Capgemini enables the European cybersecurity leader to remain "one step ahead" in providing world-class service

1. Coresec embraces an era of
optimized customer experience
with legacy modernization
Capgemini enables the European cybersecurity
leader to remain “one step ahead” in providing
world-class service
Keeping the world of information technology safe
and secure
Coresec was established in 2003 and is a market leader delivering cyber security
and networking solutions. Coresec is currently represented in Sweden, Norway,
Netherlands and Denmark, with offices in Malmö (HQ), Stockholm, Gothenburg,
Oslo, Amsterdam, Copenhagen and Aarhus. With more than 250 employees, 24×7
manned Network & Security Operations Centers, and an estimated turnover of €60M
in 2015.
Overview
Customer Name: Coresec
Industry: Cybersecurity and
Networking
Location: Sweden and Denmark
Client Challenges/Business Need:
Outdated, legacy technologies
posed security risks while the
absence of synchronisation
between Sales and Service
processes faced a risk of resulting
in decreased efficiency within
Coresec’s operations
Solution-at-a-glance: Service Cloud
implementation as the turnkey
replacement solution for Coresec’s
Service Desk and related processes
Results (Benefits):
• Reduced process duration and
critical resource availability
• Improved visibility into key
business parameters
• Customer process enhancement
• Higher management efficiency
in collaboration with
““The core benefit of this Salesforce
implementation has been the
enhancement of the customer
experience. Our customers now
experience accelerated response
times and optimized touchpoints
among many other new features.”
Anders Stenwall
VP Business Development
& Marketing,
Coresec Systems

2. In the words of Johan Andersson, CEO of Coresec, “Our ambition is to build Coresec
into a clear market leader in Europe, to massively increase the size of the company
and to be present in key European countries in the coming years. We firmly believe
that further specialization, international scope, and taking an active part in the
ongoing consolidation of the sector in Europe will be good for our customers, our
partners and our employees.”
Maintaining a strong foothold
Due to its ambitious expansion, Coresec found itself burdened with a number of
legacy and self-developed IT systems. Also, expansion in size, location and services
had created disparity between existing systems and processes. While Coresec’s
sales process was set up on Salesforce, its service process worked through a legacy
system. The lack of synchronisation between the sales and service processes added
another layer of challenge for Coresec because a significant amount of its data was
spread across multiple systems and worksheets.
Understanding the risks associated with outdated systems, Coresec recognized that
to continue improving its processes and to remain a leader in the industry, it had to
replace its legacy and homegrown solutions and consolidate any remaining platforms
and data.
Coresec sought a provider who could migrate all its inventory information and
contracts to a Salesforce-based solution and help improve its customer service
process. It expected the provider to dispense world-class insight on Coresec’s
processes and customer data. Finding a partner who could advise and help
provide holistic execution for all customer service and sales processes was the
deciding factor.
Coresec’s transformation journey
Coresec saw Capgemini as a partner who was able to listen and gauge what was
critical to its business. Furthermore, Capgemini had the knowledge and experience
to help Coresec on this transformation journey around CRM and Customer Service.
Coresec approved of Salesforce’s best of breed technology and proven ability
to work in collaboration with Capgemini’s domain knowledge, SFDC skills, and
structured approach to transformation project delivery.
The Capgemini team implemented Service Cloud as the turnkey replacement
solution for Coresec’s Service Desk and related processes. The set-up of the project
and the mode of engagement with Coresec were highly agile and flexible.
Results Count: Translating efforts into exceptional
customer experience
• Improved visibility: The project implementation armed Coresec with greater
visibility into its key business parameters including SLAs.
• Multi-channel experience: The implementation has allowed Coresec to
start diversifying toward a multi-channel approach using mail, phone, online
communities and planning for a stage two with live chat for interaction with
customers.
• Customer communities: The use of Communities is in pilot phase and Coresec is
looking into using it to boost Service and Collaboration with its Clients.
The Collaborative
Approach:
The Collaborative Business
Experience™ is central to the
Capgemini philosophy and a
pillar of our service delivery.
This project is a perfect example
of how Capgemini worked
closely with its partner, Coresec
to successfully implement
process-enhancement activities.
The key areas of collaboration
included:
• Decisions on the scope of
solution
• Determination of the aspects
of Coresec’s processes to be
integrated with the Salesforce
solution
• The manner of adoption and
operation of new processes
at Coresec

3. About Capgemini
With more than 180,000 people in
over 40 countries, Capgemini is a
global leader in consulting,
technology and outsourcing
services. The Group reported 2015
global revenues of EUR 11.9 billion.
Together with its clients, Capgemini
creates and delivers business,
technology and digital solutions
that fit their needs, enabling them
to achieve innovation and
competitiveness. A deeply
multicultural organization,
Capgemini has developed its own
way of working, the Collaborative
Business ExperienceTM
, and draws
on Rightshore®
, its worldwide
delivery model.
Learn more about us at
www.capgemini.com
About Coresec
Coresec is a market leading
provider of cyber security and
networking solutions. With a
carefully selected portfolio of
innovative services and products,
Coresec protects its customers’
information and communication.
Our high level of competence,
curiosity and long experience are
all cornerstones contributing to
constantly renewed confidence
from customers to help develop
their cyber security. Since 2003,
our strategy and driving force have
been to have the best employees
paired with a solid understanding
of our customers’ business and
technology landscape, to ensure
that we deliver functionality and
solutions that safely enable our
customers to be mobile, available
and flexible.
Coresec is currently represented in
Sweden, Norway, Denmark and the
Netherlands, with offices in Malmö
(HQ), Stockholm, Gothenburg,
Oslo, Copenhagen, Aarhus and
Amsterdam. The Coresec group
has app. 250 employees and a
turnover (2015) of 820 MSEK.
Learn more about client at:
www.coresecsystems.
com
For more information on this project, please contact:
success.story@capgemini.com
©2016 Capgemini. No part of this document may be modified, deleted or expanded by any process or means
without prior written permission from Capgemini. Rightshore®
is a trademark belonging to Capgemini.
the way we do itCybersecurity and Networking
• Higher management efficiency: After the project implementation, Coresec now
witnesses quicker case resolution, increased ability to track and measure KPIs,
and better invoice management.
• Reduced process duration and improved critical resource availability: The
project implementation freed the equivalent of three full-time resources and the
time taken to perform the inventory was reduced by 30% per case handled.
• Customer process enhancement: By migrating all inventory information and
contracts to Salesforce, Coresec was able to boost its customer service process
and elevate the customer experience. Furthermore, Coresec gained better insight
into its customers, which augmented all aspects of the customer process. This
helped Coresec provide faster and better service.