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Arvato’s Shared Service Centre wins top industry award

Our Shared Service Centre in Swansea has won the accolade of ‘Shared Service Centre of the Year’ at the coveted 2020 Welsh Contact Centre Awards. This follows a year of high performance, securing a significant contract extension and achieving industry-leading technology and customer service accreditations.

The award recognises organisations that have developed a strong relationship with their customer and have been successful in demonstrating process excellence, technology transformation, innovative people practices and learning & development initiatives, as well as overall effectiveness and improvements of the Shared Service Centre.

The centre provides a shared services solution for the Department for Transport (DfT) and its executive agencies. Our work has helped to transform the department’s HR, payroll, finance and procurement operations, providing fully standardised back-office services for 19,000 civil servants.

Last year, Arvato successfully secured a three-year multi-agency contract extension from the Department for Transport (DfT) as their SAP implementation partner, which has seen us continue to support the department to develop and transform back office cloud solutions in line with the Government’s Future of Shared Service (FOSS) strategy. As part of this, we have completed the IT transformation project to transfer the department’s two existing ERP systems to a cloud-hosted technology platform.

We are working to deliver a challenging programme of change to DFT which will fulfil their ‘Cloud First’ strategy. This removes the obligation for an expensive hardware refresh and when coupled with our principle of sharing best-in-class business processes, technology platforms and support teams our clients are on track to achieve a multi-million pound saving over 4 years.

These achievements build on the success of the centre, which has seen the 220-strong team resolve over 90,000 customer enquiries, accurately manage 50,000 invoices worth £20 billion, achieve a customer satisfaction rating of above 94 per cent and retain the Customer Service Excellence accreditation.

Debra Maxwell discusses tackling gender imbalance at Global Sourcing Association industry forum

Our CEO, Debra Maxwell, joined members of the outsourcing industry in a forum to discuss what companies in the sector must do to ensure gender imbalance becomes a thing of the past.

The Women in Sourcing webinar – held on Thursday 11th February as part of the Global Sourcing Association’s (GSA) 2021 Festival of Sourcing – highlighted the challenges women still face in the industry today and explored steps individuals in all organisations can take to help create more equitable workplaces.

Led by GSA President and CEO Kerry Hallard, the event featured keynote presentations from both Debra and Tara McGeehan, President of UK and Australian Operations at CGI.

Debra explained that the pandemic has exposed significant inequalities in the workplace, and called for senior leaders to stop paying ‘lip service’ to tackling gender imbalances. It is an issue that she saw evidenced in the fact that when the government suspended gender pay gap reporting requirements during the pandemic, only half of eligible firms voluntarily reported their figures.

Discussing that new ways of working have disproportionately disadvantaged women, Debra emphasised the importance for leaders at all levels to take time to understand their colleague’s specific needs to ensure that they are providing comprehensive, effective support. She also encouraged the audience to guard against an erosion in employment rights amid the disruption of the pandemic and urged attendees not to tolerate discrimination in any form.

Speaking alongside Debra, Tara McGeehan explored why there is such a structural gender imbalance in the tech sector and suggested ways in which STEM careers can be made more accessible and attractive to women.

Speaking after the event, Debra Maxwell said: “It was a privilege to address such an engaged audience on such an important topic. While some progress has been made, it is clear from our dialogue that there is still a lot to be done to address gender imbalance in the workforce, not least in the outsourcing industry.

“Arvato has taken some important steps to address these issues across our business, such as narrowing our own gender pay gap and working to maintain culture where internal development and promotions are valued over external hiring. We are looking forward to continuing our progress.”

Arvato listed as one of the world’s top five BPO providers by Everest Group

We’ve been ranked, alongside our sister company Majorel, as the fifth-largest business process outsourcing (BPO) provider in the world by Everest Group, following a strong period of growth.

The annual Everest Group BPS Top 50 report examines the global third-party Business Process Services (BPS) industry, which is valued at more than $200 billion. The Top 50 programme ranks companies on overall BPS revenues and year-on-year growth and is the only initiative of its kind, helping organisations identify the largest global providers.

David Morton, Sales and Solutions Director for Arvato CRM Solutions, said: “At a time of growing economic uncertainty, and where competition among businesses has never been so fierce, there is significant pressure to boost productivity and profitability. Companies are increasingly recognising the benefits of delivering industry-leading multi-channel customer service whilst also improving efficiency by automating processes across their front and back office. With specialist tailored solutions from companies like Arvato, businesses can deliver improved services to their customers whilst benefitting from commercial and operational efficiencies through automation.

“Our position in the Everest rankings this year underlines our success in helping businesses achieve back-office transformation. It’s testament to the commitment, enthusiasm and skill of our employees that we’re able to cement our position as an industry leader.”

Our ‘Be 100% You Every Day’ employee engagement strategy has won a major national award

We’re proud to share the news that our ‘Be 100% You Every Day’ strategy has won Silver in the innovation category of the Communicate: Internal Communications and Engagement Awards.

The awards celebrate outstanding achievements in internal communications and their impact on business performance and role in boosting employee engagement. The Best Innovation category recognises the most creative approaches to internal comms, as well as their problem-solving approach and impact on the wider organisation.

We launched ‘Be 100% You Every Day’ in January 2019 to create a unified identity across our employee network and define what it means to work for Arvato. This involved a series of new initiatives from a dedicated awards programme and Q&A platform, to an image-led marketing campaign activated through vinyl stickers, posters and photo frames for employees to personalise.

The judges praised the campaign’s Big Debate initiative, which invites a panel of representative employees from every section of the business to discuss new ideas and initiatives directly with our CEO, Debra Maxwell and HR Director, Sally Neale. They were also impressed by the fun-filled tone and comprehensive nature of the overall strategy. The competitors for this category included Unilever and Edelman, GVC, Natwest Group and McCann Synergy and NHS Leeds Clinical Commissioning Group.

Sally Neale, HR Director, Arvato CRM Solutions said: “This award win recognises the significant impact that the ‘Be 100% You Every Day’ programme has had on amplifying employee voices and transforming our approach to decision-making.

“Overall, the wider ‘Be 100% You Every Day’ strategy has produced great results, including a 15 per cent increase in the number of employees who would recommend Arvato, and a 10 per cent increase in motivation across the business. We’re very proud of this achievement and excited to build on the momentum we’ve created so far, with a number of exciting initiatives in the pipeline.”

Additional successes of the campaign include a 408 per cent increase in participation for Arvato’s employee ‘Pulse’ survey and 71 per cent of employees being aware of all of our various internal comms channels.

Our strategy was also shortlisted for the ‘Best Internal Communications Strategy’ at the HR Excellence Awards in January too.

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  • Address: Arvato CRM Solutions, Phoenix One, 59-63 Farnham Road, Slough SL1 3TN
  • Phone: +44 (0)844 846 0800
  • Email: CRMSE@arvato.co.uk

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