M1 turns to Capgemini to overhaul customer experience

M1 turns to Capgemini to overhaul customer experience

Implementation set to impact more than two million customers

Credit: Dreamstime

Capgemini has deployed a digital platform for M1, leveraging Sitecore technologies to enhance customer experience.

The implementation is set to impact more than two million customers with the subsidiary of Keppel Corporation one of Singapore’s leading communications providers.

In leveraging regional capabilities in user experience design, as well as collaboration with Sitecore, Capgemini overhauled M1's digital platform to bolster in-store experience and self-service offerings.

“Capgemini has demonstrated a strong commitment to reinventing the customer experience through innovation and we value the collaborative experience they have brought into this association,” said Mustafa Kapasi, chief commercial officer of M1.

“The enhanced digital platform has enabled M1’s customers to intuitively navigate through the new website and to build their own plans on-the-go. We will continue to deliver the best customer experience and simplification of this engaging journey for our customers.”

Capgemini “conceptualised and developed” an integrated e-commerce, web content and marketing solution - built and hosted on Sitecore’s e-commerce content management system - integrated into the back-end systems, in a move designed to improve the digital experience of M1’s customers.

Kapasi said the solution also provides a "robust foundation" for M1 to continue improving in-store experience and self-service offerings.

“It has been our privilege to partner with M1 in their digital transformation journey,” said Sumit Nurpuri, COO of Southeast Asia, Hong Kong and Taiwan at Capgemini. “The visible business benefits reaped from this project are a testament to the superior customer experience enabled by this collaboration.

“It is extremely satisfying to see our two teams united to create a new digital platform that provides a truly engaging experience for the end users.”

The incorporation of a streamlined interface and the implementation of the website coupled with M1’s "easy-to-build plans" allows customers to make decisions through a single digital platform.

“It was truly rewarding to help M1 in its digital transformation journey,” said Nick Boyle, vice president of Asia, Sitecore. "We are thrilled that our joint efforts, together with Capgemini, have led to providing best-in-class digital experience software and services to a leading telecom player in the Asian market.”

The business benefits for M1 through the new digital platform also include faster time-to-market with improved processes and digital capabilities, alongside an increase in customer activities such as website traffic and sales.

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