This quarterly update is designed for our customer experience clients and partners. It covers latest partnership developments and wider Arvato news.
Explore the future of customer service at exclusive Arvato event
Everybody is talking about automation and how it’s transforming businesses, creating new efficiencies and enhancing customer experience. So you won’t be surprised to hear that we’ve got a view on it.
On Wednesday 25th April, we’re hosting a one day conference in London, ‘Customer service in the age of automation’ which will gather a pool of customer service and automation experts to discuss:
- how automation and artificial intelligence will shape our world in 2028
- how RPA works, how you can implement it and the benefits the technology offers
- how to use agent augmentation to enhance your employee and customer service performance
- how artificial intelligence will change customer interactions, using cognition to understand and apply customer’s preferences in real time.
New Arvato white paper – ‘Four customer service strategies for survival in the era of the connected car’
The sector is going through what is arguably the greatest period of transformation since it was formed at the end of the 19th century. There is no doubt the evolution towards electric vehicles (EV), autonomous vehicles (AVs) and mobility-as-a-service (MaaS) will fundamentally change the way customers experience mobility in the future.
Original equipment manufacturers (OEMs), who already have the existing relationship with the customer, are well placed to remain at the centre of the industry and capitalise on the new revenue streams the vehicle technology will provide – which are estimated at approximately $1.5 trillion by 2030 (McKinsey 2016). But the time to act is now. Those that don’t risk being left behind.
Learning from our experience of working with over 20 car manufacturers globally across their customer journey, our white paper outlines four strategies that businesses can implement to deliver outstanding customer experiences that add value and build loyalty with consumers.
Together with using new technology, such as artificial intelligence and chat bots to provide an always-on customer service, we outline that manufacturers must focus on capturing consumer data from the vehicles, optimising the purchase journey from initial research to aftersales and building a strong partner network.
Debra Maxwell, CEO, CRM Solutions, Arvato UK & Ireland, said: “Vehicle manufacturers have an opportunity to place themselves at the centre of a marketplace larger than anything they previously envisaged, but only if they proactively move closer to the consumer.
“They must put customers at the heart of their digital transformation by using the data they capture to build value and loyalty by providing the highest levels of personalisation.”
You can get your free copy of our new report here.
Arvato shared service centre scoops national customer service award
Our customer service team from the Swansea shared service centre has won the ‘Customer Engagement’ accolade at the 2018 Welsh Contact Centre Awards, following a record year for customer satisfaction.
The 30-strong helpdesk, which acts as the first point of contact for 22,500 civil servants working across the UK for the Department for Transport (DfT) and its executive agencies, achieved a 98 per cent customer satisfaction score against a target of 85 per cent in 2017. The team handled 120,000 enquiries last year and reduced average call waiting times to less than five seconds.
The awards, which took place at the Wales Millennium Centre in Cardiff on Friday, 9th March, recognise the achievements of organisations across the Welsh contact centre and shared services industry. The Customer Engagement category rewards the delivery of exceptional levels of customer service.
Mathew Copp, Operations Director Central Government, CRM Solutions UK & Ireland at Arvato, said: “Our Swansea centre is providing a fully standardised, back-office service for the DfT and its executive agencies for the first time in the department’s history and this award is testament to the hard work and commitment of our customer service team.
“Our goal is to help civil servants devote more time to meeting the needs of people up and down the country, and working their feedback into a new ’10 steps to excellence’ programme has helped us enhance the services we provide. We look forward to delivering further improvements in the years ahead.”
Our customer service team in Swansea has also been confirmed a finalist at the Welsh Business Awards in the Commitment to Customer Service category. The awards, which were held at City Hall, Cardiff on Thursday 8th March, are supported by the South Wales Chamber of Commerce and aim to recognise the very best from businesses across Wales.
Arvato employees raise over £30k to support The Prince’s Trust and other local charities in 2017
Overall, we have donated £34,248.15 to The Prince’s Trust in 2017, which will go towards supporting disadvantaged young people in the UK, with a specific focus on the local areas around our sites across the UK, to support the young people within that community.
Tough Mudder was once again the highlight of our fundraising activities, where 18 people participated in the extremely challenging obstacle course and raised £2,395.00 for the charity. As well as raising these funds, Tough Mudder was a great opportunity for our employees to meet new colleagues on other sites and practice team work to overcome obstacles – literally.
We have also been involved in developing young people’s employability skills and helping them get into work. 30 employees have helped deliver one day workshops for the Prince’s Trust, reaching 73 unemployed young people in total with CV writing, interview and presentation skills.
“Arvato continues to be one of The Trust’s key supporters within the technology industry and enables us to keep doing life-changing work with some of the UK’s most disadvantaged youths. We are incredibly proud of all that we have achieved together and look forward to giving even more young people a bright future and making a real difference in the communities we both serve.
“Over the last five years Arvato has invested time, energy and vital funds into The Prince’s Trust, enabling many hundreds of young people to build skills, gain confidence and get jobs.
Thank you so much – we couldn’t have achieved as much without you and I look forward to an even bigger and better 2018!” Fadzai Dzimwasha, Account Manager at The Prince’s Trust.
In addition, numerous Arvato colleagues raised funds for their chosen local charities. Highlights included raising £1,500 in Slough for local three-year-old boy, Reuben, who is currently fighting a rare form of cancer known as Neuroblastoma, which will go towards treatment that is currently not available in the UK; £1020.22 raised for the victims of the Grenfell Tower fire disaster through a ‘diversity day’ in Slough; nine colleagues took part in the 2017 Swansea Half Marathon and raised £340 for The British Red Cross in memory of late colleague; colleagues in Chesterfield got involved with the Chesterfield Medieval Market, raising money for local charity Bluebell Wood.
Did you know?
We are in five continents, speak 35+ languages, across 100+ sites, in 27 countries, employing more than 44,000 people and have five research and development centres
UK top employer
We’ve been named as one of the UK’s top 100 employers for school and college leavers by All About School Leavers
$140,000 of savings
Our robotic process automation solution, ProcessAutomate has reduced average handling time by 90%, resulting in $140,000 of savings for our global technology client
Arvato UK & Ireland and Bertelsmann news
Arvato named as one of the world’s best outsourcing partners
We’ve been named in the ‘Leader’ category of the 2018 Global Outsourcing 100 list by IAOP – the International Association of Outsourcing Professionals – for the second year in a row.
Bertelsmann joins forces with Google and Udacity to fund 15,000 Data Science Scholarships
Our parent company Bertelsmann continues to advocate for the training of IT talent. The international media, services and education company is now inviting interested parties to apply for its “Udacity Data Science Scholarship Program,” in which the company will fund 15,000 three-month Udacity online courses in descriptive statistics.
Outsourcing Index shows private sector market outsourcing reached three-year high in 2017
Outsourcing spend across the private sector soared to a three-year high last year, as businesses signed contracts worth £4.93 billion, according to the latest Arvato Outsourcing Index.