Nespresso SA, a pioneer in the coffee industry, embarked on a transformative journey with Sogeti, part of Capgemini, to enhance its operational efficiency and customer service. Targeting their after-sales service, Nespresso leveraged Microsoft Power Apps to develop a service toolkit application aimed at streamlining customer interactions and data management processes. This strategic partnership, initiated in 2021, aimed to reflect Nespresso’s premium brand essence in every customer touchpoint. The collaboration brought about remarkable outcomes, including a 30% reduction in after-sales service times and an impressive annual ROI. The Power Apps solution, operational within just two months, improved the brand’s visibility within the Nestlé Group.
Key to the project’s success was our expertise in governance, architecture, and agile methodologies, which ensured seamless implementation and user adoption of the new system. By simplifying the process of identifying and resolving machine issues, Nespresso has accelerated its service delivery and reinforced its commitment to providing an unmatched customer experience.
The Electricity System Operator (ESO) for Great Britain identified that there might be exceptional electricity supply challenges across Europe during the winter of 2022-2023 due to the instability created by the war in Ukraine and, as a prudent system operator, they wanted additional tools available to mitigate the risk. In response, the ESO launched the Demand Flexibility Service (DFS) to encourage households and businesses to reduce their power consumption during periods of peak winter demand. Our teams led this cross-ESO initiative, which involved designing and implementing necessary processes, tool and data changes, and overseeing the project from start to finish. Launched in just four months, DFS attracted 31 providers, benefiting over 1.6 million homes and businesses. From November 2022 to March 2023, the service was activated 22 times, successfully preventing blackouts and reducing the need for additional fossil fuel use. This initiative not only ensured a stable and balanced electricity system in Great Britain throughout this period of high demand pressure, but also saved 760 tons of CO2 emissions, highlighting its environmental benefits.
With global supply chains encountering growing volatility, businesses face myriad challenges that jeopardize their operational efficiency and resilience. Capgemini identified a significant opportunity to bring stability and agility to the forefront of global supply networks. This led to a strategic alliance with Kuehne+Nagel, addressing key challenges such as fragmented operations, limited visibility, and inefficient coordination that often culminated in reduced resilience and increased operational costs. Capgemini’s solution underscores its position as a trailblazer by integrating Kuehne+Nagel’s logistics prowess with its own advanced AI and data analytics capabilities, crafting a holistic, end-to-end supply chain service.
This partnership not only streamlines operations but also fosters sustainable practices within the supply chain, marking a significant leap towards achieving resilient, efficient, and environmentally responsible logistics solutions. Through this collaborative effort, Capgemini and Kuehne+Nagel are setting new standards in supply chain management, ensuring that their clients can thrive amidst the complexities of today’s global market dynamics.
