Welcome to Arvato’s customer service business update

We hope you enjoy this edition of the newsletter

New Arvato white paper – ‘Accelerating the customer experience: how automotive brands can create a 360-degree view of the customer’

We have published a report to provide tips and strategies to help automotive manufacturers understand how they can gain a 360-degree view of their customers, to be able to track and understand their behaviours, to make sure they don’t miss sales and retention opportunities.

The onset of the digital age has changed the way customers shop and engage with businesses. One person will use multiple devices throughout their car purchase. This means it’s crucial for automotive brands to create a ‘single view of the customer’ to give their customer service representatives the knowledge and tools to provide accurate, responsive and personalised service throughout the buyer journey. But in an era of data overload, this can be hard to achieve!

Did you know?

• Companies currently support an average of eleven communication channels
• Premium car customers have 25% more interactions in the buying cycle
• Car buyers switch an average of four times between online and offline channels
• But only 8% of organisations believe all their customer contact channels are connected.

To ensure automotive manufacturers don’t get left in the slow lane when it comes to understanding their customers, our guide focusses on:

• The importance of customer service as a key differentiator, with more competition and vehicles becoming more commoditised
• How to create a single view of the customer, including technology, processes and people, in order to provide the best possible customer experience to make them feel unique and valued
• How the use of new technologies like artificial intelligence can support a more proactive approach to customer service

Parham Saebi, Head of Client Relations, Arvato CRM Solutions UK said, “Omnichannel and the single view of the customer offer is an added layer of customer engagement, and the opportunity to transform the experience, adding value to both customers and the business.”

You can get your free copy of our white paper here.

Arvato employees challenge each other in football tournament to raise money for charity

At the end of June, our employees from our Slough and local client sites organised and competed in a football tournament, raising over £250 for both MacMillan Cancer Support and local charity, Phyllis Tuckwell Hospice.

The competition took place on a weekend at the Herschel Sports Centre in Slough and saw four teams compete from across our retail, automotive and public sector client teams. Two 7-a-side games took place simultaneously and the teams with the highest points went on to battle it out in the subsequent rounds.

The final saw employees from two of our car automotive brands go head to head, with the team from a premium German automotive manufacturer triumphing, scoring three goals to two! Each player received a certificate and trophy for their involvement, and the winners won £200 of LeisureVouchers to get together for a team building activity.

The money raised will support MacMillan to help patients with cancer by providing physical, financial and emotional support, and also Phyllis Tuckwell Hospice to care for terminally ill people and their families throughout West Surrey and part of North East Hampshire.

Rockie Butteling, Quality Assurance Specialist and Charity Champion, said, “The football charity match was a huge success and it was great turnout. While it was competitive, there was also a friendly and positive atmosphere throughout the day. I’m looking forward to the next football charity match and hopefully my team wins next time round!”

Congratulations to the employees who organised this event themselves and also thank you to Pavitar Virdy (Operations Manager) and Jawaad Ansari (Training Specialist) who refereed the matches.

If you’d like to make a donation, please visit our JustGiving page here.

Arvato CRM Solutions UK launches fresh new website

Following the sale of the global Arvato CRM business (now our sister company, Majorel) earlier this year, all of the Arvato solution groups – Arvato Financial Solutions, Arvato Supply Chain Management and Arvato Systems – have been creating their own global websites.

Over the past six months, we have been developing our new website that really reflects what we do in the UK.

If you take a peak, you’ll see that as well as updating the look and feel and making the navigation simpler we’ve also refreshed the content to improve the user experience. This is to make it more specific to our target markets and their challenges and to clearly demonstrate why we’re different – driven by technology, differentiated by experience and powered by our people.

We’ve also highlighted our unique proposition of having global stability through being part of the Bertelsmann family, a partnership with Majorel, in-depth industry expertise and through our wider Arvato network our knowledge and experience that spans across the whole customer journey.

You can also check out the new chat bot feature, some of our employees on the careers page videos, client case studies and white papers, to learn more about the trends and technologies disrupting both customer services and the public sector.

Click here to visit the new site, and we’d love to hear from you if you have any feedback!

Proof Points

We process over 240,000 same day finance applications annually for a premium car manufacturer

We handle over 1 million customer contacts every year for a high street retailer, across telephone, email, social media web chat and Whatsapp

We offer digital services to our clients

In the first ten months of establishing a new social media customer service solution for an automotive brand, our team processed over 40,000 posts

Our Contact Details

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

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