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  • arvato is trusted by many of the world's leading businesses to deliver their customer experiences

  • arvato provides innovative, multi-channel customer experience solutions

  • arvato consistently delivers positive commercial outcomes such as cost reduction, increased customer satisfaction and sales growth

  • arvato interacts with 150 million customers in 30 languages every year, making us a true leader in customer experience

customer experience outsourcing - from insight to action

Insight to Action drives our ability to enhance the customer experience, reduce costs and increase revenues, and is core to our added-value offering.

Our planning team works closely with clients to understand the customer journey, analysing data, optimising processes, forecasting resource levels and planning effective campaigns.

We apply ‘Insight to Action’ continuously, focusing on developing two types of insight to deliver tangible results for our clients:

process insight

Using journey mapping and data analysis techniques, we develop frameworks and define opportunities for improvement:

Premium car brand:

  • reduced lead delivery time to dealers from 24 hours to 15 minutes
  • increased conversion to sale rate by 50%

Leading deals engine:

  • insights derived from CSAT survey led to improved FAQs, reducing contact volume and costs by 33%

customer insight

By analysing customer contact data, we’re able to provide valuable, actionable insights that drive the effectiveness of customer contacts. 

CTC:

In our long-term partnership with the UK’s national cycling charity CTC, we have full responsibility for membership services for the charity’s 70,000 members. The deep insight we’ve gained into members’ preferences has enabled us to:

  • increase membership by 12-15% year on year (to reach the highest level since the organisation was founded in 1878)
  • exceed renewal rate targets by 350%
  • increase online applications by 50%

arvato recently supported CTC’s transition to full charity status by providing insights into the organisations’ membership and developing new positioning for use in communications.

Read our CTC case studies

Luxury car brand:

arvato is the primary point of contact for new and existing customers, managing multi-channel enquiries in English, German, French and Italian. Our outsourced contact centre services cover the entire customer lifecycle, including:

  • outbound calls to potential buyers
  • booking test drives and service appointments at 27 European experience centres
  • supplying product information
  • handling general customer enquiries.

A key driver for the partnership is arvato’s ability to harness insights from customer contacts, enabling our client to develop targeted marketing and sales strategies and to deliver a unique customer service experience.