Customer Care & Intelligence

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Rethinking customer care from the outside in

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Read moreSun shines on Capgemini Service Center

Capgemini’s centralized, multi-lingual service desk helps SUN meet very aggressive expansion targets

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Read moreCapgemini Customer Care & Intelligence

Capgemini looks outside the contact center and focuses on business value.

 

Rapidly growing customer contact volumes, ever changing query and help requests, and multiple customer touchpoints make the customer care environment more complex than ever before. No longer is a focus on operational costs alone enough – the customer and the business must come first. To meet these new demands, Capgemini takes a new approach to customer care with our enhanced Customer Care & Intelligence services, a part of Capgemini’s BPO with Business Insight portfolio.

Business Insight Driven Customer Care

Capgemini is rethinking customer care from the outside in and bringing a different perspective to it. We’re taking a business- and intelligence-driven approach by using analytics and business intelligence to focus our solutions on the most complex specialty queues. All of the data and records of customer transactions at this higher level provide the key to unlock the greatest potential for business improvement. Through analyzing customer interaction and behaviors, payment and billing records, and operational metrics – and drawing upon Capgemini’s deep domain experience – we provide Business Insight that lights the way to the root cause of your recurring customer care challenges and apply them to the remaining call volumes.

Top-Line and Bottom-Line Benefits

Our Customer Care & Intelligence (CC&I) solutions help you achieve operational excellence while meeting customer-focused business objectives:

  • Increased customer satisfaction and loyalty
  • Increased revenue and sales closure
  • Reduced overall operating costs
  • Increased first contact resolution
  • Reduced transaction handling times
  • Improved analytics and data accuracy
  • Closed loop feedback into product and service improvement
  • Compliance
  • Technical stability
  • Technology future proofing

We can also overcome other top-line revenue issues with marketing solutions for CC&I, such as developing and implementing sales operation models, sales dashboards and compensation strategies. Capgemini Customer Care & Intelligence services are delivered by experienced BPO practitioners with deep industry domain knowledge in each market sector.

 

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