The rapid introduction of new online and mobile channels, and the accompanying change in customer behaviors, warrants a new focus on channel management.

Capgemini Consulting has developed a number of core services that will help you optimize your cross-channel investment while increasing customer value and satisfaction.

Our Expertise and Unique Approach on Cross Channel Marketing

We help you better manage the evolving channel landscape by:

  • Developing and implementing multi-channel strategies that optimize customer experience and reduce cost to serve
  • Creating the optimal channel mix based on an assessment of customer wants and needs, and channel economics
  • Linking the channels that customers use as they move from awareness through purchase and  advocacy
  • Identifying and leveraging new channels of interaction and distribution, including customer-to-customer social networks
  • Enabling seamless customer experiences within and across channels by integrating channel functionality
  • Re-engineering internal organizational structures around the many new types of customer interaction

Our Track Record and Value Delivery on Cross Channel Management

Our experiences in Channel Management span across a wide range of business functions and industries.  Key examples of how we have helped companies better manage their channels include:

  • Transformation of a high-tech manufacturer into a retail player by launching and managing its online webshops
  • Development of a speech recognition capability and workflow for a leading PC and video game retailer
  • Development of a channel strategy focusing on sales, customer service, and delivery for a communications and logistics company
  • Consolidation of local contact centers achieving improved touchpoints between a government and its citizens at lower costs.
  • Design and implementation of a distinctive multichannel service model for a bank’s retail and small business customers