6. Capgemini Cloud Evolution
2005 - 2009 2009 - 2010 2011 - Future
• First SI to create a • Merlin IAAS data • Leaders in social
dedicated SaaS centre opens – media and Social
Team worlds greenest data CRM
• Major wins with centre • UK Luxury Brand Win
TMG, British Gas & • First central Gov • Gold Sponsors @
Mitie implementation of Dreamforce
• Offshore dev centre SFDC • Significant Cloud /
opened • RMG Win SaaS engagement
• Immediate • Immediate Centre Of
Proposition launched Excellence
in collaboration with
10. New challenges in managing customer experience,
social media and multi-channels
How to
optimize the
digital
customer
experience?
Business Challenges
Remain competitive
Protect brand How to
leverage
Sustain growth social media?
Optimize service costs
Improve profitability
How to
manage
multiple
channels?
in collaboration with
11. Enable digital transformation in response to new
world challenges
Mobile website
SMS
Smartphone
MMS
Social Media
Multiple Touchpoints
New customers New Channels Two-way communication
Digital Landscape Point of sale customization
New Customer Insights and Strategy
Multi-Channel Management:
Shift of Control
Your Customers
Are Your Agents
Brand Crowd sourcing
Integrated Marketing, Sales and Service:
Self Service Immediacy
Customer as Agents
New Behaviors
in collaboration with
12. A structured end-to-end methodology underpins our MSS framework to
deliver digital transformation
Insight Analysis
Sorting the wheat from the chaff Making customer centric informed decisions
Influence Action
Reinforcing presence in the ‘crowd’ Realizing the benefits
in collaboration with
13. So………….
• Customers’ Business Challenges
• … in today’s context ...
• … combined with Capgemini’s Vision
• Which leads us to our Solution: Capgemini Immediate …
• … with Salesforce technology in the core …
• … resulting in massive Business Benefits
in collaboration with
14. Business Challenges
• Align marketing, sales and services processes to prevent working in silos and to
effectively enhance lead generation
• Adapt flexible IT systems to meet dynamic marketing requirements and to become
able to ‘close the loop’ between marketing, sales and services
• Move from „push‟ marketing to „always-on‟ dialogue. Understand customers’ digital
body language, in order to be able to target them effectively
• Gain a 360 degree customer view of all customer activity, to enable relevant up-
sell/cross-sell opportunities and gain leadership in customer satisfaction
• Redesign the digital operations office for speed, flexibility and collaboration
in collaboration with
15. … in today’s context ...
Limited view Customer Ineffective campaigns No integrated customer data
8 out of 10 customers No analytics? That’s nearly a 59% of efforts are
are not reached 90% opportunity loss wasted
Social Media Mobile Emerging Countries
in collaboration with
16. … combined with Capgemini’s Vision …
New Social Customer Organizational Change Flexible IT eco-system
Leaders find new strategies Leaders integrate processes Leaders rent services
in collaboration with
17. Which leads us to our Solution: Capgemini
Immediate …
• Online Business Services Orchestration Platform
• On-demand – managed – service
“ an
Marketing,
integrated
Sales
digital
and
Services solution that provides
• Flexible Partner Eco System, aimed at
Continuous Innovation the ability to keep up with
• Digital Competence Center business demands … using
the same online technologies
being adopted by consumers”
InformationPool
in collaboration with
18. Security Governance
services Business services
services
Front-End services
Orchestration & Integration
services
Enterprise Applications & Data
= domain specific & client-engagement specific
= domain specific & client-engagement ‘agnost’
= domain ‘agnost’ & client-engagement ‘agnost’
= client-engagement specific
in collaboration with
19. Immediate: Plug & play ecosystem of cloud services
Security services layer Governance services layer
Channel services layer
Logging, Auditing & Chat Call IVR Mail Web SMS Apps Doc TV User Support
Reporting
Personalisation & interaction services layer
Personalisation Targeting Social Media Cross platform Service Operation
Secure Communication
Customer services layer
Business Service
Content Management
eCommerce Analytics Data Warehousing
Management
Authentication
IT Service Management
Orchestration & Integration services layer
Business Process
Orchestration Rules Management Search
Authorization Management Financial Services
Master Data Workflow Business Activity
Traffic Management
Management Management Monitoring
Configuration
Logging Auditing Case Management SOA grid Management
SOA Security
Legacy Adapters Extraction, Transformation & Loading Reliable Messaging Supplier Services
System Security
Service Transition
Infrastructure Security
Continuity Management
in collaboration with
19
20. … resulting in massive Business Benefits
Online Business Services On Demand Service
Orchestration Platform
Flexible Partner Eco-system Digital Competence Center
in collaboration with
21. IMMEDIATE & SALESFORCE = A MATCH
Mutually Aligned
• Salesforce provides the technology, Capgemini provides the transformation
IMMEDIATE & SALESFORCE = A MATCH
consulting expertise
• Large Enterprise sale
• Customer focused
• Social Enterprise
Immediate is a Board Room sale
• Capgemini’s Accelerated Solution Environments (ASE’s) gains Board room
acceptance and delivers pragmatic plan to deliver business outcomes
• Supports Salesforce and Capgemini executive outreach program. Mutually
beneficial
• Ultimately transformational projects but can start small supporting initial ACV sales
Capgemini as Prime
• Minimises risk for customer
• Immediate has in built upgradeability
• Large complex deals will raise the visibility of Salesforce
• Plans to extend Salesforce footprint in line with Salesforce product roadmap
in collaboration with
