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offers solutions to acquire and retain customers
MARKETING
SERVICES -
Facilitates and encourages the dialogue between you and your customers
CUSTOMER
SERVICES -
Get insight on customer perceptions about your brand image, products, services or competitors
SOCIAL
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Full service: from Google to the customer’s doorstep
eCOMMERCE
Every organisation or business looks ahead. They want more customers, bigger sales, more branches, and higher profits. To achieve those goals, however, they also need to streamline their services. After all, even one unsatisfied customer can set off a downward spiral. There's no reason to let that happen, however. Whether you’re looking for more flexibility, more capacity, or a better quality of service, or simply don’t have the ICT know-how to run your own customer service centre, arvato can handle all your customer service questions, for a competitive price.
As long as your organisation is prepared for growth, you can keep your customers happy. And being well prepared is actually easier than you think. That’s because arvato has a solution for every form of customer service in every industry. For example: we are in charge of day-to-day contact with a large bank’s international corporate clients, and manage a consumer information line for an energy company. But we also act as an information provider for government and as a technical helpdesk for a large consumer electronics manufacturer.
Outsourcing does not mean transferring control, in our view. It means creating added value by improving quality and by innovating. We will work with you to analyse your short-term or long-term service needs and then present you with a scalable and affordable solution. That means that you can get back to focusing entirely on other things – like the future.
anoniem, bank
Our customer was facing high turnover among its agents and rising costs. We were asked to serve as the first point of contact for all major multinational customers in Europe, everything from ordinary banking matters to complex international transactions.
We support our customer’s banking services in twelve countries from our own location in Venlo, where we handle all e-mail, telephone and site communication in nine different languages. We deal with 5000 calls, 12,000 e-mails and 6000 service enquiries a month. Reporting and monitoring is in accordance with COPC standards. Our employees receive continuous training so that we can maintain the highest possible quality of service.
Thanks to this operation, 84% of all service enquiries are now resolved within thirty minutes. Our employees answer 90% of all calls within 10 seconds. Our customer recently renewed our original five-year contract for another five years. That means that we can add yet another chapter to this success story.
anoniem, overheid
Our customer provides public services on behalf of twelve government ministries. We were awarded the contract for all customer-service activities, from standard information provision to public service campaigns.
We now support all communication between government and the citizen. That means that we handle 200,000 calls and 100,000 e-mails a year. We’ve also come up with a smart way to integrate the workflow for processing e-mails and logging contacts.
Our customer can respond more rapidly to urgent information demands. Citizens can access crucial information whenever they like, and they get answers to their questions on time.
ASUS
ASUS wanted to roll out an online direct-to-consumer (DTC) channel in Europe and Taiwan. ASUS asked arvato to develop a DTC channel and make it possible to offer a wide range of hardware, accessories and services. In order to simplify our business model and avoid conflicts with existing retailers, we manage the ASUS online store as a reseller.
In addition to Taiwan, we added eleven European countries to the ASUS sales region. We also took over the entire development process – everything from setting up the logistics network and running the online stores to providing financial services and customer care. That allows ASUS to manage its entire online store, including catalogues, promotional campaigns and bannering, from a single location in the Netherlands.
In a relatively short time, ASUS was able to roll out its first successful DTC channel for seven countries simultaneously. The result: sales have gone through the roof! ASUS can now engage in an ongoing dialogue with its customers, leading to non-stop improvements in service. But the biggest compliment came from Eric Chen, Vice President of the ASUS System Business Group: "With their unique set of end-to-end modular products for global e-commerce and their knowledge of setting up and growing online business, arvato is clearly the partner of choice for us."
Microsoft
If you use Microsoft products at home, then arvato was probably involved in the purchasing procedure, from online ordering to delivery. We developed and now manage the Microsoft Store in 31 different countries. Our initial challenge was that Microsoft had no direct-to-consumer channel in Europe, the Middle East or Africa. It was a tremendous opportunity, but risky too owing to potential conflicts with existing retailers…
In an effort to streamline our business model and avoid conflicts, we decided to run the Microsoft Store as a reseller. We ensure consistency for all Microsoft Store customers, whether they opt for home delivery or download of their purchases. We also manage a marketing team that specialises in affiliate marketing, search-engine advertising and optimisation, price promotions, and e-mail marketing campaigns.
Thanks to our efforts, the Microsoft Store doubled its turnover in 2011 compared with 2010. Working with arvato means that Microsoft can offer its customers a uniform online purchasing experience, whether they opt for physical or electronic delivery. No one understands the business of combining eCommerce and logistics the way we do.
