Capgemini CRM and Customer Experience Implementation Services

New Ideas - The Capgemini team brings new ideas, solutions, and concepts to the table throughout the project lifecycle. When challenged with roadblocks, the team works together to present options and identifies ways to continuously improve. They ask questions that are thoughtful and are not afraid to admit if there was a better way to handle a situation or solve a problem. Due to the team's expertise, we adopted the model to complete a mock deployment for our major production deployments. This helped surface any go-live issues earlier in the deployment phase, provided an environment to complete code deployment comparison and smoke test validations, and supported the ability to document any deployment steps missed to better prepare for the true deployment date. Focus - The Capgemini team remains focused on project delivery amidst business changes, COVID, and shifting priorities. While the rise in COVID cases did impact a number of our offshore development team members, Capgemini was able to provide continuous service as much as they could. From identifying backup resources to cross-training and onboarding, the team was able to successfully deliver in time and on budget while working remotely and continuously solving project challenges. Adaptable - As project details, requirements, and priorities shift, the Capgemini team remains flexible to changes even as they occur frequently during development. We all adopted the mantra We are so agile because it was truly an achievement the team maintained through design, development, and deployment. Changes would come in during our early morning standup call and and a solution was presented in our test environment by the time our daily afternoon call completed. Our environment was indeed fast-paced and Capgemini kept up.

Delivery focused - committed to getting things done and take pride in Cultural alignment to our organisation - working together in the right way Solution focused - good at solving problems People centric organisation with a progressive agenda to support their team through delivery and client projects

Excellent job gathering, discussing and understanding needs requirements. Delivered thoughtful ideas and best practice information to help us achieve our MVP goals. Thorough communication in Agile sprints to let us know what had been completed, what needed to happen next and what items might be in danger. Always felt very well informed.

Internal KT - Some opportunities for improvement include stronger ability to transfer knowledge to new team members. We love seeing team members advance especially as they continue to deliver with great service and communication. However, when new resources are onboarded, there is an expectation that the technical and support leads can sufficiently share business domain knowledge, technical best practices, and overall system processes smoothly. As a customer, we do not need nor want to train a replacement lead that is starting from zero. Assumptions - Some assumption were made that helped the project but some did not. We were lucky to bring on previous resources that worked with us in past projects. His knowledge and leadership really helped drive the project along. However, there were incidents where his solutions were aimed at mimicking our old business model and assumptions were made that costed us a loss of 2-3 weeks of development time. With corrections and direction, the team was back on track but for next time, we'd like the team to come to us and share any challenges they face so that together, we can tackle the problem together with the right information. Process Improvements - When discussed together in a retrospective call, the team identified ways to improve the issue of having code constantly over-written. The issue re-introduced already fixed bugs, caused the QA team to re-test over and over again, and accidentally released code to production that was not ready. Though some improvement was made, we continued seeing this issue throughout our project releases and wish there was a solution that team could adopt to help eliminate it altogether. In the end, we delivered with perseverance but would not want to rely on heroics for future projects.

1) We have worked in a hybrid model, which has created some inconsistencies in accountabilities 2) Foresight in reference architecture has been missed in some areas 3) Some small challenges in working with some other 3rd parties, where alignment between them would have created a better customer experience

1)Most of our work happened right at the start of the pandemic so our meetings had to move to a virtual setting which meant long hours each day on a Zoom / WebEx meeting. 2)Much of the development work was done offshore necessitating early morning meetings or groups being unavailable for collaboration during our normal business hours. 3) Current tools being used by the business were incorporated in the MVP build out rather than exploring better options / alternatives that may have achieved a process improvement.