyber security and networking solutions. Coresec is currently represented in Sweden, Norway, Netherlands and Denmark, with offices in Malmö (HQ), Stockholm, Gothenburg, Oslo, Amsterdam, Copenhagen and Aarhus. With more than 250 employees, 24×7 manned Network & Security Operations Centers, and an estimated turnover of €60M in 2015.

OverviewCustomer Name: Coresec

Industry: Cybersecurity and Networking

Location: Sweden and Denmark

Client Challenges/Business Need: Outdated, legacy technologies posed security risks while the absence of synchronisation between Sales and Service processes faced a risk of resulting in decreased efficiency within Coresec’s operations

Solution-at-a-glance: Service Cloud implementation as the turnkey replacement solution for Coresec’s Service Desk and related processes

Results (Benefits): • Reduced process duration and

critical resource availability

• Improved visibility into key business parameters

• Customer process enhancement

• Higher management efficiency

in collaboration with

““The core benefit of this Salesforce implementation has been the enhancement of the customer experience. Our customers now experience accelerated response times and optimized touchpoints among many other new features.”

Anders StenwallVP Business Development & Marketing, Coresec Systems

In the words of Johan Andersson, CEO of Coresec, “Our ambition is to build Coresec into a clear market leader in Europe, to massively increase the size of the company and to be present in key European countries in the coming years. We firmly believe that further specialization, international scope, and taking an active part in the ongoing consolidation of the sector in Europe will be good for our customers, our partners and our employees.”

Maintaining a strong foothold Due to its ambitious expansion, Coresec found itself burdened with a number of legacy and self-developed IT systems. Also, expansion in size, location and services had created disparity between existing systems and processes. While Coresec’s sales process was set up on Salesforce, its service process worked through a legacy system. The lack of synchronisation between the sales and service processes added another layer of challenge for Coresec because a significant amount of its data was spread across multiple systems and worksheets.

Understanding the risks associated with outdated systems, Coresec recognized that to continue improving its processes and to remain a leader in the industry, it had to replace its legacy and homegrown solutions and consolidate any remaining platforms and data.

Coresec sought a provider who could migrate all its inventory information and contracts to a Salesforce-based solution and help improve its customer service process. It expected the provider to dispense world-class insight on Coresec’s processes and customer data. Finding a partner who could advise and help provide holistic execution for all customer service and sales processes was the deciding factor.

Coresec’s transformation journey Coresec saw Capgemini as a partner who was able to listen and gauge what was critical to its business. Furthermore, Capgemini had the knowledge and experience to help Coresec on this transformation journey around CRM and Customer Service. Coresec approved of Salesforce’s best of breed technology and proven ability to work in collaboration with Capgemini’s domain knowledge, SFDC skills, and structured approach to transformation project delivery.

The Capgemini team implemented Service Cloud as the turnkey replacement solution for Coresec’s Service Desk and related processes. The set-up of the project and the mode of engagement with Coresec were highly agile and flexible.

Results Count: Translating efforts into exceptional customer experience

• Improvedvisibility:The project implementation armed Coresec with greater visibility into its key business parameters including SLAs.

• Multi-channelexperience:The implementation has allowed Coresec to start diversifying toward a multi-channel approach using mail, phone, online communities and planning for a stage two with live chat for interaction with customers.

• Customercommunities: The use of Communities is in pilot phase and Coresec is looking into using it to boost Service and Collaboration with its Clients.

The Collaborative Approach:The Collaborative Business Experience™ is central to the Capgemini philosophy and a pillar of our service delivery.

This project is a perfect example of how Capgemini worked closely with its partner, Coresec to successfully implement process-enhancement activities. The key areas of collaboration included:

• Decisions on the scope of solution

• Determination of the aspects of Coresec’s processes to be integrated with the Salesforce solution

• The manner of adoption and operation of new processes at Coresec

About Capgemini With more than 180,000 people in over 40 countries, Capgemini is a global leader in consulting, technology and outsourcing services. The Group reported 2015 global revenues of EUR 11.9 billion. Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. 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 atwww.capgemini.com

About Coresec Coresec is a market leading provider of cyber security and networking solutions. With a carefully selected portfolio of innovative services and products, Coresec protects its customers’ information and communication.Our high level of competence, curiosity and long experience are all cornerstones contributing to constantly renewed confidence from customers to help develop their cyber security. Since 2003, our strategy and driving force have been to have the best employees paired with a solid understanding of our customers’ business and technology landscape, to ensure that we deliver functionality and solutions that safely enable our customers to be mobile, available and flexible.Coresec is currently represented in Sweden, Norway, Denmark and the Netherlands, with offices in Malmö (HQ), Stockholm, Gothenburg, Oslo, Copenhagen, Aarhus and Amsterdam. The Coresec group has app. 250 employees and a turnover (2015) of 820 MSEK.

Learn more about client at:www.coresecsystems.com

For more information on this project, please contact:success.story@capgemini.com

©2016 Capgemini. No part of this document may be modified, deleted or expanded by any process or means without prior written permission from Capgemini. Rightshore® is a trademark belonging to Capgemini.

the way we do itCybersecurity and Networking

• Highermanagementefficiency: After the project implementation, Coresec now witnesses quicker case resolution, increased ability to track and measure KPIs, and better invoice management.

• Reducedprocessdurationandimprovedcriticalresourceavailability: The project implementation freed the equivalent of three full-time resources and the time taken to perform the inventory was reduced by 30% per case handled.

• Customerprocessenhancement:By migrating all inventory information and contracts to Salesforce, Coresec was able to boost its customer service process and elevate the customer experience. Furthermore, Coresec gained better insight into its customers, which augmented all aspects of the customer process. This helped Coresec provide faster and better service.