{"id":773693,"date":"2022-07-26T13:54:06","date_gmt":"2022-07-26T11:54:06","guid":{"rendered":"https:\/\/www.capgemini.com\/no-no\/?post_type=client-story&#038;p=773693"},"modified":"2025-03-20T03:14:19","modified_gmt":"2025-03-20T03:14:19","slug":"hema-creates-exceptional-simplicity-for-customer-service","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/no-no\/news\/client-stories\/hema-creates-exceptional-simplicity-for-customer-service\/","title":{"rendered":"HEMA creates exceptional simplicity for customer service"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/07\/ÎÚÑ»´«Ã½_Client-Stories_HEMA.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/07\/ÎÚÑ»´«Ã½_Client-Stories_HEMA.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/07\/ÎÚÑ»´«Ã½_Client-Stories_HEMA.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/07\/ÎÚÑ»´«Ã½_Client-Stories_HEMA.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/07\/ÎÚÑ»´«Ã½_Client-Stories_HEMA.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/07\/ÎÚÑ»´«Ã½_Client-Stories_HEMA.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/07\/ÎÚÑ»´«Ã½_Client-Stories_HEMA.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/07\/ÎÚÑ»´«Ã½_Client-Stories_HEMA.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/07\/ÎÚÑ»´«Ã½_Client-Stories_HEMA.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:55.00000000000001% 16%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Hema creates exceptional simplicity for customer service<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/07\/2022-06-08_HEMA_client_story_V3.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download case study<\/span><span class=\"type\">1 MB  pdf<\/span><\/a><\/div><\/div><\/div><div class=\"infoWrapper \"><div class=\"row\"><div class=\"col-md-4\"><span class=\"fieldName\">Client: HEMA<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Region: The Netherlands<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Industry: Retail<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/no-no\/news\/client-stories\/hema-creates-exceptional-simplicity-for-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/no-no\/news\/client-stories\/hema-creates-exceptional-simplicity-for-customer-service\/&amp;text=HEMA creates exceptional simplicity for customer service\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/no-no\/news\/client-stories\/hema-creates-exceptional-simplicity-for-customer-service\/&amp;text=HEMA creates exceptional simplicity for customer service\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">HEMA chooses ÎÚÑ»´«Ã½ to elevate its customer experience to the next level with Salesforce Service Cloud and Social Studio<\/h2><p class=\"intro-para-content\"><strong>Client challenge:<\/strong> HEMA wanted to offer a distinctive customer experience by becoming more customer-centric and focusing on loyalty<br><strong>Solution:<\/strong> Working with ÎÚÑ»´«Ã½, HEMA implemented the Salesforce Service Cloud and Social Studio, which enabled customer service agents to gain a comprehensive, 360-degree view of shoppers<br><strong>Benefits:<\/strong><br>\u2022 Improved the customer experience<br>\u2022 Empowered customer service agents with new tools and insights into customer expectations<br>\u2022 Enhanced the employee experience<br>\u2022 Reduced manual work<\/p><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>In an industry that sees such intense competition as retail, the customer experience represents a massive differentiating factor that can cause people to choose one brand over another. HEMA, a renowned Dutch retail company that operates close to 750 stores and sells more than 32,000 own-brand products and services with a focus on the Benelux and French markets, wanted to enhance the support provided to its customers. In order to support its vision of creating a better everyday life in a more beautiful world, the company envisioned a future in which it was more customer-centric and more focused on encouraging loyalty.<\/p>\n\n\n\n<p>As part of this vision, HEMA launched an initiative to provide a top-notch omnichannel experience to its customers. By doing so, the company intended to become easier to connect with, lower the length of response times, and generate more cross-sales opportunities. This meant providing more accurate solutions to customer queries and empowering customer service representatives to provide expert advice on the company\u2019s products.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-salesforce-based-customer-service\">Salesforce-based customer service<\/h2>\n\n\n\n<p>To accomplish all of this, HEMA selected ÎÚÑ»´«Ã½ as its solution implementation partner. Together, the organizations launched a thorough review of the challenges and expected results to ensure that they shared a mutual understanding of the project. This led HEMA and ÎÚÑ»´«Ã½ to select the Salesforce Service Cloud and Social Studio as the solution best fit to situation.<\/p>\n\n\n\n<p>As a single, collaborative team, the partners employed Agile project methodology to ensure a fast, successful deployment of the Salesforce-based solution that was aligned with the original project goals. A combined team of experts drew upon a wide range of expertise while ensuring constant cooperation between HEMA and ÎÚÑ»´«Ã½ to replace or integrate a large set of different technologies within five months. Whenever possible, the partners utilized out-of-the-box solutions as well as Salesforce Service Cloud best practices to build a sustainable and future-proof platform.<\/p>\n\n\n\n<p>The project team followed a parallel development of a new event-driven architecture, which was integrated order, customer, and product data objects with Salesforce using platform events. By doing so, HEMA and ÎÚÑ»´«Ã½ enabled a variety of other key projects, which has resulted in more than 600 user stories being implemented as well as over 150 customer support agents undergoing training. In addition, the team engaged in the redesign of internal processes, which resulted in a new way of working and streamlined operations at HEMA.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-hema-and-capgemini-co-creation\">HEMA and ÎÚÑ»´«Ã½: co-creation<\/h2>\n\n\n\n<p>With the Salesforce Service Cloud, HEMA employees now have a unified view of their customers through analytics and integrated telephony tools, ensuring that the entire customer support team has the right information and insight necessary to provide superior assistance. This in turn enables the company to differentiate itself from the competition by guaranteeing that shoppers have an engaging and distinctive experience.<\/p>\n\n\n\n<p>Thanks to this more in-depth understanding of shopper needs and interests as well as improved responsiveness on the part of HEMA agents, the company has seen a marked improvement in customer satisfaction as measured by CSAT, CES, and NPS scores. This new approach has also opened the door to new cross-selling and upselling opportunities while targeted automation reduces the need for manual work. As the customer experience has improved, so has the employee journey, which helps HEMA to maintain and expand its talented pool of agents.<\/p>\n\n\n\n<p>In a crowded industry, it is essential for companies to find ways to separate themselves from the pack. Through its Salesforce-based solution, HEMA has done just that while simultaneously preparing itself for the future.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>HEMA wanted to offer a distinctive customer experience by becoming more customer-centric and focusing on loyalty. Working with ÎÚÑ»´«Ã½, HEMA implemented the Salesforce Service Cloud and Social Studio, which enabled customer service agents to gain a comprehensive, 360-degree view of shoppers<\/p>\n","protected":false},"author":211,"featured_media":780213,"template":"","meta":{"cg_dt_proposed_to":[10,14,17,7,26,18,28,23,29,20,24,5,30],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"f8de8c08-4010-4e91-a0fb-fe2261ad02f2\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":false,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":true,"footnotes":"","client_logo_id":0,"client_logo_url":"","primary_term":"","featured_focal_points":"{\"x\":\"0.66\",\"y\":\"0.27\"}"},"tags":[352],"brand":[],"service":[107,109],"industry":[102],"partners":[147],"country":[348],"content-group":[],"class_list":["post-773693","client-story","type-client-story","status-publish","has-post-thumbnail","hentry","tag-client-story","service-cloud","service-customer-experience","industry-retail","partners-salesforce","country-netherlands"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>HEMA creates exceptional simplicity for customer service - ÎÚÑ»´«Ã½ Norway<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/no-no\/news\/client-stories\/hema-creates-exceptional-simplicity-for-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"HEMA creates exceptional simplicity for customer service\" \/>\n<meta property=\"og:description\" content=\"HEMA wanted to offer a distinctive customer experience by becoming more customer-centric and focusing on loyalty. 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