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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

    HEMA creates exceptional simplicity for customer service

    HEMA wanted to offer a distinctive customer experience by becoming more customer-centric and focusing on loyalty. Working with Capgemini, HEMA implemented the Salesforce Service Cloud and Social Studio, which enabled customer service agents to gain a comprehensive, 360-degree view of shoppers

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    Co-creating a high-class customer experience for Hunkemöller

    Hunkemöller, one of the largest high-street lingerie brands in the Benelux and Germany, implements a system that consolidates all customer service agent activities into a single tool, seamlessly integrating the landscape

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    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 and new opportunities

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

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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.

        A new era of customer experience with Generative AI

        Empower the next level of CX engagement

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        Augmented service for energy and utilities

        Does your organization still see customer service as a cost center? Well, it’s now time to revolutionize your customer service function

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        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.

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        Digital Customer Interactions

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

        See our brochure

          Meet our experts

          Christian Schacht

          Vice President, Global Offer Lead Augmented Service; Head of Digital and ERP Financial Services
          “I have over 18 years of experience for strategy, concept, design and execution, delivering innovative Digital Transformation solutions for multiple industries. I help clients connect with customers, partners and employees and create great experiences across digital and traditional channels.”

          Darshan Shankavaram

          Executive Vice President, Digital Customer Experience Global Practice Leader
          I have close to 30 years of domain experience, with more than ten years within Digital and Mobile. I have led product concept-to-sell, business development, pre-sales, solutioning and technical implementation of CX transformation programs.

          Fernand Khousakoun

          Vice President, Digital Customer Experience Content & Marketing COE Leader
          Fernand has 24 years of experience working with customers to improve the Customer experience.

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