{"id":8638,"date":"2022-07-26T13:54:06","date_gmt":"2022-07-26T11:54:06","guid":{"rendered":"https:\/\/testing.capgemini.com\/?post_type=client-story&#038;p=773693"},"modified":"2025-04-04T03:53:18","modified_gmt":"2025-04-04T03:53:18","slug":"hema-creates-exceptional-simplicity-for-customer-service","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/mx-es\/news\/client-stories\/hema-creates-exceptional-simplicity-for-customer-service\/","title":{"rendered":"Hema crea una simplicidad excepcional para el servicio al cliente"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2022\/07\/Capgemini_Client-Stories_HEMA.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2022\/07\/Capgemini_Client-Stories_HEMA.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2022\/07\/Capgemini_Client-Stories_HEMA.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2022\/07\/Capgemini_Client-Stories_HEMA.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2022\/07\/Capgemini_Client-Stories_HEMA.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2022\/07\/Capgemini_Client-Stories_HEMA.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2022\/07\/Capgemini_Client-Stories_HEMA.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2022\/07\/Capgemini_Client-Stories_HEMA.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2022\/07\/Capgemini_Client-Stories_HEMA.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:55.00000000000001% 16%\" 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\">Client story<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Hema crea una simplicidad excepcional para el servicio al cliente<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/07\/2022-06-08_HEMA_client_story_V3.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><span>Descargar estudio de caso<\/span><span class=\"type\">1 MB  pdf<\/span><\/a><\/div><\/div><\/div><div class=\"infoWrapper \"><div class=\"row\"><div class=\"col-md-4\"><span class=\"fieldName\">Client: HEMA<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Region: The Netherlands<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Industry: Retail<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\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\/mx-es\/news\/client-stories\/hema-creates-exceptional-simplicity-for-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><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\/mx-es\/news\/client-stories\/hema-creates-exceptional-simplicity-for-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><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\">HEMA elige a Capgemini para elevar su experiencia de cliente al siguiente nivel con Salesforce Service Cloud y Social Studio<br><\/h2><p class=\"intro-para-content\"><strong>Reto para el cliente<\/strong>: HEMA quer\u00eda ofrecer a sus clientes una experiencia \u00fanica centr\u00e1ndose m\u00e1s en ellos y en su fidelidad.<br><br><strong>Soluci\u00f3n<\/strong>: En colaboraci\u00f3n con Capgemini, HEMA implement\u00f3 Salesforce Service Cloud y Social Studio, que permitieron a los agentes de atenci\u00f3n al cliente obtener una visi\u00f3n completa de 360 grados de los compradores.<br><br><strong>Beneficios:<\/strong><br>&#8211; Mejora de la experiencia del cliente<br>&#8211; Se ha dotado a los agentes de atenci\u00f3n al cliente de nuevas herramientas y conocimientos sobre &#8211; las expectativas de los clientes.<br>&#8211; Mejora de la experiencia de los empleados<br>&#8211; Reducci\u00f3n del trabajo manual<\/p><\/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<p>En un sector con una competencia tan intensa como el minorista, la experiencia del cliente representa un factor de diferenciaci\u00f3n masivo que puede hacer que la gente elija una marca en lugar de otra. HEMA, una conocida empresa minorista neerlandesa que gestiona cerca de 750 tiendas y vende m\u00e1s de 32.000 productos y servicios de marca propia, centrada en los mercados del Benelux y Francia, quer\u00eda mejorar la atenci\u00f3n que presta a sus clientes. Para apoyar su visi\u00f3n de crear una vida cotidiana mejor en un mundo m\u00e1s bello, la empresa imagin\u00f3 un futuro m\u00e1s centrado en el cliente y m\u00e1s centrado en fomentar la fidelidad.<\/p>\n\n\n\n<p>As part of this vision, HEMA launched an initiative to provide a top-notch omnichannel experience to its customers. By doing so, the company intended to become easier to connect with, lower the length of response times, and generate more cross-sales opportunities. This meant providing more accurate solutions to customer queries and empowering customer service representatives to provide expert advice on the company\u2019s products.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-servicio-de-atencion-al-cliente-basado-en-salesforce\">Servicio de atenci\u00f3n al cliente basado en Salesforce<\/h2>\n\n\n\n<p>Para lograr todo esto, HEMA seleccion\u00f3 a Capgemini como socio de implantaci\u00f3n de la soluci\u00f3n. Juntas, las organizaciones iniciaron una revisi\u00f3n exhaustiva de los retos y los resultados esperados para garantizar que compart\u00edan un entendimiento mutuo del proyecto. Esto llev\u00f3 a HEMA y Capgemini a seleccionar Salesforce Service Cloud y Social Studio como la soluci\u00f3n que mejor se adaptaba a la situaci\u00f3n.<\/p>\n\n\n\n<p>Como un \u00fanico equipo de colaboraci\u00f3n, los socios emplearon la metodolog\u00eda de proyectos Agile para garantizar un despliegue r\u00e1pido y satisfactorio de la soluci\u00f3n basada en Salesforce que se ajustaba a los objetivos originales del proyecto. Un equipo combinado de expertos recurri\u00f3 a una amplia gama de conocimientos, al tiempo que garantizaba la cooperaci\u00f3n constante entre HEMA y Capgemini para sustituir o integrar un gran conjunto de tecnolog\u00edas diferentes en un plazo de cinco meses. Siempre que fue posible, los socios utilizaron soluciones listas para usar, as\u00ed como las mejores pr\u00e1cticas de Salesforce Service Cloud para crear una plataforma sostenible y preparada para el futuro.<\/p>\n\n\n\n<p>El equipo del proyecto sigui\u00f3 un desarrollo paralelo de una nueva arquitectura basada en eventos, que integraba objetos de datos de pedidos, clientes y productos con Salesforce mediante eventos de plataforma. De este modo, HEMA y Capgemini habilitaron una variedad de otros proyectos clave, que han dado como resultado la implementaci\u00f3n de m\u00e1s de 600 historias de usuario, as\u00ed como la formaci\u00f3n de m\u00e1s de 150 agentes de atenci\u00f3n al cliente. Adem\u00e1s, el equipo particip\u00f3 en el redise\u00f1o de los procesos internos, lo que dio lugar a una nueva forma de trabajar y de agilizar las operaciones en HEMA.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-hema-y-capgemini-co-creacion\">HEMA y Capgemini: co-creaci\u00f3n<\/h2>\n\n\n\n<p>Con Salesforce Service Cloud, los empleados de HEMA tienen ahora una visi\u00f3n unificada de sus clientes a trav\u00e9s de an\u00e1lisis y herramientas de telefon\u00eda integradas, lo que garantiza que todo el equipo de atenci\u00f3n al cliente disponga de la informaci\u00f3n correcta y los conocimientos necesarios para proporcionar una asistencia superior. Esto, a su vez, permite a la empresa diferenciarse de la competencia garantizando que los compradores tengan una experiencia atractiva y distintiva.<\/p>\n\n\n\n<p>Gracias a este conocimiento m\u00e1s profundo de las necesidades e intereses de los compradores y a la mayor capacidad de respuesta de los agentes de HEMA, la empresa ha experimentado una notable mejora de la satisfacci\u00f3n del cliente, medida por las puntuaciones CSAT, CES y NPS. Este nuevo enfoque tambi\u00e9n ha abierto la puerta a nuevas oportunidades de venta cruzada y venta adicional, mientras que la automatizaci\u00f3n espec\u00edfica reduce la necesidad de trabajo manual. A medida que ha mejorado la experiencia del cliente, tambi\u00e9n lo ha hecho la de los empleados, lo que ayuda a HEMA a mantener y ampliar su talentosa plantilla de agentes.<\/p>\n\n\n\n<p>En un sector saturado, es esencial que las empresas encuentren formas de diferenciarse del resto. A trav\u00e9s de su soluci\u00f3n basada en Salesforce, HEMA lo ha conseguido al tiempo que se prepara para el futuro.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>HEMA wanted to offer a distinctive customer experience by becoming more customer-centric and focusing on loyalty. Working with Capgemini, HEMA implemented the Salesforce Service Cloud and Social Studio, which enabled customer service agents to gain a comprehensive, 360-degree view of shoppers<\/p>\n","protected":false},"author":35,"featured_media":8639,"template":"","meta":{"cg_dt_proposed_to":[9,25],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"363787dd-3f33-46ff-b3ba-75ff66dda904\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":false,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":true,"footnotes":"","client_logo_id":0,"client_logo_url":"","primary_term":"","featured_focal_points":"{\"x\":\"0.66\",\"y\":\"0.27\"}"},"tags":[225],"brand":[],"service":[197,100],"industry":[122],"partners":[95],"country":[251],"content-group":[],"class_list":["post-8638","client-story","type-client-story","status-publish","has-post-thumbnail","hentry","tag-client-story","service-cloud","service-customer-experience","industry-retail","partners-salesforce","country-netherlands"],"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>Hema crea una simplicidad excepcional para el servicio al cliente | Capgemini<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/mx-es\/news\/client-stories\/hema-creates-exceptional-simplicity-for-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"es_MX\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Hema crea una simplicidad excepcional para el servicio al cliente\" \/>\n<meta property=\"og:description\" content=\"HEMA wanted to offer a distinctive customer experience by becoming more customer-centric and focusing on loyalty. 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