Case Study: Volkswagen Group achieves a seamless digital customer experience with Capgemini

Volkswagen Group and Capgemini drive large-scale CRM transformation with an omnichannel Salesforce platform

Volkswagen Group, through CARIAD, needed to modernize its CRM capabilities to deliver a seamless digital customer experience across marketing, sales, and service. With Capgemini’s support, the company aimed to replace fragmented, manual CRM processes with a scalable Salesforce cloud solution that could unify systems and create a 360-degree customer view across brands and markets.

Capgemini helped Volkswagen and CARIAD implement ONE.CRM, a global multi-cloud, multi-brand CRM template built with Salesforce and MuleSoft. The solution standardized customer interaction, improved campaign and service management, and enabled more personalized, omnichannel engagement. It was rolled out to multiple countries on three continents, improving visibility into campaign performance and giving Volkswagen a flexible foundation for future growth.

Volkswagen