Case Study: Hunkemöller achieves a seamless omni-channel customer experience with Capgemini

Co-creating a High-class Customer Experience for Hunkemöller

Hunkemöller, one of the largest lingerie brands in the Benelux and Germany, needed to consolidate its customer service operations into a single centralized tool so agents could access the right information at the right time and deliver a seamless omni-channel experience. Working with Capgemini, the company set out to improve service efficiency, support cross- and upselling, and better handle the surge in e-commerce-driven customer interactions.

Capgemini implemented an omni-channel, cloud-based Salesforce Service Cloud solution with embedded telephony, giving Hunkemöller agents a 360-degree customer view on one screen. The result was reduced average handling time, increased first-time-right answering, more self-service through chatbots, and improved reporting and dashboard insights, helping transform customer service from a cost center into a value center.

Hunkemoller

Andreas Henjes

Head of Application Management