{"id":560411,"date":"2021-06-02T04:49:00","date_gmt":"2021-06-02T04:49:00","guid":{"rendered":"https:\/\/www.capgemini.com\/us-en\/?post_type=client-story&#038;p=560411"},"modified":"2025-03-05T05:27:34","modified_gmt":"2025-03-05T10:27:34","slug":"scoring-a-better-customer-experience","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/us-en\/news\/client-stories\/scoring-a-better-customer-experience\/","title":{"rendered":"Scoring a better customer experience"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/4103_AWS-golfCS-web-banner-shape-e1622200509961.png?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/4103_AWS-golfCS-web-banner-shape-e1622200509961.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/4103_AWS-golfCS-web-banner-shape-e1622200509961.png?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/4103_AWS-golfCS-web-banner-shape-e1622200509961.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/4103_AWS-golfCS-web-banner-shape-e1622200509961.png?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/4103_AWS-golfCS-web-banner-shape-e1622200509961.png?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/4103_AWS-golfCS-web-banner-shape-e1622200509961.png?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/4103_AWS-golfCS-web-banner-shape-e1622200509961.png?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/4103_AWS-golfCS-web-banner-shape-e1622200509961.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\">Client Stories<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Scoring a better customer experience<\/h1><\/div><h2 class=\"reasearchInsightTitle\">Amazon Connect delivers a seamless booking system to get golfers tee times<\/h2><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\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/Scoring-a-better-customer-experience.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Scoring-a-better-customer-experience.pdf<\/span><span class=\"type\">1 MB  pdf<\/span><\/a><\/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\/us-en\/news\/client-stories\/scoring-a-better-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><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\/us-en\/news\/client-stories\/scoring-a-better-customer-experience\/&amp;text=Scoring a better customer experience\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><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\/us-en\/news\/client-stories\/scoring-a-better-customer-experience\/&amp;text=Scoring a better customer experience\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><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\"><strong>Industry:<\/strong> Sports and entertainment<br><strong>Location:<\/strong> North America<br><strong>Tech and services:<\/strong> Amazon Connect<\/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<h3 class=\"wp-block-heading\" id=\"h-challenge\">Challenge<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Millions of registered users had to navigate a confusing Interactive Voice Response (IVR) system to book tee times at golf courses around the world<\/li>\n\n\n\n<li>Existing system did not provide a seamless and consistent customer experience<\/li>\n\n\n\n<li>Client also faced limitations with static, per-seat licensing model as well as challenges with the annual review cycle<\/li>\n\n\n\n<li>Requested an omnichannel solution that delivered a consistent, integrated experience with the potential to implement chat and text functionality<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-solution\">Solution<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Leveraging our Amazon Connect experience, Capgemini architected an overall solution and implementation blueprint<\/li>\n\n\n\n<li>Integrated with the client\u2019s existing Salesforce system, including the customization configuration of three Amazon Connect LEX bots<\/li>\n\n\n\n<li>All metrics were exported to a custom Salesforce object after each call, and dynamic emergency after-hours calls were routed based on a calendar<\/li>\n\n\n\n<li>Built-in Amazon Connect functionality and call flows including directory look-up by number within each flow<\/li>\n\n\n\n<li>Using Agile delivery, the implementation was completed in sprints for design, build, integration, testing, and UAT<\/li>\n\n\n\n<li>Implemented chat functionality, and ad-hoc voicemail was limited to emails containing both a transcript and audio attachment<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-result\">Result<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Improved customer service with a centralized, cloud-based IVR system<\/li>\n\n\n\n<li>The ability to handle three different categories of customer support \u2013 B2C, B2B, and an answering service for golf courses<\/li>\n\n\n\n<li>Shifted to an operating expense model, taking advantage of pay-as-you-go pricing<\/li>\n\n\n\n<li>Can add capacity as needed to support peak times without having to procure additional hardware or software upgrades<\/li>\n\n\n\n<li>Additional functionality can be added with minimal downtime, and the need for capital investment is eliminated<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.capgemini.com\/us-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/\">Learn more about our Amazon Connect experience.<\/a><\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-contact-us\">Contact Us<\/h3>\n\n\n\t\t<div class=\"mf_forms__container \">\n\t\t\t\t\t\t\t\t<form id=\"mf_form_491528_3894665847\" class=\"mf_form__form row needs-validation\" action=\"\" method=\"post\" enctype=\"multipart\/form-data\" data-nosnippet>\n\n\t\t\t\t<div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_447347_4096_245809651\" name=\"_mf_447347_4096\" placeholder=\"First Name\" required \/><label for=\"_mf_447347_4096_245809651\" class=\"form-label\">First Name <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\" role=\"alert\">First Name is not valid.<\/div><\/div><div class=\"mf-field-wrapper form-floating 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class=\"form-label\">Email <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\" role=\"alert\">Email is not valid.<\/div><\/div><div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_491528_3794_2954169919\" name=\"_mf_491528_3794\" placeholder=\"Job Title\" required \/><label for=\"_mf_491528_3794_2954169919\" class=\"form-label\">Job Title <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\" role=\"alert\">Job Title is not valid.<\/div><\/div><div class=\"mf-field-wrapper  col-sm-12\">\n\t\t<div class=\"form-check checkbox-controls\">\n\n\t\t\t<input type=\"checkbox\" id=\"_mf_447347_7122_1688828582\" class=\"form-check-input\"\n\t\t\t\tname=\"_mf_447347_7122[]\"\n\t\t\t\tvalue=\"1\"\n\t\t\t\trequired\n\t\t\t>\n\n\t\t\t<label for=\"_mf_447347_7122_1688828582\" class=\"form-check-label consent-text\">\n\t\t\t\tI agree to Capgemini collecting &amp; processing my personal data to allow me to receive information on Capgemini services. For further information, please see our<a href=\"https:\/\/www.capgemini.com\/us-en\/privacy-policy\/\"> Privacy Notice<\/a>. &nbsp;\t\t\t<\/label>\n\n\t\t<\/div>\n\t\t<\/div>\t\t\t<div class=\"mf_field mf_field--hidden \">\n\t\t\t\t<label for=\"_mf_491528_6165_3656345577\">Page title\t\t\t\t\t<\/label>\n\t\t\t\t<input type=\"hidden\" id=\"_mf_491528_6165_3656345577\" class=\"mf_field__input empty\" name=\"_mf_491528_6165\" data-validate=\"text\" value=\"Scoring a better customer experience\"  \/>\n\t\t\t<\/div>\n\t\t\t\t\t<div class=\"mf_field mf_field--hidden \">\n\t\t\t\t<label for=\"_mf_491528_8696_272749947\">Page URL\t\t\t\t\t<\/label>\n\t\t\t\t<input\n\t\t\t\t\ttype=\"hidden\"\n\t\t\t\t\tid=\"_mf_491528_8696_272749947\"\n\t\t\t\t\tclass=\"mf_field__input empty\"\n\t\t\t\t\tname=\"_mf_491528_8696\"\n\t\t\t\t\tdata-validate=\"text\"\n\t\t\t\t\tvalue=\"https:\/\/www.capgemini.com\/us-en\/news\/client-stories\/scoring-a-better-customer-experience\/\"\n\t\t\t\t\t\t\t\t\t\/>\n\t\t\t<\/div>\n\t\t\t\t\t<script type=\"text\/javascript\">\n\t\t\tvar utmSourceInputId = \"_mf_491528_8841_3171851757\";\n\t\t\twindow.MF = window.MF || {}; 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When you reach 100 percent, the form is submitted.\t\t\t\t\t<\/span>\n\t\t\t\t\t<!-- Mobile-only submit button fallback -->\n\t\t\t\t\t<button type=\"submit\" class=\"mf-mobile-submit-btn\" disabled>\n\t\t\t\t\t\t<span class=\"sr-only\">If you use a screen reader or VoiceOver, double-tap this button to submit the form.<\/span>\n\t\t\t\t\t\tSlide to submit\t\t\t\t\t<\/button>\n\t\t\t\t<\/div>\n\t\t\t\t<input type=\"hidden\" name=\"submit_btn_txt\" class=\"submit_btn_txt\" value=\"Slide to submit\"\/>\n\t\t\t\t<input type=\"hidden\" name=\"submitted_state_txt\" class=\"submitted_state_txt\" value=\"Submitted\"\/>\n\t\t\t<\/div>\n\t\t\t\t\t\t<input type=\"hidden\" name=\"form_id\" data-validate=\"number\" class=\"mf_form__id\" value=\"491528\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"form_title\" class=\"mf_form__title\" value=\"2021-na-client-stories-contact-us\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"wp_rest_nonce\" class=\"mf_form__wp_rest_nonce\" value=\"9d37d73b70\" \/>\n\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_conditional_logic\" class=\"mf_form__title conditional_logic\" value=\"\" \/>\n\t\t\t\t\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_fields_country_dpo_field\" class=\"mf_form__title conditional_logic mf_form_fields_country_dpo_field\" value=\"\" \/>\n\n\t\t\t\t<!-- Anti-spam field -->\n\t\t\t\t<input type=\"text\" \n\t\t\t\t\tname=\"website_url\" \n\t\t\t\t\tclass=\"mf_field__url\" \n\t\t\t\t\tautocomplete=\"off\"\n\t\t\t\t\ttabindex=\"-1\"\n\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\tstyle=\"position:absolute;left:-9999px;width:1px;height:1px;opacity:0;pointer-events:none;\" \n\t\t\t\t\/>\n\t\t\t<\/form>\n\n\t\t\t<div class=\"mf_form__success\" tabindex=\"0\" role=\"alert\">\n\t\t\t\t<h2>Thank you for interest. We look forward to connecting with you.<\/h2><\/p>\n\t\t\t<\/div>\n\t\t\t<div class=\"mf_form__errors\">\n\t\t\t\t<p>We are sorry, the form submission failed. 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