arvato streamlines Renault’s corporate support services

“arvato has been a true business partner to Renault and has proved conclusively its ability to continually improve processes. Right from the original tender and selection process, the day-to-day management of our relationship has been driven by professional individuals who maintain and improve service levels; consistently meeting our requirements. We would definitely recommend arvato as a partner to the market.”

Andrew Kirk, Purchasing Manager, Renault UK

Partners since 2007

challenge: to create more business

arvato was charged with providing multi-channel solutions to help Renault’s B2B fleet vehicle customers. Core to the operation was generating more sales appointments and demonstrator bookings. Based on-site with Renault, the brief also included enquiry handling for the Motability scheme, emergency services and public sector sales.

The initial priority was to ensure a safe, seamless transition from the previous supplier of 10 years. After which, the objective was to support Renault’s fleet department and field team by improving the efficiency and effectiveness of operations.

solution: to produce a leaner operation

arvato developed a highly effective, dedicated team of corporate account executives responsible for appointment bookings, demonstrator bookings, contract hire, event resourcing and administration. Integral to the solution was an effective “buddy” system between arvato’s corporate account executives and Renault’s field managers.

successes: more savings and bookings

• Streamlined the demonstrator booking process, saving Renault in excess of £1.7m a year, while also increasing bookings by 12% over a six month period
• The improvements from the first half of 2009 to the first half of 2010 speak for themselves:
  • Increased sales appointments by 242%
  • Increased Motability applications by 239%
  • Generated efficiencies by reducing the fleet customer service team headcount by 30%

services: working on-site

• Managing fleet service, sales, rental and demonstrator bookings
• Managing and promoting offers
• Operating dealer and customer support lines
• Supporting fleet department and field team
• Administering staff purchase schemes