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Capgemini Launches New Automotive Insights Laboratory to Help Car Manufacturers Leverage Big Data and Improve Customer Experience

15 Jan 2015

Klas Bendrik, Vice President and Group CIO, Volvo Car Group: “We are close to an automotive revolution where technology in and around our vehicles will drive and enable opportunities which we have only just started to consider. Eventually this has the potential to change the way cars are driven, consumed, owned, designed, manufactured, sold and also paid for. Automotive OEMs will need to stop thinking about selling cars as a moment in time transaction but more as the means of forging a lifelong relationship with the customer. Technology and experience from other industries is at the heart of how customer relationships will evolve and grow. The future product and service solutions from the Automotive sector will need to fulfil much higher expectations and requirements from both customers, authorities and other stakeholders in a faster, global, more sustainable and an ever more connected world.”

Through the virtual lab capabilities, information is collected from multiple sources, including macroeconomic trends, geographic habits and social media, and transformed into practical insights that can inform business strategy, define customer service offerings and identify new business opportunities. In early programs with automotive clients across multiple geographies*, these insights have led to an improvement in consumer profiling and targeting, renewal and loyalty, and enhanced predictions for pricing, demand and warranty claims:

  • Campaign revenue increased through four-fold improved customer targeting 
  • 10% Cost reduction through smaller target group sizes
  • Warranty claims predictions were more than twice as accurate
  • Sales conversion doubled or trebled due to up-sell and cross-sell

“The industry needs to improve its ability to combine intelligence about vehicles and consumers to produce insights that can be actioned. Companies should, for example, be able to predict when a consumer will be looking to change their car, and what sort of car they are likely to buy,” explained Kai Grambow, Global Head of Automotive, Capgemini.  “Companies need to start treating data like the new oil powering this industry. Like oil, data can be difficult to find and extract, but becomes a hugely valuable asset once refined.”

About Capgemini

With more than 140,000 people in over 40 countries, Capgemini is one of the world’s foremost providers of consulting, technology and outsourcing services. The Group reported 2013 global revenues of EUR 10.1 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model.

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* 10 pilots across India, China, Sweden, UK and North America