{"id":664832,"date":"2019-11-18T09:18:00","date_gmt":"2019-11-18T09:18:00","guid":{"rendered":"https:\/\/www.capgemini.com\/fr-fr\/?post_type=press-release&#038;p=664832"},"modified":"2025-03-05T04:04:35","modified_gmt":"2025-03-05T03:04:35","slug":"homeserve-transformation-relation-clients","status":"publish","type":"press-release","link":"https:\/\/www.capgemini.com\/fr-fr\/actualites\/communiques-de-presse\/homeserve-transformation-relation-clients\/","title":{"rendered":"HomeServe choisit Capgemini pour l\u2019accompagner dans la transformation de ses outils \u00e0 destination de la relation clients"},"content":{"rendered":"\t\t<div class=\"wp-block-cg-blocks-hero-press-release\">\n\t\t\t<header class=\"header-hero-press-release\" role=\"main\" id=\"main-content-press-release\">\n\t\t\t\t<div class=\"container\">\n\t\t\t\t\t<div class=\"hero-press-release\">\n\t\t\t\t\t\t<div class=\"hero-press-release-content-wrapper\">\n\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t<div class=\"col-12\">\n\t\t\t\t\t\t\t\t\t<div class=\"header-title\">\n\t\t\t\t\t\t\t\t\t\t<h1>\n\t\t\t\t\t\t\t\t\t\t\tHomeServe choisit Capgemini pour l\u2019accompagner dans la transformation de ses outils \u00e0 destination de la relation clients\t\t\t\t\t\t\t\t\t\t<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"header-description\">\n\t\t\t\t\t\t\t\t\t\t<p><\/p>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"header-date\">\n\t\t\t\t\t\t\t\t\t\t<span>nov. 18, 2019<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"hero-press-release-downloads\">\n\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-12 col-md-6 col-lg-3\">\n\t\t\t\t\t\t\t\t\t\t\t<a class=\"download-item\" type=\"download\" href=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/04\/CP-Capgemini_Gain-de-contrat-Homeserve_vf_18-nov.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Ouvrir dans une nouvelle fen\u00eatre\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-icon\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-details\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-title\">Download press release<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-props\">191 KB  pdf<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/header>\n\t\t<\/div>\n\t\t\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><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\/fr-fr\/actualites\/communiques-de-presse\/homeserve-transformation-relation-clients\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Ouvrir dans une nouvelle fen\u00eatre\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/fr-fr\/actualites\/communiques-de-presse\/homeserve-transformation-relation-clients\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Ouvrir dans une nouvelle fen\u00eatre\"><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\"><h2 class=\"intro-para-title\">Paris, le&amp;nbsp;18 novembre 2019 \u2013 Capgemini a \u00e9t\u00e9 retenu par HomeServe France, filiale fran\u00e7aise du groupe anglais de dimension internationale sp\u00e9cialis\u00e9 dans les services de r\u00e9parations et de travaux de la maison. Ce contrat porte sur la mise en place d\u2019une plateforme offrant pour ses clients et ses partenaires une exp\u00e9rience omnicanale et sans couture. Pour HomeServe, ce projet vise \u00e0 construire une vision 360\u00b0 de ses clients permettant de d\u00e9velopper l\u2019omni-canalit\u00e9 de ses canaux, am\u00e9liorer l\u2019Exp\u00e9rience Client, faciliter le d\u00e9veloppement de nouvelles offres et acc\u00e9l\u00e9rer leur mise \u00e0 disposition sur le march\u00e9 tout en augmentant son efficience et sa productivit\u00e9. Capgemini mettra en \u0153uvre dans ce projet son expertise en conception et impl\u00e9mentation de solutions omnicanales Salesforce.<\/h2><\/div><\/div><\/div><\/div><\/section>\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-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Cr\u00e9\u00e9 il y a 18 ans en France, HomeServe con\u00e7oit des solutions d\u2019assistance dans les domaines de la <a href=\"https:\/\/www.homeserve.fr\/assistance\/plomberie?lien_interne=HomeServe_PageHomeServeFrance\">plomberie<\/a>, de l\u2019<a href=\"https:\/\/www.homeserve.fr\/assistance\/electricite?lien_interne=HomeServe_PageHomeServeFrance\">\u00e9lectricit\u00e9<\/a>, du <a href=\"https:\/\/www.homeserve.fr\/assistance\/gaz?lien_interne=HomeServe_PageHomeServeFrance\">gaz<\/a>, du chauffage, de l\u2019<a href=\"https:\/\/www.homeserve.fr\/assistance\/electromenager?lien_interne=HomeServe_PageHomeServeFrance\">\u00e9lectrom\u00e9nager<\/a> et des objets connect\u00e9s, \u00e0 la fois \u00e0 destination des particuliers et des acteurs r\u00e9f\u00e9rents de l\u2019habitat (\u00e9nergie, banque-assurance\u2026).<\/p>\n<\/blockquote>\n\n\n\n<p>HomeServe a su diversifier au fil des ans son mod\u00e8le \u00e9conomique pour adresser de nouveaux march\u00e9s. Ce faisant, un certain nombre d\u2019applications m\u00e9tier ont \u00e9t\u00e9 impl\u00e9ment\u00e9es afin de satisfaire aux diff\u00e9rents besoins d\u2019optimisation du marketing, de la relation client, de la facturation, la finance etc. En cons\u00e9quence, il est devenu critique pour HomeServe de s\u2019appuyer sur une plateforme qui soit \u00e0 la fois unique et int\u00e9gr\u00e9e permettant de g\u00e9rer la relation ainsi que la connaissance client et prestataire de bout en bout, et \u00e9volutive afin d\u2019acc\u00e9l\u00e9rer la mise en place de nouvelles offres sur le march\u00e9.<em> \u00ab&nbsp;Pour garantir la r\u00e9ussite de ce projet crucial pour la strat\u00e9gie de HomeServe et favoriser l\u2019alignement entre les enjeux du projet et ceux de notre activit\u00e9 nous avons fait le choix de deux d\u00e9cisions strat\u00e9giques :&nbsp;d\u2019une part respecter le standard des solutions Salesforce et accepter de remettre en cause nos processus si n\u00e9cessaire et au b\u00e9n\u00e9fice de nos clients, et d\u2019autre part adopter un cadre agile tout en mettant le client final au c\u0153ur de chaque d\u00e9cision \u00bb, <\/em>pr\u00e9cise Fr\u00e9d\u00e9ric Mai, DSI HomeServe<em>.<\/em><\/p>\n\n\n\n<p>T\u00e9rence GOUDRIAAN, responsable de l\u2019activit\u00e9 Salesforce chez Capgemini&nbsp;en Europe, ajoute : \u00ab&nbsp;<em>Nous sommes tr\u00e8s heureux d\u2019avoir \u00e9t\u00e9 choisis par HomeServe, pionnier des services pour l\u2019assistance de la maison, pour la transformation de ses outils CRM en France. Notre collaboration repose sur une int\u00e9gration totale des \u00e9quipes HomeServe et Capgemini, un mod\u00e8le qui a fait ses preuves, et qui est particuli\u00e8rement efficace dans le cadre d\u2019un projet bas\u00e9e sur l\u2019apport de valeur incr\u00e9mentale<\/em> \u00bb.<\/p>\n\n\n\n<p>Pour Anne-Christelle Vogler, Directeur Clients &amp; Op\u00e9rations chez HomeServe&nbsp;: \u00ab&nbsp;<em>Nous avons d\u2019ores et d\u00e9j\u00e0 b\u00e2tis avec Capgemini une collaboration solide et fond\u00e9e sur l\u2019apport conjoint des expertises de nos \u00e9quipes et de celles de Capgemini avec lesquelles nous fonctionnons en logique \u00ab&nbsp;one-team&nbsp;\u00bb. Nous avons baptis\u00e9 ce projet LEGO en interne, pour la r\u00e9f\u00e9rence \u00e0 l\u2019agile avec le principe de la construction brique par brique et la solidit\u00e9 de son architecture. Ce projet marque pour nous une \u00e9tape cl\u00e9 de notre transformation, tant dans la mise en place d\u2019un nouveau produit que dans une nouvelle mani\u00e8re de travailler pour nos \u00e9quipes<\/em> \u00bb.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-a-propos-de-capgemini\">\u00c0 propos de Capgemini<\/h3>\n\n\n\n<p>Capgemini est un leader mondial du conseil, des services informatiques et de la transformation num\u00e9rique. A la pointe de l\u2019innovation, le Groupe aide ses clients \u00e0 saisir l\u2019ensemble des opportunit\u00e9s que pr\u00e9sentent le cloud, le digital et les plateformes. Fort de 50 ans d\u2019exp\u00e9rience et d\u2019une grande expertise des diff\u00e9rents secteurs d\u2019activit\u00e9, il accompagne les entreprises et organisations dans la r\u00e9alisation de leurs ambitions, de la d\u00e9finition de leur strat\u00e9gie \u00e0 la mise en \u0153uvre de leurs op\u00e9rations. Pour Capgemini, ce sont les hommes et les femmes qui donnent toute sa valeur \u00e0 la technologie. R\u00e9solument multiculturel, le Groupe compte plus de 200 000 collaborateurs pr\u00e9sents dans plus de 40 pays. Il a r\u00e9alis\u00e9 un chiffre d\u2019affaires de 13,2&nbsp;milliards d\u2019euros en 2018. Plus d\u2019informations sur <a href=\"http:\/\/www.capgemini.com\/\">www.capgemini.com<\/a>. <em>People matter, results count<\/em>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-a-propos-de-homeserve\">\u00c0 propos de HomeServe<\/h3>\n\n\n\n<p>Avec pour mission de simplifier les r\u00e9parations et les travaux de la maison, HomeServe est l\u2019une des soci\u00e9t\u00e9s de service leader de son march\u00e9. Partenaire depuis 18 ans en France de la maison d\u2019aujourd\u2019hui et de demain, HomeServe se d\u00e9veloppe sur trois m\u00e9tiers : la conception de contrats d\u2019assistance et d\u2019entretien pour anticiper les pannes et couvrir tous les besoins de la maison, le d\u00e9pannage d\u2019urgence et les petites r\u00e9parations sans engagement, les travaux et projets d\u2019installation. Fort de l\u2019appui d\u2019un r\u00e9seau anim\u00e9 de professionnels qualifi\u00e9s, HomeServe d\u00e9ploie aupr\u00e8s de ses clients des services de qualit\u00e9, rapides et simples dans les domaines de la plomberie, de l\u2019\u00e9lectricit\u00e9, du gaz, du chauffage, de l\u2019\u00e9lectrom\u00e9nager, de la maison connect\u00e9e et des travaux. HomeServe assure chaque ann\u00e9e pour ses clients plus de 189 000 interventions, soit 1 intervention toutes les 3 minutes. HomeServe emploie 550 collaborateurs en France mobilis\u00e9s au quotidien pour la satisfaction de plus d\u20191 million de clients. Fermement engag\u00e9e dans la qualit\u00e9 de sa relation client, HomeServe a \u00e9t\u00e9 \u00e9lu Service Client de l\u2019ann\u00e9e 2020 dans la cat\u00e9gorie \u201cservices \u00e0 l\u2019habitat\u201d pour la 4\u00e8me ann\u00e9e cons\u00e9cutive En 2019, HomeServe a \u00e9galement \u00e9t\u00e9 certifi\u00e9 \u00ab Great Place To Work \u00bb, le plus haut niveau de reconnaissance de la qualit\u00e9 de vie au travail pour une entreprise. HomeServe France est la filiale fran\u00e7aise de la soci\u00e9t\u00e9 britannique du m\u00eame nom, leader mondial des services pour la maison, pr\u00e9sent dans 6 pays et cot\u00e9 en bourse au London Stock Exchange.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<div class=\"wp-block-cg-blocks-cg-block-related-content\"><section class=\"relatedContentBlock\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 class=\"related-content-heading\">Related News<\/h2><\/div><\/div><div class=\"row relatedContent\"><div class=\"col-lg-4 col-md-6 col-xs-12\">\n\t\t\t\t\t\t\t<div class=\"box\">\n\t\t\t\t\t\t\t\t<a aria-label=\"Lire la suite Capital Markets Day 2026\u00a0: Capgemini id\u00e9alement positionn\u00e9 pour capter la pleine valeur de la r\u00e9volution de l\u2019IA agentique\" 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suite<\/a>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div><div class=\"col-lg-4 col-md-6 col-xs-12\">\n\t\t\t\t\t\t\t<div class=\"box\">\n\t\t\t\t\t\t\t\t<a aria-label=\"Lire la suite Assembl\u00e9e G\u00e9n\u00e9rale du 20 mai 2026\" href=\"https:\/\/www.capgemini.com\/fr-fr\/actualites\/communiques-de-presse\/assemblee-generale-du-20-mai-2026\/\" class=\"anchorWrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"box-tag\"><span>Actualit\u00e9s du Groupe<\/span><\/span>\n\t\t\t\t\t\t\t\t\t<div class=\"box-title\"><h3 class=\"box-subtitle\">Assembl\u00e9e G\u00e9n\u00e9rale du 20 mai 2026<\/h3><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"box-date\">\n\t\t\t\t\t\t\t\t\t\t<span>May 20, 2026<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"box-bottom\">\n\t\t\t\t\t\t\t\t\t\t&lt;a class=&quot;link-download&quot; 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