{"id":72,"date":"2020-12-14T11:00:00","date_gmt":"2020-12-14T11:00:00","guid":{"rendered":"https:\/\/www.capgemini.com\/br-pt\/?post_type=client-story&#038;p=72"},"modified":"2025-04-03T01:24:12","modified_gmt":"2025-04-03T01:24:12","slug":"capgemini-acelera-a-transformacao-digital-na-messer-com-a-plataforma-salesforce","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/br-pt\/noticias\/historias-de-clientes\/capgemini-acelera-a-transformacao-digital-na-messer-com-a-plataforma-salesforce\/","title":{"rendered":"Capgemini acelera a transforma\u00e7\u00e3o digital na Messer com a plataforma Salesforce"},"content":{"rendered":"\n<p><\/p>\n\n\n\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2023\/04\/BTPI_cover_Banner_1200X350-01.png?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2023\/04\/BTPI_cover_Banner_1200X350-01.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2023\/04\/BTPI_cover_Banner_1200X350-01.png?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2023\/04\/BTPI_cover_Banner_1200X350-01.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2023\/04\/BTPI_cover_Banner_1200X350-01.png?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2023\/04\/BTPI_cover_Banner_1200X350-01.png?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2023\/04\/BTPI_cover_Banner_1200X350-01.png?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2023\/04\/BTPI_cover_Banner_1200X350-01.png?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2023\/04\/BTPI_cover_Banner_1200X350-01.png\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Hist\u00f3ria de cliente<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Capgemini acelera a transforma\u00e7\u00e3o digital na Messer com a plataforma Salesforce<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/br-pt\/?post_type=client-story&amp;p=72\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Abre em uma nova janela\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/br-pt\/?post_type=client-story&amp;p=72&amp;text=Capgemini%20acelera%20a%20transforma%C3%A7%C3%A3o%20digital%20na%20Messer%20com%20a%20plataforma%20Salesforce\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Abre em uma nova janela\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/br-pt\/?post_type=client-story&amp;p=72&amp;text=Capgemini%20acelera%20a%20transforma%C3%A7%C3%A3o%20digital%20na%20Messer%20com%20a%20plataforma%20Salesforce\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Abre em uma nova janela\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h3 class=\"wp-block-heading\" id=\"h-a-capgemini-brasil-e-a-implementadora-da-plataforma-salesforce-cloud-na-messer-fornecedor-de-gases-industriais-medicinais-e-especiais-com-negocios-em-30-paises-entre-eles-o-brasil-com-a-solucao-da-salesforce-em-constante-evolucao-mas-ja-com-o-status-de-pilar-do-projeto-de-transformacao-digital-da-companhia-atuando-como-um-catalizador-dos-processos-de-negocios-e-na-aceleracao-da-melhoria-da-jornada-de-atendimento-aos-clientes-colecionando-resultados-importantes-como-a-reducao-do-tempo-medio-de-atendimento-a-resolucao-de-questoes-na-primeira-ligacao-e-a-reducao-no-tempo-de-colocacao-de-pedidos-entre-outros\">A Capgemini Brasil \u00e9 a implementadora da plataforma Salesforce Cloud na Messer, fornecedor de gases industriais, medicinais e especiais com neg\u00f3cios em 30 pa\u00edses, entre eles o Brasil. Com a solu\u00e7\u00e3o da Salesforce em constante evolu\u00e7\u00e3o, mas j\u00e1 com o status de pilar do projeto de transforma\u00e7\u00e3o digital da companhia, atuando como um catalizador dos processos de neg\u00f3cios e na acelera\u00e7\u00e3o da melhoria da jornada de atendimento aos clientes. Colecionando resultados importantes como a redu\u00e7\u00e3o do tempo m\u00e9dio de atendimento, a resolu\u00e7\u00e3o de quest\u00f5es na primeira liga\u00e7\u00e3o e a redu\u00e7\u00e3o no tempo de coloca\u00e7\u00e3o de pedidos, entre outros.<\/h3>\n\n\n\n<p>A Messer j\u00e1 possu\u00eda a plataforma da Salesforce, no entanto n\u00e3o explorava o potencial da solu\u00e7\u00e3o. O objetivo tra\u00e7ado pela dire\u00e7\u00e3o da empresa, por meio de um processo de melhoria cont\u00ednua alinhado a valores como foco no cliente e transforma\u00e7\u00e3o digital, &nbsp;foi alinhar a plataforma com sua intelig\u00eancia de neg\u00f3cios para uma melhoria na performance de vendas e no atendimento por meio dos canais de vendas, bem como integrar todas as \u00e1reas, fazendo com que a troca de informa\u00e7\u00f5es se tornasse mais din\u00e2mica e completa.<\/p>\n\n\n\n<p><em>\u201cPassamos por um processo de transforma\u00e7\u00e3o. H\u00e1 5 anos focamos inicialmente nas oportunidades de redu\u00e7\u00e3o de custos e assumimos um novo desafio no in\u00edcio&nbsp;de 2019. Os resultados eram bons e consolidados, mas assumimos o compromisso de fazer diferente e melhor, de avan\u00e7ar, e para isto era necess\u00e1rio&nbsp;remodelar os processos de neg\u00f3cios. Optamos ent\u00e3o pela amplia\u00e7\u00e3o do uso de Salesforce com a contrata\u00e7\u00e3o da Capgemini como parceira de implementa\u00e7\u00e3o\u201d, apontou Bernardo&nbsp;Costa,&nbsp;Head de Sales Operations &amp; Customer Experience na Messer Brasil. Com a primeira fase do projeto conclu\u00edda em janeiro deste ano.<\/em><\/p>\n\n\n\n<p>Essa mudan\u00e7a era necess\u00e1ria pela multiplicidade de sistemas e formatos de informa\u00e7\u00f5es que a for\u00e7a de vendas da companhia precisava administrar e pela falta de integra\u00e7\u00e3o entre elas.&nbsp;Com a Salesforce e a implementa\u00e7\u00e3o e os servi\u00e7os de consultoria da Capgemini, a ideia era quebrar os silos dos sistemas, colocar todos os dados e informa\u00e7\u00f5es na mesma nuvem e eliminar processos manuais.&nbsp;<em>\u201cAtuamos como consultoria de neg\u00f3cios, e atendemos a proposta de maior gera\u00e7\u00e3o de valor para a Messer, seus clientes e acionistas, com a garantia de maior produtividade e uma vis\u00e3o mais completa do neg\u00f3cio a partir do uso de Salesforce, e com reflexos importantes na melhoria do atendimento aos clientes da companhia\u201d<\/em>, garante Marcelo Fischer, Diretor de Alian\u00e7a Salesforce na Capgemini.<\/p>\n\n\n\n<p><strong>Um \u201ccanh\u00e3o\u201d de possibilidades<\/strong><\/p>\n\n\n\n<p>Na ponta, no call-center, por exemplo, era necess\u00e1ria uma vis\u00e3o 360o com um CRM automatizado, algo poss\u00edvel com a Salesforce. Afinal, as etapas da jornada do cliente, do lead a negocia\u00e7\u00e3o, passando pela entrega, status de entrega e mesmo o p\u00f3s-vendas eram a\u00e7\u00f5es isoladas e tratadas de forma separada. Algo que agora \u00e9 integrado e trabalhado de forma multidisciplinar com a plataforma da Salesforce.&nbsp;Unificando processos como, por exemplo, a&nbsp;precifica\u00e7\u00e3o da oferta dos gases complexos para vendedores e canais do call-center.<\/p>\n\n\n\n<p>E isso se reflete em resultados pr\u00e1ticos. A coloca\u00e7\u00e3o de pedidos, por exemplo, que antes levava de sete a oito minutos agora \u00e9 realizada em um minuto com a total digitaliza\u00e7\u00e3o das informa\u00e7\u00f5es e aloca\u00e7\u00e3o imediata do pedido at\u00e9 mesmo no ERP da SAP. Outro \u00edndice importante: a multiplicidade de solicita\u00e7\u00f5es de registro de atendimento foi significantemente reduzida com a nova plataforma.<\/p>\n\n\n\n<p><em>\u201cCom a Capgemini passamos a conhecer todas as op\u00e7\u00f5es de utiliza\u00e7\u00e3o da plataforma e entender melhor o seu potencial, e estamos em evolu\u00e7\u00e3o dos resultados e na utiliza\u00e7\u00e3o da plataforma\u201d<\/em>, explica Costa. Ele revela que o foco na sinergia da plataforma trouxe outros ganhos como a elimina\u00e7\u00e3o das ferramentas antigas, maior redu\u00e7\u00e3o de custos \u2013 como na opera\u00e7\u00e3o do call-center a partir da digitaliza\u00e7\u00e3o da opera\u00e7\u00e3o -, maior reten\u00e7\u00e3o do cliente, maior e melhor an\u00e1lise dos dados coletados, compliance dos processos e um benchmark mais assertivo.<\/p>\n\n\n\n<p>O pr\u00f3ximo passo \u00e9 disponibilizar para os clientes a possibilidade de fazer seu pedido diretamente no e-commerce da companhia que est\u00e1 sendo criado com a implementa\u00e7\u00e3o do portal de vendas B2B pela Capgemini, previsto para entrar em opera\u00e7\u00e3o em novembro deste ano. Algo, claro, motivado pela pandemia, mas que tamb\u00e9m atende ao processo de digitaliza\u00e7\u00e3o da empresa, e que pretende enriquecer ainda mais o processo de intera\u00e7\u00e3o da companhia com seus clientes.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-isso-e-capgemini-e-queremos-te-apoiar-na-construcao-do-futuro-dos-seus-negocios\"><strong>Isso \u00e9 Capgemini, e queremos te apoiar na constru\u00e7\u00e3o do futuro dos seus neg\u00f3cios!<\/strong><\/h2>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":563,"featured_media":74,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"d4b481bd-0781-4e51-9be1-3e880c957d56\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","client_logo_id":0,"client_logo_url":"","primary_term":"","featured_focal_points":""},"tags":[],"brand":[],"service":[],"industry":[],"partners":[],"country":[],"content-group":[],"class_list":["post-72","client-story","type-client-story","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Capgemini acelera transforma\u00e7\u00e3o digital na Messer com Salesforce<\/title>\n<meta name=\"description\" content=\"A Capgemini Brasil \u00e9 a implementadora da plataforma Salesforce Cloud na Messer, l\u00edder da ind\u00fastria, que possui neg\u00f3cios em 30 pa\u00edses. 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