Business process outsourcing provider Arvato has expanded its award-winning partnership with a leading car brand, securing a new three-year contract to deliver the manufacturer’s back-office customer service in the UK and Ireland.
Arvato, which has operated front-office customer services for the automotive brands since 2011, will now handle all customer complaints across telephone, email, web chat, SMS and social media.
The new contract will see the partnership more than double in size, with over 50 employees set to TUPE transfer to Arvato. The work will be delivered in-house from it’s UK headquarters.
The partnership has helped the automotive group to grow its UK market share to 4.5 per cent, with new car sales up 12.5 per cent year-on-year in 2016. This has been achieved by providing outstanding customer service and introducing new technology to develop new commercial opportunities, including web-chat which now delivers 60 per cent of all new vehicle leads via contact centres.
The partners were also named winners in the ‘Outsourcing Partnership of the Year’ category at the 2015 European Contact Centre and Customer Service Awards for delivering excellent customer service and engagement, whilst also achieving five per cent year-on-year cost savings for the brand. Internationally, Arvato supports the manufacturer as a strategic partner across a range of front and back-office functions in countries including France, Spain, Germany, Italy and India.
Debra Maxwell, CEO, CRM Solutions, Arvato UK & Ireland, said: “We’re excited to extend Arvato’s successful relationship with the company, applying our expertise in customer relationship management for the automotive industry to further develop our long term, flexible and successful partnership.”
“Protecting market share and boosting average revenue per customer will be critical for automotive manufacturers moving forward, so providing an outstanding customer experience is now an important differentiator.”
Arvato, part of the Bertelsmann group, is one of the world’s leading business outsourcing companies. It delivers customer experience programmes for leading international businesses in the UK and Ireland, such as BMW, Harley Davidson and Texaco and a range of public sector clients.