Welcome to Arvato’s customer service business update

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

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.”