Transforming Customer Experiences By Leveraging

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Transforming customerexperiences by leveragingproactive supportCapgemini expands its knowledge andcapabilities—and improves customer uptime andexperiences—using Premier Support for Partners

Capgemini200,000“We’ve been able to change our approachto supporting customers using PremierSupport for Partners, and we plan onusing more workshops and proactivehours to keep getting better.”Consulting, TechnologyServices and DigitalTransformation company-Paul BradyInfrastructure Support ManagerCapgemini UKFocusing on future solutions as the key to successCelebrating over 50 years as a global leader in consulting andtechnology services is a remarkable feat, but Capgemini doesn’t letthis achievement distract from even greater digital transformation.Capgemini’s outsourcing services division has deep capabilities insystems integration and managed services, and its drive to integratecloud technology for customer-centric solutions has made it anindustry leader.The division has a deep understanding of Microsoft Cloudtechnology but realised it needed a better way to help engineerskeep pace with continual updates and stay on the leading edge oftechnology. To do this, the division rolled out a training initiativefocused on proactive support to improve its customers’ experience.Key to the initiative’s ongoing success is the utilisation of strategicservices in Premier Support for Partners (PSfP).The right training to support greater customer uptimeOne thing business and IT decision makers can agree on is thatinfrastructure and application downtime costs go beyond lostrevenue. Per the International Data Corporation (IDC), the total costof downtime represents the sum of lost revenue, lost productivity,the cost to recover, and the cost of intangibles like damagedreputation. To put this in tangible perspective, among Fortune 1000corporations, the average total cost of an infrastructure failure isover 70,000/hour, while the average total cost of unplannedapplication downtime is 892.7 million-1.78 billion/year. 1With scores of its engineers managing systems and processes forlarge private sector and central government organisations,Capgemini’s outsourcing services division in the UK is directlyaccountable to its customers’ business continuity.1IDC,“DevOps and the Cost of Downtime: Fortune 1000 Best Practices Metrics Quantified,” Dec 2014

Knowing what to do in complex, evolving situations—andanticipating problems before they need to be resolved—requiresongoing technical training that’s relevant to each customer’s uniqueenvironment. PSfP offers a diverse menu of proactive services,including customisable technical trainings to help Capgemini stayahead of the curve and proactively address emerging trends andchallenges for its customers. But more than just enabling Capgeminito expand its capabilities, these services help decrease its need forreactive support.“This time last year, we were probably 90% through our [reactivesupport] hours,” says Paul Brady, Infrastructure Support Manager forCapgemini UK. “But today, we’ve probably used half of the reactivehours we used last year and one of the reasons is we’re getting ourpeople in PSfP workshops where they can actually learn, so in mostcases our engineers know what to do instead of having to log areactive call for help.” Capgemini’s ability to decrease reactivesupport hours has a direct impact on its customers’ infrastructureand application continuity for better customer experiences acrossthe board.Putting customers first with proactive supportFrom ongoing recommendations from their designated Technical Account Manager around newopportunities, to regular newsletters full of information to stay on top of updates, PSfP partners cantake advantage of a growing list of proactive services. These services fall under the followingcategories:Cloud Enablement services - A set of services (Cloud Consults, Cloud Optimisation Report,Proactive Communications, and Support Practice Accelerator) to help you drive consumption andgrow your cloud business fasterOnline, on-demand training library - Access to a rich portfolio of on-demand video training,including hands-on labs with live virtual environmentsTechnical workshops - Advanced technical training sessions covering a wide selection of Microsofttechnology and support topics, delivered by a Microsoft engineer in person or onlineAssessments and optimisations - Services including digital risk assessments, workloadoptimisations, design assessments, technical implementation, and operation of your MicrosofttechnologiesIT Service Management - Consulting services to help you build your cloud service operation, aswell as proactive monitoring of your incident and service deskTechnical Update Briefings –Monthly webinars on feature and functionality updates and how tointegrate it with your new/existing solutions.

Exceeding customer expectations where it mattersmostToday’s enterprises and their customers expect IT to operate at fullstrength at all times. But in an era where misconfigurations in dailyupdates within the environment can cost companies thousands ofdollars an hour, and where the majority of performance problemsare reported by end users,2 ensuring business continuity has onlybecome more challenging. This is where PSfP not only offers thesupport and services Capgemini needs right now, but alsorecommendations around how to utilise the full menu of availableproactive services to improve engineer, enterprise, and customerexperiences alike.In addition to tailored in-person and online trainings, Capgemini’sdesignated Technical Account Manager (TAM) refers those in theoutsourcing division to relevant, helpful content, including an evergrowing library of on-demand digital content, offerings webcasts,workshops, and more to help Capgemini engineers sharpen theirskillsets. “We work with our TAM quite closely on what our futureneeds are,” says Paul Brady. “If she doesn’t have that specificcontent, she’ll set up a scoping call to learn what our engineersneed, then loop in a Microsoft engineer to help tailor that to ourneeds.”By shifting the support paradigm from waiting on Microsoft to solveproblems to continually building knowledge from Microsoft’sproactive services to address most problems oneself, Capgemini hasimproved how it supports its engineers, from the UK to India toNorway. “I would say some 95 to 99 per cent of our engineers ratethe Microsoft workshops very highly,” says Paul Brady. Not only arethe workshops and other trainings consumable, but Capgemini isseeing real improvements in its own proactive capabilities.“The average number of customer support calls we’re workingthrough on a given week has dropped from 20 per week last year tocurrently just three per week,” adds Paul Brady. “We have a morestable environment, which means we have fewer calls coming infrom the customer, which means we can concentrate on valueadded projects that interest our engineers and really benefit thecustomer.”Proactive IT capabilities help attract new talent andmove the company forwardIn the same way today’s enterprises see the need for managedservices to fill key gaps as they grow, today’s managed servicesproviders and systems integrators are realising they need supporttoo.2Gartner“The average number ofcustomer support callswe’re working throughon a given week hasdropped from 20 perweek last year tocurrently just three perweek”-Paul BradyInfrastructure Support ManagerCapgemini UK

The ability to have Microsoft experts close at hand to assist withuniquely challenging IT issues certainly boosts customers’confidence in Capgemini. However, the ability to show how itsstrong partnership with Microsoft reduces simple, day-to-daydistractions and offers the knowledge to grow as an engineer hasalso helped Capgemini attract new talent.“The amount of bespoke training content we’ve been able to deliverto our engineers gives us an edge in that we’re defining whatcontent we need,” says Paul Harrison, Head of Microsoft ApplicationDevelopment and Integration at Capgemini UK. “In terms ofcandidate attraction and recruitment, we definitely talk withprospective engineering talent about what we get through Premierand it does capture people’s interest because they see how wellsupported they could be delivering Microsoft-based projects forCapgemini.”“The pace of change isonly getting faster, so forus it’s crucial to haveaccess to what theproduct set is going tobe doing so we candevelop solutions forcustomers that willmaintain longevity,”-Paul HarrisonHead of Microsoft ApplicationDevelopment and IntegrationCapgemini UKMoving forward, Capgemini expects to continue gaining strategicvalue from PSfP by using more proactive support to satisfy itsinitiative, stay on the leading edge of technology, and helpcustomers address what’s next. “The pace of change is only gettingfaster, so for us it’s crucial to have access to what the product set isgoing to be doing so we can develop solutions for customers thatwill maintain longevity,” says Harrison. “We’ve really been able tochange our approach to supporting customers using PremierSupport for Partners,” adds Paul Brady, “and we plan on using moreworkshops and proactive hours to keep getting better.”“If there’s one thing I’d say to other partners reacting to a lot ofbreak-fix situations, its that PSfP can help you get ahead of breakfix—to run health checks on systems for your customers, supportyour learning environment, and help develop your staff to moveforward.”TAKE THE NEXT STEPContact a Premier Support for Partners expert at orreach out to your Microsoft representative to determine how PSfPcan meet your business and support needs.This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS ORIMPLIED, IN THIS SUMMARY. Document published July 2018.