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Augmented Service

Research tells us that consumers happily make additional purchases from a company after a positive customer service experience. We all know that consumers have chosen, recommended, or paid for a brand that provides a personalized service or experience.  

Everyone loves great customer service. As a business, you know that service excellence builds brand loyalty and advocacy. As customers, we’ve all had that warm feeling when someone in a call center or physical store gives us an amazing customer experience. And the concept of customer service is nothing new, dating back hundreds of years.  

So, when you consider this longevity and broad recognition of its value, why does customer service repeatedly fail to deliver on customer expectations?
 
With Augmented Service, we can help you create and maximize value for your customers and your brand. e help you redefine your customer service strategy, from a cost center to a proactive and results-oriented function that generates business value. We empower your workforce with augmented tools while supporting your customer service operations, and monitoring and optimizing performance. 

“As brands are redefining their approach towards building and retaining their relationship with their customers, customer service plays a crucial role. Facing enormous operational challenges to ‘do more with less’ and win market share in rapidly changing markets, brands must provide a consistent and engaging customer experience across all channels and business lines.”

Christian Schacht, Global Offer Lead Augmented Service

    The Municipality of Oslo explores chatbots to respond to citizen requests

    By partnering with Capgemini, the Municipality of Oslo develops proof of concept chatbot and RPA to respond to citizen and employee requests

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    Estes Express Lines drives growth with customer service

    In collaboration with Capgemini, Estes Express creates a 360-degree view of the customer in Salesforce to identify new opportunities

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    HMRC rapidly enables financial support for millions of the UK’s self-employed

    In response to the COVID-19 pandemic, HMRC quickly implemented a solution to enable eligible self-employed workers in the UK to claim a grant to mitigate the impact to their income

    Read more

    Aggreko puts customers first with new, fully integrated field service solution

    Capgemini helps to deliver business efficiencies, improved productivity and customer service with Field Service Lightning from Salesforce

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      What we do

      Transform your field service

      We ensure personalized care, service convenience, and quality – and enable your field service reps to resolve issues promptly while delivering effective communication.

      Field service leaders need to manage asset lifecycle, agent skills, contractor management, and much more. They also want to increase the efficiency and speed of their technicians while meeting stringent health and safety standards.

      We help you transform your field service into a profit center and a customer engagement channel. We help you improve performance across your assets and service agents, while delivering a connected service experience. Our end-to-end approach helps you to make the most of new technology opportunities, so your field agents can provide better customer service while you maintain margins – and grow.

      Enhance your next-generation contact center

      Empower your customer contact center to deliver on customer engagement, operational efficiency, and other business outcomes – all at the same time.

      In a competitive world, contact centers need to embody the brand experience while engaging with customers across many channels and contributing to business results. At the same time, they seek operational excellence while making best use of resources.

      We help you develop a next-generation contact center that captures and understands your customers’ feedback and sentiments in real time. It employs qualification and smart routing, workforce optimization, augmented agents, outbound interaction management, and outsourcing management. It also enables you to deliver efficient, accurate, and personalized responses, and gives opportunities to push up and cross-sell.

        Inventive telecoms

        It’s time to switch your business strategy model from traditional products to next generation smart connected products and services. 

        Capgemini Invent
        Learn more

        Inventive shopping

        Focusing on the crucial question, what kind of retailer do your customers need you to be?

        Capgemini Invent
        Learn more

        New business models

        Is it possible to operate a business that meets the needs of people and planet while also making a profit?

        Capgemini Invent
        Read more

        Smart Mobility Connect

        Empowering OEMs to create the mobility ecosystem of the future designed with people at heart.

        Capgemini Invent
        Laern more

        Field Service Lightning Accelerator

        Built on Salesforce Service Cloud, our solution elevates the capabilities of your field-service organization – and address the pain-points.

        Citizen Services Solution with Pega

        Citizens and businesses demand an always-on, relevant and consistent government experience. Our Citizen Services Solution delivers that.

        Find out more

        Digital Customer Interactions

        Drive enhanced engagement and loyalty through delivering a frictionless customer experience.

        See our brochure

          Research and insights

          Point of view

          The new rules of customer service – Enabling a personal, timely, and seamless experience
          Point of view

          Connected customer platforms: End-to-end customer experience transformation to deliver value at speed for businesses and customers
          Report

          COVID-19 and the age of the contactless customer experience: Winning consumer trust in a no-touch world

          Meet our experts

            Partners