Case Study: HEMA achieves a better customer experience with Capgemini

Hema - Customer Case Study

HEMA, a Dutch retail company with around 750 stores, wanted to become more customer-centric and strengthen loyalty while improving its omnichannel customer experience. To support this goal, HEMA partnered with Capgemini and selected Salesforce Service Cloud and Social Studio to give service agents a more complete view of customers and help reduce response times.

Capgemini implemented the Salesforce-based solution using an Agile approach, integrated customer, order, and product data, and trained more than 150 support agents. The result was improved customer and employee experience, reduced manual work, and better CSAT, CES, and NPS scores, while also creating new cross-sell and upsell opportunities.

Hema

Martjin Regterschot

Manager Customer Services