Welcome to Arvato’s customer service business update

We hope you enjoy this edition of the newsletter

Arvato successfully delivers business continuity to support clients during COVID-19

Our business continuity management system (BCMS) has effectively supported and ensured the stability of prioritised services for our clients, during an unprecedented and challenging period. Our agile response to the COVID-19 pandemic was underpinned by collaboratively working with our clients and the resiliency of our employees, who have adapted to new ways of working for a prolonged period of time, outside of their normal contact centre working environment. This was a great team effort.

Our Strategic Incident Management Team, chaired by CEO, Debra Maxwell, has coordinated our company’s response to mitigate the impacts and risks to our clients and employees, alongside the ever-evolving national situation and changes in Government guidelines.

“Our clients trust us to provide critical services for their customers on their behalf and an effective, joined-up strategy for business resilience is essential in ensuring they receive a seamless and consistently compliant service, no matter what the situation” said Paul Jones, Head of Resilience & Continuity at Arvato CRM Solutions. “The organisation’s quick response to the emerging threat was testament to the importance our senior management has placed on resiliency by design, with business continuity embedded within our culture.”

The leadership teams within our business are continuing to work collaboratively to maintain and improve our organisational resiliency, to ensure we can respond as effectively to future risks and events.

Arvato explores the future of the automotive industry at forum led by Quentin Willson 

Arvato’s automotive experts and organisations from the industry came together to discuss how businesses across the sector are preparing for future challenges at the latest ArvatoTalks event.

Led by motoring journalist, producer and TV presenter, Quentin Willson, ‘Transforming customer experience in automotive’ provided a platform for the industry to discuss how it should best approach a number of key issues, from adapting business models to meet the Government’s 2035 target to ban petrol, diesel and hybrid vehicles, to working with disruptor brands as we move towards the era of the connected car.

Experts from Arvato joined a host of key industry players from BMW, Mazda, Enterprise, the AA, the RAC, Pendragon, Wesleyan Insurance, Mobilise, Eckoh, the Rialto Consultancy and the UK Contact Centre Forum (UKCCF).

Quentin, who is also a renowned industry campaigner, delivered a keynote on the future of electrification, the challenges brands will face and the new opportunities that will present themselves in aftercare and upselling new services to customers, before leading three round table discussions with the attendees.

The exclusive event was the third instalment of the ArvatoTalks series, following ‘Customer service in the age of automation’ held in September 2018.

David Morton, Sales and Solutions Director, Arvato CRM Solutions, said: “The onset of electrification, the introduction of new market players and advances in the connected car are paving the way for a revolution in service delivery and subsequently, how consumers will interact with not only automotive brands, but businesses across the customer supply chain.

“It was clear from the dialogue that we’re all committed to the same thing – ensuring we continue to improve services for customers and adapt our models to meet their needs. The challenges the sector faces can’t be tackled by one individual, business or industry body, we must work together. Thanks to all our attendees and we look forward to our next event.”

You can read the write up report here

Arvato launches new automotive marketing campaign and report – ‘The countdown to 2035: Preparing the industry for the electric vehicle take over’

This month we’ve expanded ArvatoTalks to include our new always-on marketing campaigns, which also incorporate our event series and a content hub that will be home to all of our new industry-specific content going forward – www.arvato.co.uk/arvatotalks.

ArvatoTalks explores the key trends and issues transforming industries across the UK through the eyes of the experts. As part of each campaign we will create a report, which will share exclusive insight from sector leaders, to help you understand new and disruptive landscapes, and equip you with the knowledge you need to deliver more for your customers.

To kick us off we’re starting with the automotive sector.

As you may be aware, the sector faces a once in a generation transformation, with the Government’s ban on petrol, diesel and hybrid car sales by 2035. But is the automotive industry really ready to embrace this pivotal moment?

In our new report, we’ve asked four leading experts what the journey and transition to electric vehicles (EVs) currently looks like. Alongside award-winning motor journalist Quentin Willson, we’ve teamed up with leaders from LKQ Euro Car Parts, The AA and Lloyds Banking Group to hear their insights.

‘The countdown to 2035: Preparing the industry for the electric vehicle take over’ report investigates:

  • the challenges businesses are facing, from infrastructure to financing
  • the opportunities presented by the growth in adoption levels – the possibilities of the connected car and disruptive ownership models
  • what the shift to electric vehicles will mean for customer experience

David Morton, Sales and Solutions Director, Arvato CRM Solutions, said, “As businesses adapt to meet these changes in consumer demand, customer experience will have a vital role to play in taking drivers on their electric vehicles (EV) journey, building loyalty and creating revenue. Delivering consistent, personalised experiences for customers, driven by the wealth of data generated by traditional channels and new EV touchpoints, will be key to this and Arvato will be instrumental in supporting our automotive clients through this change.”

If you’re interested in this topic keep your eyes peeled, as we’ll be regularly posting new blogs on to our content hub and will we’ll be launching a retail campaign later in the year too.

You can read the new automotive report here.

Dynamic image of female overlay-ed with with iconography representing automation

Fremantle partners with Arvato to deliver financial automation drive

We’ve secured a two-year agreement with Fremantle to use automation technology to transform the media company’s finance department.

The collaboration will see Arvato roll out its ProcessAutomate solution, which combines the business’s media sector expertise with robotic process automation (RPA) technology, to deliver an end-to-end managed service agreement for Fremantle. This will include the set-up, optimisation, maintenance, monitoring and reporting.

Headquartered in London, Fremantle is one of the largest and most successful creators, producers and distributors of scripted and unscripted content in the world. From Got Talent to My Brilliant Friend, The X Factor to The Young Pope, Idols to American Gods, The Price is Right to The Apprentice and Neighbours – they are behind the world’s most-loved and most-watched shows.

The agreement follows a successful pilot for two of Fremantle’s financial reporting processes, which cut the time required to produce hedging analysis for the London based divisions and monthly producer share reports for each of the 30 territories in the company’s network by 82% and 99% respectively. This will result in saving the business over 300 hours per year in manually processing reporting data on these two processes alone.

Fremantle says the introduction of automation technology, which will also ensure 100 per cent accuracy, will play a key role in helping it leverage innovation to streamline the data gathering and analysis process.

Andrew Bott, CFO at Fremantle said: “Our partnership with Arvato will play a central role in transforming our financial services operations. Our people sit at the heart of what we do and this technology will not only help us in streamlining our reporting processes, but give hours back to our teams by removing the burden of data gathering. The pilot project produced significant results for our business and so we’re looking forward to working with Arvato to explore more processes and making further improvements.”

Debra Maxwell, CEO at Arvato CRM Solutions, said: “Businesses are focusing on how they can deliver big gains in productivity by making small, incremental changes to their operations. Technology is providing the answer and our partnership with Fremantle shows how a managed RPA service with the right partner can transform back office processes, without the need for infrastructure investment. We’re excited to see the efficiencies we can deliver in other areas of the business.”

Proof Points

Our employees raised more than £11,500 last year, through fundraising, volunteering and support for Macmillan Cancer Support, Mind and other local charities

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

We’ve been named as a finalist for four All About School Leaver Awards for ‘Top Employer – IT & Technology’, ‘Best Intermediate Apprenticeship’, ‘Top Employer – Medium-sized School Leaver Intake’, and ‘The Diversity & Inclusion Award’

Our Contact Details

  • 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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