Collaborative Business Experience (CBE)

At Capgemini, we work jointly with our clients to target and create value, mitigate risk, optimize client capabilities, and align the organization. We call this the Collaborative Business Experience, a concrete promise by which we work together toward client success. The Collaborative Business Experience is designed to help clients achieve better, faster more sustainable results through seamless access to our network of world-leading technology partners and our collaboration-focused methods and tools.

We continuously collaborate with our clients around CR & Sustainability questions, for example in 2008 Capgemini was announced as the winner of Vodafone’s “Corporate Responsibility Engagement” Award 2008 at Vodafone’s Annual Global Supplier Conference.
For more Awards please visit our Awards section.

The OTACE Client Satisfaction Policy

Our client relationship management process, OTACE, is a key factor underpinning our strong client relationships. Our aim is to deliver our service ‘On Time and Above Client Expectation’ (OTACE). Clients are asked early in the engagement to indicate their main expectations from our services based on a set of relevant indicators related to the type of service provided, the nature of the working relationship, knowledge sharing and qualitative factors. OTACE ensures that we understand our clients’ aims and objectives; it provides feedback throughout an engagement on those areas where we are doing well and, just as importantly on those areas where we need to apply improvements. Capgemini intends to increasingly take into account the CR & Sustainability impacts of any projects carried out with clients.

OTACE Scores in 2008

In 2008 we tracked 3,900 Client Engagements and our OTACE scores were 90% delivered on time, 97% delivered above or to customer expectation and average client satisfaction was 4.16 out of 5.
Our client focus and our Collaborative Business Experience is the essence of the way we work with our clients. Client satisfaction and their appreciation of the value we bring to help make their business successful and sustainable is essential to our business. This is reflected in how our people feel and in our 2008 Global Employee Survey 90% of our staff strongly agree that they ‘feel personally responsible for their client’s satisfaction’.

Sustainability Service Offerings

Through our consulting on CR & Sustainability, we help our clients to tailor strategies and translate them into practice by, for example, designing a sustainable development strategy; devising and deploying sustainable products, identifying technological developments that may affect competitiveness, assessing necessary changes based on existing regulations or forecasts, building reporting tools to better grasp what is at stake and monitor progress. We will continue to embed CR & Sustainability considerations into our service offerings.