
“arvato is the most trusted membership services partner we have had since we outsourced this part of our business. Over the last five years, the team has identified areas of weakness and helped us take full advantage of opportunities including the growth in cycling and the rise in e-commerce. arvato has gone the extra mile to achieve 100% of the key performance indicators in our Service Level Agreement.”
John Storms, Business Development Manager, CTC
Partners since 2005
CTC is a not-for-profit, UK cyclists’ organisation that has promoted and protected the rights of cyclists since 1878. arvato was appointed to take over management of its 50,000-strong membership club in 2005. Prior to this, CTC was receiving high levels of complaints and had no Service Level Agreement in place to benchmark activities.
The key performance indicators agreed included:
In partnership with CTC, arvato developed a complete membership service, covering communication, administration, fulfilment and finance services. Each interaction with members was used as an opportunity to raise revenues by cross-selling CTC services, ranging from travel and insurance, to rides, rallies and holidays.
arvato employed a flexible approach to the growth in CTC marketing activities such as online services and e-commerce.
This was supported by a real focus on quality, with key performance indicators guaranteed by a Service Level Agreement.
©arvato UK & Ireland: a Bertelsmann company