Case Study: a US-based financial services company improves digital customer service with Capgemini

Capgemini helps a global financial services company deliver improved, intuitive digital customer service

A US-based financial services company sought to modernize its digital customer service, aiming to provide smoother online transactions across all devices while significantly reducing operational costs. They partnered with Capgemini to consolidate support functions and adopted their ADMnext offering, aiming for a fully managed services engagement model, agile transformation, and application modernization.

Capgemini implemented a comprehensive three-stage plan involving transition, baseline, and full managed services. This solution delivered substantial results, including approximately 35% in cost savings and a 46% reduction in resolution time for support levels. Capgemini also ensured 99.98% SLA adherence and provided 24/7 business continuity coverage, transforming the client's operations with increased automation and proactive support.