Our clients operate in fast-moving markets and value the innovation, flexibility and scalability that arvato brings to business process outsourcing partnerships.
By combining a deep understanding of our client’s business processes with outsourcing best practice, we give our customers a competitive edge through new approaches and innovative ways of working.
For example, AstraZeneca was looking for new ways to build long-term, trusted relationships with time-pressured healthcare professionals. We developed an innovative telemarketing programme that provides information and training material on AstraZeneca’s medicines to GP practices, via ABPI-accredited customer service agents.
This initiative has had a huge impact, significantly increasing AstraZeneca’s access to GP practices across the UK.
Our FastStaff methodology enables us to scale team sizes up or down quickly without compromising the customer experience.
We recently grew the customer service team for a leading deals engine from 10 brand advocates to 130 in just 4 weeks, adding Danish and German languages and product specialist teams. Team size now fluctuates regularly and at short notice, driven by an innovative forecasting tool developed by our planning team.
During the travel chaos caused by the volcanic ash cloud, we recruited 200 full-time customer service agents for a leading airline within four weeks.
Clients’ trust in the scalability of arvato's solutions is based on our robust transition processes, proven through our success in delivering highly complex business process outsourcing projects.
In the first year of our $200m Global BPO partnership with Microsoft we completed 12 international outsourcing transitions in 12 months, TUPE transferring 750 employees from six incumbents across five countries. This was rated as one of the most successful transitions in Microsoft’s history and won a European Outsourcing Association Award for BPO Contract of the Year in 2012. We now process 90% of Microsoft’s global revenues and are delivering cost savings of 20% as part of the partnership.
The seamless integration of multiple services into cost-efficient, customer-focused solutions is one of arvato’s core strengths. Our integrated value chain of services enables us to provide flexible solutions that can grow with our clients’ businesses.
With a network of contact centres in 36 countries, arvato is a flexible customer experience partner to brands such as Lufthansa, Shell and Microsoft.
Our creativity, scalability and flexibility give us the opportunity to forge long-term partnerships with our clients.
arvato is part of Bertelsmann, a global business with €15.3bn turnover, still part-owned by the Mohn family whose ancestors founded the company in 1835. As a privately owned business, we’re able to take a long-term view on international outsourcing partnerships rather than focus on quarterly results – another reason why our client relationships average 15 years internationally.