Capgemini launches an 'all-in-one solution' for clients seeking social media solutions and software
Earlier this year, Paul Cole, Vice President for BPO Customer Operations at Capgemini, was in a cross-functional executive meeting with one of the firm's major clients. The topic was social media and how this client could gain a competitive edge by taking advantage of online social interactions.
"There was so much tension in the room. Different departments wanted to buy different tools because they are each part of the customer experience, and everyone was accusing the other of overstepping their boundaries or not doing their jobs effectively," Cole says. "We said 'time out.' You can all be users of this [technology] and get what you want out of the process, but still benefit from economies of scale with a single platform."
And that was the idea behind the launch of Capgemini's Social Media Management service, which is designed to deliver business value to clients through social media. To make it happen, the firm partnered with Attensity, which offers comprehensive monitoring, analysis and customer response capability to drive action and engagement from social insights.
The service is part of a wider drive from the firm into the social media space and complements Capgemini Consulting's social media solution called 'Social Insight into Action.' For this new endeavor, Capgemini created a "customizable all-in-one, subscription-based solution" to offer real-time web listening, analysis and customer outreach, Cole says.
And, depending on client need, he says, social media conversations can be acted on in real time through Capgemini's onshore and offshore Customer Interaction centers. The feedback can then be used directly to modify processes, optimize marketing campaigns and improve the overall customer experience; ultimately leading to accelerated growth and increased ROI.
Over the last ten months, Capgemini has already delivered pilots and early stage programs of Social Media Management with 20 customers, including Jack Daniels Tennessee Honey, a major gift card supplier and a global furniture retailer.
"There aren't a whole lot of case studies out there yet and the ROI on this is still a big question, Cole says. "They want to see the improved profitability or the enhanced revenue stream, and
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