arvato Customer Services company presentation

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arvato Customer Services company presentation

  1. 1. 1 | arvato | May 21, 2013 | arvato Customer Services sales presentationThe Voiceof your companyarvato Customer Services Sales PresentationMay 3, 2013
  2. 2. 2 | arvato | May 21, 2013 | arvato Customer Services sales presentationOverviewWho is arvato? Structure of Bertelsmann SE & Co. KGaA arvato in numbers Strengths arvato competence – integrated services from a single sourcearvato Customer Services arvato Customer Services in numbers Range of services Our industry expertise Network of locations References What you can expect from us
  3. 3. 3 | arvato | May 21, 2013 | arvato Customer Services sales presentationarvato is part of the globalBertelsmann network* Bertelsmann annual report 20126,002 million €1,065 million €11,9312,142 million €325 million €5,7122,218 million €168 million €11,5854,449 million €241 million €63,818RevenuesOperating EBITEmployees1,174 million €60 million €6,380
  4. 4. 4 | arvato | May 21, 2013 | arvato Customer Services sales presentationarvato in numbersRevenue (2012)EUR 4.4 billionEarnings (2012)EUR 241 millionEmployees (2012)Worldwide: 63,818
  5. 5. 5 | arvato | May 21, 2013 | arvato Customer Services sales presentationOverview of arvato’s servicesEurope’s no. 1in customerrelationshipmanagementLeading providerof supply chainmanagementservicesInnovativeclaimsmanagementand risksolutionsLeadingmanufacturer ofDVDs/CDsworldwideIntegrated ITsolutions 150 million consumers served in30 languages 200 million calls per year More than 40 years of experience in runningcustomer loyalty programs arvato ensures that information issent securely and directly tocustomers, and offers effectivesolutions for customercommunication and customerloyalty. The development of customized andsuccessful marketing campaigns,and successful customer loyalty andbonus programs rounds out theCRM portfolio
  6. 6. 6 | arvato | May 21, 2013 | arvato Customer Services sales presentationOverview of arvato’s servicesEurope’s no. 1 incustomerrelationshipmanagementLeadingprovider ofsupply chainmanagementservicesInnovativeclaimsmanagementand risksolutionsLeadingmanufacturer ofDVDs/CDsworldwideIntegrated ITsolutions More than 650 million consignmentsannually 260 million stored objects Repair of more than 2 million cellulardevices annually arvato organizes the worldwidesupply chain of businesses – fromorder entry and warehousemanagement to productpersonalization and financialmanagement In addition, arvato can take care ofall after-sales services – includingproduct repairs and recycling
  7. 7. 7 | arvato | May 21, 2013 | arvato Customer Services sales presentationOverview of arvato’s servicesEurope’s no. 1 incustomerrelationshipmanagementLeading providerof supply chainmanagementservicesInnovativeclaimsmanagementand risksolutionsLeadingmanufacturer ofDVDs/CDsworldwideIntegrated ITsolutions 4 million CDs per day 2.5 million DVDs per day Electronic software distribution platform Provider of integrated servicepackages for the IT/high-tech, video,games and audio industries Full service from replication andfulfillment, distribution/supply chainmanagement and financial servicesto electronic content distribution,supported by innovative end-to-endIT systems
  8. 8. 8 | arvato | May 21, 2013 | arvato Customer Services sales presentationOverview of arvato’s servicesEurope’s no. 1 incustomerrelationshipmanagementLeading providerof supply chainmanagementservicesInnovativeclaimsmanagementand risksolutionsLeadingmanufacturer ofDVDs/CDsworldwideIntegrated ITsolutions 67 million credit checks annually Average response times <0.6 seconds foronline credit check More than EUR 3.2 billion receivablesprocessed through factoring Success-oriented solutions in theareas of billing, credit control andcollection procedures as well asfactoring to increase liquidity Risk-related decisions aresupported with the provision ofcredit rating data and thedevelopment of scorecards
  9. 9. 9 | arvato | May 21, 2013 | arvato Customer Services sales presentationOverview of arvato’s servicesEurope’s no. 1 incustomerrelationshipmanagementLeading providerof supply chainmanagementservicesInnovativeclaimsmanagementand risksolutionsLeadingmanufacturer ofDVDs/CDsworldwideIntegrated ITsolutions Follow-the-sun support (24/7) Support for approx. 38,500 MicrosoftExchange users in 70 countries Security certified in accordance withISO/IEC 27001 Based on more than 30 years ofexperience as a provider of ITservices, arvato’s large data centersoffer customers international andcomprehensive 24-hour service The value chain ranges fromconsulting, concept design,development and implementation tooperation of complex IT systemsand CRM
  10. 10. 10 | arvato | May 21, 2013 | arvato Customer Services sales presentationIntegrated services from a single sourceIntegrated solutions Customer lifecycle support(sales, dialog, solutions) Customer services businessprocess outsourcing (BPO) CRM consulting Online marketing and e-commerce Customer clubs and bonusprograms Target group data, online/offline Data analysis and campaignmanagement SCM design and consulting Content management Procurement/production Customize-to-order Direct-to-distribution Transport and returnsmanagement Sales support services Replacement parts supply Repair services Fulfillment Postage management Lettershop and card production Risk management Credit checks Risk and revenue scoring Billing and rating Payment services Receivables and creditormanagement Process optimization Collection FactoringCustomer CareSupply ChainManagementFinanceIT systems
  11. 11. 11 | arvato | May 21, 2013 | arvato Customer Services sales presentationIntegrated services from a single source – casestudyLeading international telecommunications provider Customer service B2B/B2C (cellphone/landline/DSL) Telemarketing (debit to credit,tariff change, churn prevention) Support for sales partners Landline porting Technical landline faultclearance, 2nd level In- and outbound retention Forward/backward logistics forcellular devices Packaging Repair of cell phones Replacement parts logistics forcustomer network infrastructure Special services/purchaseditems Consumer data managementand fragmenting Pre-litigation and legalprocedures for debt collection Complex receivablesmanagement processes with afocus on customer retention Processing of creditlimit/suspected fraud cases withdata analysis to minimize thesereceivablesCustomer CareSupply ChainManagementFinanceIT SystemsBenefits for our clients Improved customer experience due to efficient service processes Increased quality of service processes Lower costs due to avoidance of contact
  12. 12. 12 | arvato | May 21, 2013 | arvato Customer Services sales presentationOverviewWho is arvato? Structure of Bertelsmann SE & Co. KGaA arvato in numbers Strengths arvato competence – integrated services from a single sourcearvato Customer Services arvato Customer Services in numbers Range of services Our industry expertise Site network References What you can expect from us
  13. 13. 13 | arvato | May 21, 2013 | arvato Customer Services sales presentationarvato Customer Services in numbers More than 85 locations worldwide More than 20,000 service center employees More than 30 service languages More than 150 million end customersserved; more than 300 million calls annually
  14. 14. 14 | arvato | May 21, 2013 | arvato Customer Services sales presentationMultichannelGlobal/multilingual service centerNear-/offshore/on-siteUp-/cross-sellingConsultingB2B/B2CWorkforce managementIT applications (ticket systems, interface integration)Training and qualityActive customer feedback managementBack-office servicesOffice servicesPre-/after salesPayment agreementsHandling of incoming ordersDocument managementCampaign managementMarket analysisBPO servicesBusiness reengineeringE-shop/e-commerceRetentionSocial mediaContract, proposal and license managementInformation servicesCustomer loyalty programsTelesalesUser help deskSales supportRange of servicesService center infrastructure (ACD, dialer, IVR, routing)Data and content managementMaintenance of customer dataTechnical support across all levels, e.g. provision/fault clearancePremium/VIP service
  15. 15. 15 | arvato | May 21, 2013 | arvato Customer Services sales presentationAreas of competenceCustomer servicesAirline/tourismAutomotiveBankingInsuranceRetail and e-commerceEnergyHealth/healthcareITPublic sectorTelecommunicationsReal estate managementcontinue
  16. 16. 16 | arvato | May 21, 2013 | arvato Customer Services sales presentationIndustry descriptionAirline/tourismTraveling is a highly emotional matter; customer loyaltyis therefore especially important in the tourismindustry. Whether it is done with first-class service orthrough innovative products – it is always critical toacquire and retain customers in the long term.To meet the high demands of international marketsand the constantly growing requirements of thecustomer in the best way possible, a capable andexperienced partner is needed that can support thecompany with flexible and customized solutions.Multilingual support and worldwide accessibility allowsus to provide first-class customer service. Campaign management Customer loyalty programs (rewards shopsolutions, rewards booking, membership cards andproduction of mailings, account maintenance) Call center services (reservations, group bookings,ticketing, help desk, special service queries,inbound, outbound) Correspondence management Complaints management More than 20 years of experience in the airline andtourism industry Approx. 1,700 employees at 11 locations in8 countries Support in 13 languagesServicesFactscontinuereturn
  17. 17. 17 | arvato | May 21, 2013 | arvato Customer Services sales presentationCase studyAirline/tourismThe client is among the biggest international airlines, based on the number ofpassengers.Due to the wide variety of partners, the frequent flyer program is one of the mostsuccessful in the world. Handling of customer service activities and supportfor members of the frequent flyer program Handling and centralization of customer feedbackmanagement for customers residing in Germany Management of the frequent flyer program includingflight reservations, customer feedbackmanagement, document and workflow management International service center network with locationsin Germany, the United States, Argentina and India Languages: German, English, French, Spanish,Italian, Portuguese, Serbian, Croatian, JapaneseOur solution Increase in customer satisfaction along withreduction of processing times Standardization of processes Reduced coordination required due to centralmanagement of the international service centerthanks to arvato Greatest variety of partners (airlines, hotels, carrental, etc.) Significant contribution to full utilization of airplanecapacitiesBenefits for our customerscontinuereturn
  18. 18. 18 | arvato | May 21, 2013 | arvato Customer Services sales presentationIndustry descriptionAutomotiveCars are investment goods with a high emotionalinvolvement from the customer, which requires supportfor the customer before, during and after the purchase:from the establishment of contact to maintaining servicecontracts and from the technical hotline to complaintsmanagement. Personalized consideration of theindividual and systemization of the whole: arvatoAutomotive works together with the customer to developperfectly tailored concepts.Intelligent and proven solutions for well-known brands inthe automotive sector form the basis for customized andefficient solutions with cost transparency for yourcompany. The existing platform and infrastructureprovides a high degree of scalability with respect topersonnel capacities, internationality, state-of-the-arttechnology and media.The networked services – a core competence of arvato –guarantee maximum professionalism and quality. Active sales support Marketing of service and maintenance contracts Customer communication process Customer satisfaction survey Dealer satisfaction survey Complaints management Post vehicle handover hotline Technical automotive hotline Administration of service and maintenancecontracts Address and information management Approx. 150 employees Extensive experience in the areas of marketing,logistics, customer satisfaction, customer care,active sales and customer loyaltyServicesFactscontinuereturn
  19. 19. 19 | arvato | May 21, 2013 | arvato Customer Services sales presentationCase studyAutomotiveInternational car manufacturer.One of the top foreign importers in the German market (approx.2.8 million car registrations in 2010). Front- and back-office solutions for the German andFrench service volumes Conversion of what was originally a purelycommercial customer service point into a point ofcontact for complex technical issues Goodwill processing through automated back-officemethods Support of marketing activities via campaignmanagement Lead generation through inbound telephonyOur solution Cooperative development of a primarily technicalknowledge database Improved productivity through processstandardization and accompanying shorter dialogtimes Development of a practical goodwill process fordealers Development of a team dedicated to queries in thearea of electromobilityBenefits for our customerscontinuereturn
  20. 20. 20 | arvato | May 21, 2013 | arvato Customer Services sales presentationIndustry descriptionBankingThe financial market changes daily. Flexible andindividually scalable solutions are therefore necessaryin order to be able to continuously optimize complexprocesses and national and international customercommunication.In markets that are this dynamic, we strive to remainone step ahead at all times. To be able to meet yourindividual needs as well, we have established a centerof excellence specifically for the banking industry. Issuing of account information Execution of stock and securities orders Acceptance and implementation of bank transfers Account openings Deposit handover Opening of fund savings agreements PIN/TAN handling Online banking help desk 700 employees for banking and insuranceServicesFactscontinuereturn
  21. 21. 21 | arvato | May 21, 2013 | arvato Customer Services sales presentationCase studyBankingWorlds biggest stand-alone issuer of credit cards.Globally organized company with matrix structure. With 300 employees, we provide full customerservice for the German and Austrian markets. Thefollowing services are offered from the arvato valuechain: front office, back office, sales, customer win-back, mailing, scanning services and processconsulting Language: GermanOur solution 100% expertise in all relevant processes True partnership rather than a “client-contractor”relationship Change management: arvato is capable ofsuccessfully coping with constantly changingrequirements Constant compliance with contractual SLAs andKPIs Continuous improvement of customer satisfactionsurveys Mitigation of customer migration through good workin customer win-back Support of the client’s “premium” strategy with agood sales unitBenefits for our customerscontinuereturn
  22. 22. 22 | arvato | May 21, 2013 | arvato Customer Services sales presentationIndustry descriptionEnergyDeregulation of the electricity market andaccompanying legal changes present energy supplycompanies with new challenges. An experiencedpartner is essential in order to use these changes asan opportunity and concentrate on your corecompetencies.Our several years of experience in the energy supplymarket, in combination with our knowledge from otherformerly regulated markets, makes us a highlycompetent partner. We offer you all services along thecustomer lifecycle that sustainably and measurablyincrease your success. Inbound Outbound Back office Customer acquisition Campaign management Direct sales Customer service and development Invoicing management Complaints management Customer loyalty and win-back Employees with energy industry expertise availablethroughout Germany Decades of experience in fully integrated servicesServicesFactscontinuereturn
  23. 23. 23 | arvato | May 21, 2013 | arvato Customer Services sales presentationCase studyEnergySupra-regional electric utility company. Front office (in-/outbound) and back office for thesales side/grid side for new and existing customers Sales side: receivables management, maintenanceof bank accounts and mailing addresses, namechanges, changes in discount terms,documentation of meter readings, deferments,payment plan, duplicates, maintenance of positionsupplement, product consulting, change inresidence, resolution of billing matters, resolution ofaccount matters, maintenance of billing recipient,bill corrections, complaints management,preparation of immediate invoices, address changeannouncement, changes in product/supplier,customer win-back Grid side: standard inbound line including callbackson missing documents, back office processes (e.g.invoice cancellation, documentation of meterreadings, general Information, special offers)Our solution Overcome the challenge of processing end-customer queries due to the occurrence of servicedisruptions by readjusting processes Provision of high-quality services via the SAP IS-Usystem by dealing with all issues and by providingdesignated employees Successful introduction of the process inaccordance with the requirements of regulatoryauthorities (e.g. EnWG and GPKE, GeLi Gas, GVV)in the area of customer service Support of the customer in campaigns and inimplementing the requirements of the regulatoryauthorities (e.g. unbundling), which leads tomassive volume increasesBenefits for our customerscontinuereturn
  24. 24. 24 | arvato | May 21, 2013 | arvato Customer Services sales presentationIndustry descriptionHealthcareIn the health market, companies can achieve clearcompetitive advantages with efficient processes andqualified dialog as well as outsourcing.However, the various markets in the healthcareindustry have their own particular rules and laws. It isgood to know that with us, you have a partner at yourside that understands exactly what you need and thatcan grow along with you.Only a truly experienced service provider with aconnection to the entire competence network of arvatocan offer you truly integrated and internationallyscalable solutions.More than 20 years of experience with countlesssuccessful solutions for the top companies in thehealthcare market represents lasting knowledge of theindustry. Inbound and outbound for the healthcare industry Patient relationship management programs Integrated supply management Multichannel sales organization (virtual sales force,e-detailing, etc.) Customer surveys Market research Logistics for documents, prescriptions and samples Trust Center Approx. 300 employees ISO-9001 certified; EN-15838 certified Extensive experience in pharmaceutical logisticsServicesFactscontinuereturn
  25. 25. 25 | arvato | May 21, 2013 | arvato Customer Services sales presentationCase studyHealthcareA leading mail order pharmacy in the German market.Supply of private consumers and institutions (retirement homes, hospitals) with avolume of approximately 12,000 orders daily. Based on the advice and guidance from arvatoHealthcare, the client implemented the followingmeasures: Reorganization of processes and departmentalstructures with customer contact withconsideration for interfaces to the online shop,merchandise management system andpharmaceutical consulting program Optimization of the supervision and personnelmanagement of almost 280 on-site serviceemployees Restructuring of forward and reverse logisticsincluding final pharmaceutical inspection ofshipmentsOur solution Improvement of employee productivity by about 20percent through recommendations for processoptimization and institution of clear departmentalresponsibilities Thanks to arvato’s practical advice, the client is ableto model all structures more efficientlyBenefits for our customerscontinuereturn
  26. 26. 26 | arvato | May 21, 2013 | arvato Customer Services sales presentationIndustry descriptionRetail and e-commerceFor years, the e-commerce market has beencharacterized by dynamic growth and is consideredthe market of the future for many companies in a widerange of sectors.arvato possesses many years of experience inestablishing and developing national and internationale-commerce businesses.Depending on the need, arvato is your capable point ofcontact for individual elements or complete Internet-based sales. As a full-service provider we offer allservices from a single source, from the order toshipping and after-sales service of the merchandise,as well as financial processing of the transaction. E-commerce solutions from a single source Webshop Shop and content management Web design Content production Multichannel management Financial services Logistics Customer service CRM Approx. 500 employees Certified service center Unique presentation of your Internet-based sales One-stop shoppingServicesFactscontinuereturn
  27. 27. 27 | arvato | May 21, 2013 | arvato Customer Services sales presentationCase studyRetail and e-commerceLeading casual lifestyle brand in the European market. There are currently 1,000branch stores and shop-in-stores worldwide.Since April 2010, customers in Germany, Austria and the Netherlands have beenable to buy even more conveniently from the online shop. Full-service back end from a single source with acentral point of contact Integrated IT system for maximum transparency Efficient warehousing, reliable distribution, activereturns management Integrated check of payment method and onlineaddress validation Processing of payments and claims management Customer service with specially trained servicecenter representativesOur solution Fast processing of all orders, returns and paymentprocesses Support of the multilingual customer service»We were won over by arvato’s comprehensive ITand logistics expertise, the excellent quality of theservice provider, the flexibility and the internationalinfrastructure as well as by the competence ofarvato in the areas of CRM and multichannelmanagement.«Chief Operating Officer of the client firmBenefits for our customerscontinuereturn
  28. 28. 28 | arvato | May 21, 2013 | arvato Customer Services sales presentationIndustry descriptionReal estate managementThe real estate market has a highly complex structure,which means that many processes cannot yet beautomated to run efficiently.Due to demographic developments, however, it isincreasingly important to retain commercial and privaterental clients long-term as satisfied customers.arvato offers the best possible starting point in thisarea: From analysis of the current condition andderiving a course of action to its implementation,arvato creates clear competitive advantages for youwhile reducing your administrative costs. If required,we can be there for your tenants around-the-clock,administer your contracts or clarify open questions withone of your repair partners, in both the B2C and B2Benvironment. Inbound Outbound Back office Contract management Sales support Ticket systems Extensive experience in serving B2B and B2Ctenants Profound know-how in the development andimplementation of central customer contact centersto improve customer satisfactionServicesFactscontinuereturn
  29. 29. 29 | arvato | May 21, 2013 | arvato Customer Services sales presentationCase studyReal estate managementOne of the first and leading providers of invoicing services, operating in Germany formore than 50 years and represented in an additional 24 countries.Documentation and calculation of the individual energy consumption of11 million units worldwide. Acceptance of incoming calls on the tenant andlandlord hotline for commercial customers Compilation of customer database Recording of customer concerns Forwarding of concerns to the client for furtheraction Depiction of other matters, e.g. energy performancecertificate, readings and service requestsOur solution The new hotline is appreciated enormously by ourclient’s commercial customers Due to the success and high customer satisfaction,further expansion of 1st-level support final input aswell as direct SAP access is plannedBenefits for our customerscontinuereturn
  30. 30. 30 | arvato | May 21, 2013 | arvato Customer Services sales presentationIndustry descriptionITIn the international IT market with its rapid rate ofinnovation and high growth rates as well as strongdiversification in products and services, premiumcustomer service is an important factor in customersatisfaction and competitive advantage.Your customers expect fast, competent handling oftheir requests, constant accessibility and a solution toproblems on the first try. And they expect all this to beprovided internationally, worldwide and at a first-classlevel.With arvato, you have a service provider at your sidethat has set the customer communication standard inthe market for more than 20 years and in 30 languagesduring countless projects for top companies in the ITsector. BPO B2B services B2C customer services Technical support Partner programs Loyalty programs Inbound Outbound Sales support Approx. 2,000 employees International network with 40 locations worldwide Multilingual competence: more than 30 languages Extensive experience in end-customer logisticsServicesFactscontinuereturn
  31. 31. 31 | arvato | May 21, 2013 | arvato Customer Services sales presentationCase studyIT Support of partners and commercial customers inEurope, North America and Asia Customer service along the customer lifecycle (pre-sales, lead generation, dialogue, post-sales,product and license consulting, retention) Technical support for customer loyalty programs Implementation and monitoring of financialtransactions in EMEA in 27 currencies withconsideration of various tax regulations Management of logistics services including customsand freight costs Operation of technical infrastructure and datamanagement License consulting and sales lead managementOur solution Reduced process costs thanks to consolidation andprocess optimization Reduction of time-to-market allows greater flexibility Verifiable improvement in customer loyalty (>75% ofcustomers are highly satisfied)Benefits for our customersLeading multinational manufacturer of software and hardware products.More than 93,000 employees worldwide with annual revenue ofUSD 69 billion.continuereturn
  32. 32. 32 | arvato | May 21, 2013 | arvato Customer Services sales presentationIndustry descriptionPublic sectorPublic institutions are currently experiencing upheaval.In addition to providing high-quality and lawfuladministrative services, they have to develop andimplement more effective structures and procedures.Modernized administration is aimed at enhancing theservices provided, accelerating procedures, fulfillingtasks in an economical manner, reducing bureaucracyand increasing mobility as well as job satisfactionamong administrative employees.A trailblazing response to these challenges can befound in the modernization of public administration withmodern models of management and e-government.With its integrated solutions, arvato helps makeadministrative business processes more effective andefficient. In doing so, arvato combines extensive,longstanding experience from the private sector withthe special requirements of the public sector. Handling of requests submitted by telephone and inwriting Information and service hotlines Provision of information Contract management Integration of social media Services for the public Paperless administration Service center Printing and mailing Preparatory processing Approx. 2,700 employees (as of 2012) Many years of experience in supporting publicpartners Projects throughout Europe for public clients,including sensitive areas (e.g. emergency calls)ServicesFactscontinuereturn
  33. 33. 33 | arvato | May 21, 2013 | arvato Customer Services sales presentationCase studyPublic sectorState chancellery of the Premier of the state of North Rhine-Westphalia, with itsprincipal office in Düsseldorf.Policymaking for around 18 million residents with 11 current state ministries.Since 2000: Demonstration of the high priority placed on dialog with citizens via aservice center specifically for the state chancellery. Content-related service hotlines and handling of e-mails for project partners from the departments Technical support for state government Internetplatforms Dispatching of general citizen concerns regardingvarious state government issues Takeover of telephone centers and brochureservices for various ministriesOur solution Use of the state government’s citizen and servicecenters as a shared service center – handling ofprojects of all state departments and the statechancellery Since June 30, 2009, highly-qualified citizenadvisers – now numbering 16 – have been workingfor the Premier Monthly receipt of queries through all media:approx. 24,000 calls, approx. 1,900 e-mails, approx.275 faxes and letters and approx. 100,000 ordersfor brochures Eighty percent of all incoming contacts areprocessed to conclusion during the first contact Management of 50 current projects through theshared service centerBenefits for our customerscontinuereturn
  34. 34. 34 | arvato | May 21, 2013 | arvato Customer Services sales presentationIndustry descriptionTelecommunicationsThe telecommunications sector is one of the leadingsectors when it comes to outsourcing customer serviceto external partners.Excellent customer service and processing ofextremely high contact volumes can only be realized ina cost-conscious way with the support of a partner whohas a core competence in this area.arvato has by now become the leading service partnerin the telecommunications sector. Thanks to ourexperience we are familiar with every processconnected with customer service and we knowprecisely how it should be set up. As a result, we canhelp companies boost efficiency and discover potentialsavings. Inbound Outbound Back office Support of sales partners 1st-/2nd-/3rd-level support Social media and service community support Process and knowledge management Order entry and processing Customer support Acquisition and activation of prospective customers Retention Customer win-back, cross-/upselling Telephone claims management More than 11,000 employees Longstanding, solid experience in thetelecommunications sectorServicesFactscontinuereturn
  35. 35. 35 | arvato | May 21, 2013 | arvato Customer Services sales presentationCase studyTelecommunicationsThe client offers its customers everything from a single source: landline and mobilecommunications, DSL, mobile Internet and IPTV.Along with about 23.7 million landline connections (as of Q3/2011), there are around12.2 million DSL connections. Added to this are more than 34.9 million mobilecommunications customers. Front- and back-office solutions for privatecustomers, business customers and retailers in thelandline and mobile communications area Service provided by 1,400 employees at6 locations Wide-ranging service portfolio for the entirecustomer lifecycle:Customer acquisition and development through up-and cross-selling, customer service (1st and 2ndlevel as well as technical support) and customerwin-backOur solution Takeover of complex and sensitive areas (e.g.support for indirect sales, business customers, keyend customers) Realization of cost reductions through reduction ofprocess steps Greater value retention in sales and marketing Maximum flexibility during fluctuations in volume Successful integration of operations and employeesthat have been taken overBenefits for our customerscontinuereturn
  36. 36. 36 | arvato | May 21, 2013 | arvato Customer Services sales presentationIndustry descriptionInsuranceExcellent service and high customer demands definethe insurance business.Insurance companies in particular convey trust. It isimportant here to carefully develop customerrelationships and consistently maintain them. We willreadily support you here with qualified and service-oriented front- and back-office services. Support of prospective and existing customers Implementation of welcome calls Processing of customer complaints and claims Customer win-back Arrangement of appointments Cross- and upselling Management of incoming mail and returns Documentation and processing of applications Documentation of identification Processing invoices Active dunning follow-up Approx. 700 employees for banks and insurancecompaniesServicesFactscontinuereturn
  37. 37. 37 | arvato | May 21, 2013 | arvato Customer Services sales presentationCase studyInsurancePublic insurance companies and other customers from the insurance sector andbuilding and loan associations. Development, operation and enhancement of aproprietary benefits administration system Service center as part of processing Riesterbenefits applications Printing and mailing of individualized benefitsapplications Documentation of returned applications Data transmission to ZfA/the vendor Digital archiving of images Language: GermanOur solution Enhancement and maintenance of the proprietarybenefits administration system Consideration of constantly changing legalrequirements Synchronization of various client interests on astandardized IT platform Contract portfolio represents >12% of the totalRiester contract volume in Germany Significant cost reduction through bundling processvolumesBenefits for our customerscontinuereturn
  38. 38. 38 | arvato | May 21, 2013 | arvato Customer Services sales presentationGlobal service center networkMore than 85 locationsworldwide in Europe, NorthAmerica, South America,Africa and AsiaSingapurKitchenerTorontoValenciaMonterreyLimaBuenos AiresDublinChesterfieldEast RidingLiverpoolSeftonTwickenhamCasablancaMarrakeschBarcelonaJerez de la FronteraMadridSalamancaSevillaZaragozaAngoulêmeChaumontDouaiDunkerqueLaxouLe HavreLensMarcq en BarœulMetzPoitiersSt. OmerTroyesTulleVendin-le-VieilBrünnTallinnAbcoudeVenloKoninPosenStettinBergamoCernuscoMailandIstanbulElazigBrasovSibiuReno27 Standorte inDeutschlandYakimaPekingShanghaiJiadingManilaMumbaiNanchangShenzhenBogotáBucaramangaFargoNeu-Delhi
  39. 39. 39 | arvato | May 21, 2013 | arvato Customer Services sales presentationNational locations24 locations throughout GermanyMore than 11,000 employeesMore than 9,000 workplacesStralsundRostockSchwerinWilhelmshavenMünsterGüterslohDortmundDuisburgErfurtChemnitzSenftenbergCottbusBerlinPotsdamBrandenburgNeubrandenburgEiweilerKornwestheimDüsseldorfSchwedtEssenDelmenhorstMeerbuschHamburgMonheimHarsewinkelLeipzig
  40. 40. 40 | arvato | May 21, 2013 | arvato Customer Services sales presentationReferencesThese customers rely on us
  41. 41. 41 | arvato | May 21, 2013 | arvato Customer Services sales presentationWhat you can expect from usAs a matter of courseCollaborative teamworkIn additionFinancial stability as part of Bertelsmann AGSuperior qualityFocus on the satisfaction of the client and customerSticking to budgets and schedulesProtection of data privacyStrong identification with the clientSocial responsibilityImplementation of the Bertelsmann Code of ConductIntegrated process solutionsInnovative business modelsCustomized adaptation to the organization of our clients
  42. 42. 42 | arvato | May 21, 2013 | arvato Customer Services sales presentationThank youfor your attention

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