Case Study: Wolters Kluwer achieves unified sales and service transformation with Capgemini and Salesforce

Wolters Kluwer transforms its sales and service organization

Wolters Kluwer, a global provider of professional information, software and services, needed to transform into a digital enterprise amid growing competition, manual customer-service work, and legacy CRM limitations. The company turned to Capgemini and Salesforce to replace its fragmented CRM landscape with a unified sales and service platform.

Capgemini implemented Salesforce across Wolters Kluwer using a Center of Excellence, standardized processes, and a phased rollout of Sales Cloud with integrations, mobile access, and self-service capabilities. The result was a more user-friendly, customer-centric operating model with a 360-degree customer view, lower support costs through centralized reporting, faster time to market, and improved adoption across markets.

Wolters Kluwer