Hunkemöller, a leading high-street lingerie brand in the Benelux and Germany, partnered with Capgemini to implement an omni-channel, cloud-based Salesforce Service Cloud system. This solution centralized customer service activities, providing agents with a 360-degree view of customers and enabling cross- and upselling opportunities. Key benefits included reduced handling times, increased first-time-right answers, and optimized reporting. The implementation helped transform Hunkemöller's customer service from a cost center to a value center, enhancing both customer and agent experiences. Capgemini's agile collaboration approach allowed for quick releases, with ongoing improvements planned to further elevate the platform's capabilities.

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