SlideShare a Scribd company logo
1 of 42
1 | arvato | May 21, 2013 | arvato Customer Services sales presentation
The Voice
of your company
arvato Customer Services Sales Presentation
May 3, 2013
2 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Overview
Who is arvato?
 Structure of Bertelsmann SE & Co. KGaA
 arvato in numbers
 Strengths
 arvato competence – integrated services from a single source
arvato Customer Services
 arvato Customer Services in numbers
 Range of services
 Our industry expertise
 Network of locations
 References
 What you can expect from us
3 | arvato | May 21, 2013 | arvato Customer Services sales presentation
arvato is part of the global
Bertelsmann network
* Bertelsmann annual report 2012
6,002 million €
1,065 million €
11,931
2,142 million €
325 million €
5,712
2,218 million €
168 million €
11,585
4,449 million €
241 million €
63,818
Revenues
Operating EBIT
Employees
1,174 million €
60 million €
6,380
4 | arvato | May 21, 2013 | arvato Customer Services sales presentation
arvato in numbers
Revenue (2012)
EUR 4.4 billion
Earnings (2012)
EUR 241 million
Employees (2012)
Worldwide: 63,818
5 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Overview of arvato’s services
Europe’s no. 1
in customer
relationship
management
Leading provider
of supply chain
management
services
Innovative
claims
management
and risk
solutions
Leading
manufacturer of
DVDs/CDs
worldwide
Integrated IT
solutions
 150 million consumers served in
30 languages
 200 million calls per year
 More than 40 years of experience in running
customer loyalty programs
 arvato ensures that information is
sent securely and directly to
customers, and offers effective
solutions for customer
communication and customer
loyalty.
 The development of customized and
successful marketing campaigns,
and successful customer loyalty and
bonus programs rounds out the
CRM portfolio
6 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Overview of arvato’s services
Europe’s no. 1 in
customer
relationship
management
Leading
provider of
supply chain
management
services
Innovative
claims
management
and risk
solutions
Leading
manufacturer of
DVDs/CDs
worldwide
Integrated IT
solutions
 More than 650 million consignments
annually
 260 million stored objects
 Repair of more than 2 million cellular
devices annually
 arvato organizes the worldwide
supply chain of businesses – from
order entry and warehouse
management to product
personalization and financial
management
 In addition, arvato can take care of
all after-sales services – including
product repairs and recycling
7 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Overview of arvato’s services
Europe’s no. 1 in
customer
relationship
management
Leading provider
of supply chain
management
services
Innovative
claims
management
and risk
solutions
Leading
manufacturer of
DVDs/CDs
worldwide
Integrated IT
solutions
 4 million CDs per day
 2.5 million DVDs per day
 Electronic software distribution platform
 Provider of integrated service
packages for the IT/high-tech, video,
games and audio industries
 Full service from replication and
fulfillment, distribution/supply chain
management and financial services
to electronic content distribution,
supported by innovative end-to-end
IT systems
8 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Overview of arvato’s services
Europe’s no. 1 in
customer
relationship
management
Leading provider
of supply chain
management
services
Innovative
claims
management
and risk
solutions
Leading
manufacturer of
DVDs/CDs
worldwide
Integrated IT
solutions
 67 million credit checks annually
 Average response times <0.6 seconds for
online credit check
 More than EUR 3.2 billion receivables
processed through factoring
 Success-oriented solutions in the
areas of billing, credit control and
collection procedures as well as
factoring to increase liquidity
 Risk-related decisions are
supported with the provision of
credit rating data and the
development of scorecards
9 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Overview of arvato’s services
Europe’s no. 1 in
customer
relationship
management
Leading provider
of supply chain
management
services
Innovative
claims
management
and risk
solutions
Leading
manufacturer of
DVDs/CDs
worldwide
Integrated IT
solutions
 Follow-the-sun support (24/7)
 Support for approx. 38,500 Microsoft
Exchange users in 70 countries
 Security certified in accordance with
ISO/IEC 27001
 Based on more than 30 years of
experience as a provider of IT
services, arvato’s large data centers
offer customers international and
comprehensive 24-hour service
 The value chain ranges from
consulting, concept design,
development and implementation to
operation of complex IT systems
and CRM
10 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Integrated services from a single source
Integrated solutions
 Customer lifecycle support
(sales, dialog, solutions)
 Customer services business
process outsourcing (BPO)
 CRM consulting
 Online marketing and e-
commerce
 Customer clubs and bonus
programs
 Target group data, online/offline
 Data analysis and campaign
management
 SCM design and consulting
 Content management
 Procurement/production
 Customize-to-order
 Direct-to-distribution
 Transport and returns
management
 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 creditor
management
 Process optimization
 Collection
 Factoring
Customer Care
Supply Chain
Management
Finance
IT systems
11 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Integrated services from a single source – case
study
Leading international telecommunications provider
 Customer service B2B/B2C (cell
phone/landline/DSL)
 Telemarketing (debit to credit,
tariff change, churn prevention)
 Support for sales partners
 Landline porting
 Technical landline fault
clearance, 2nd level
 In- and outbound retention
 Forward/backward logistics for
cellular devices
 Packaging
 Repair of cell phones
 Replacement parts logistics for
customer network infrastructure
 Special services/purchased
items
 Consumer data management
and fragmenting
 Pre-litigation and legal
procedures for debt collection
 Complex receivables
management processes with a
focus on customer retention
 Processing of credit
limit/suspected fraud cases with
data analysis to minimize these
receivables
Customer Care
Supply Chain
Management
Finance
IT Systems
Benefits for our clients
 Improved customer experience due to efficient service processes
 Increased quality of service processes
 Lower costs due to avoidance of contact
12 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Overview
Who is arvato?
 Structure of Bertelsmann SE & Co. KGaA
 arvato in numbers
 Strengths
 arvato competence – integrated services from a single source
arvato Customer Services
 arvato Customer Services in numbers
 Range of services
 Our industry expertise
 Site network
 References
 What you can expect from us
13 | arvato | May 21, 2013 | arvato Customer Services sales presentation
arvato 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 customers
served; more than 300 million calls annually
14 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Multichannel
Global/multilingual service center
Near-/offshore/on-site
Up-/cross-selling
Consulting
B2B/B2C
Workforce management
IT applications (ticket systems, interface integration)
Training and quality
Active customer feedback management
Back-office services
Office services
Pre-/after sales
Payment agreements
Handling of incoming orders
Document management
Campaign management
Market analysisBPO services
Business reengineering
E-shop/e-commerce
Retention
Social media
Contract, proposal and license management
Information services
Customer loyalty programs
Telesales
User help desk
Sales support
Range of services
Service center infrastructure (ACD, dialer, IVR, routing)
Data and content management
Maintenance of customer data
Technical support across all levels, e.g. provision/fault clearance
Premium/VIP service
15 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Areas of competence
Customer services
Airline/tourism
Automotive
Banking
Insurance
Retail and e-commerce
Energy
Health/healthcare
IT
Public sector
Telecommunications
Real estate management
continue
16 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Industry description
Airline/tourism
Traveling is a highly emotional matter; customer loyalty
is therefore especially important in the tourism
industry. Whether it is done with first-class service or
through innovative products – it is always critical to
acquire and retain customers in the long term.
To meet the high demands of international markets
and the constantly growing requirements of the
customer in the best way possible, a capable and
experienced partner is needed that can support the
company with flexible and customized solutions.
Multilingual support and worldwide accessibility allows
us to provide first-class customer service.
 Campaign management
 Customer loyalty programs (rewards shop
solutions, rewards booking, membership cards and
production 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 and
tourism industry
 Approx. 1,700 employees at 11 locations in
8 countries
 Support in 13 languages
Services
Facts
continuereturn
17 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Case study
Airline/tourism
The client is among the biggest international airlines, based on the number of
passengers.
Due to the wide variety of partners, the frequent flyer program is one of the most
successful in the world.
 Handling of customer service activities and support
for members of the frequent flyer program
 Handling and centralization of customer feedback
management for customers residing in Germany
 Management of the frequent flyer program including
flight reservations, customer feedback
management, document and workflow management
 International service center network with locations
in Germany, the United States, Argentina and India
 Languages: German, English, French, Spanish,
Italian, Portuguese, Serbian, Croatian, Japanese
Our solution
 Increase in customer satisfaction along with
reduction of processing times
 Standardization of processes
 Reduced coordination required due to central
management of the international service center
thanks to arvato
 Greatest variety of partners (airlines, hotels, car
rental, etc.)
 Significant contribution to full utilization of airplane
capacities
Benefits for our customers
continuereturn
18 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Industry description
Automotive
Cars are investment goods with a high emotional
involvement from the customer, which requires support
for the customer before, during and after the purchase:
from the establishment of contact to maintaining service
contracts and from the technical hotline to complaints
management. Personalized consideration of the
individual and systemization of the whole: arvato
Automotive works together with the customer to develop
perfectly tailored concepts.
Intelligent and proven solutions for well-known brands in
the automotive sector form the basis for customized and
efficient solutions with cost transparency for your
company. The existing platform and infrastructure
provides a high degree of scalability with respect to
personnel capacities, internationality, state-of-the-art
technology 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 maintenance
contracts
 Address and information management
 Approx. 150 employees
 Extensive experience in the areas of marketing,
logistics, customer satisfaction, customer care,
active sales and customer loyalty
Services
Facts
continuereturn
19 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Case study
Automotive
International 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 and
French service volumes
 Conversion of what was originally a purely
commercial customer service point into a point of
contact for complex technical issues
 Goodwill processing through automated back-office
methods
 Support of marketing activities via campaign
management
 Lead generation through inbound telephony
Our solution
 Cooperative development of a primarily technical
knowledge database
 Improved productivity through process
standardization and accompanying shorter dialog
times
 Development of a practical goodwill process for
dealers
 Development of a team dedicated to queries in the
area of electromobility
Benefits for our customers
continuereturn
20 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Industry description
Banking
The financial market changes daily. Flexible and
individually scalable solutions are therefore necessary
in order to be able to continuously optimize complex
processes and national and international customer
communication.
In markets that are this dynamic, we strive to remain
one step ahead at all times. To be able to meet your
individual needs as well, we have established a center
of 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 insurance
Services
Facts
continuereturn
21 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Case study
Banking
World's biggest stand-alone issuer of credit cards.
Globally organized company with matrix structure.
 With 300 employees, we provide full customer
service for the German and Austrian markets. The
following services are offered from the arvato value
chain: front office, back office, sales, customer win-
back, mailing, scanning services and process
consulting
 Language: German
Our solution
 100% expertise in all relevant processes
 True partnership rather than a “client-contractor”
relationship
 Change management: arvato is capable of
successfully coping with constantly changing
requirements
 Constant compliance with contractual SLAs and
KPIs
 Continuous improvement of customer satisfaction
surveys
 Mitigation of customer migration through good work
in customer win-back
 Support of the client’s “premium” strategy with a
good sales unit
Benefits for our customers
continuereturn
22 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Industry description
Energy
Deregulation of the electricity market and
accompanying legal changes present energy supply
companies with new challenges. An experienced
partner is essential in order to use these changes as
an opportunity and concentrate on your core
competencies.
Our several years of experience in the energy supply
market, in combination with our knowledge from other
formerly regulated markets, makes us a highly
competent partner. We offer you all services along the
customer lifecycle that sustainably and measurably
increase 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 available
throughout Germany
 Decades of experience in fully integrated services
Services
Facts
continuereturn
23 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Case study
Energy
Supra-regional electric utility company.
 Front office (in-/outbound) and back office for the
sales side/grid side for new and existing customers
 Sales side: receivables management, maintenance
of bank accounts and mailing addresses, name
changes, changes in discount terms,
documentation of meter readings, deferments,
payment plan, duplicates, maintenance of position
supplement, product consulting, change in
residence, resolution of billing matters, resolution of
account matters, maintenance of billing recipient,
bill corrections, complaints management,
preparation of immediate invoices, address change
announcement, changes in product/supplier,
customer win-back
 Grid side: standard inbound line including callbacks
on missing documents, back office processes (e.g.
invoice cancellation, documentation of meter
readings, general Information, special offers)
Our solution
 Overcome the challenge of processing end-
customer queries due to the occurrence of service
disruptions by readjusting processes
 Provision of high-quality services via the SAP IS-U
system by dealing with all issues and by providing
designated employees
 Successful introduction of the process in
accordance with the requirements of regulatory
authorities (e.g. EnWG and GPKE, GeLi Gas, GVV)
in the area of customer service
 Support of the customer in campaigns and in
implementing the requirements of the regulatory
authorities (e.g. unbundling), which leads to
massive volume increases
Benefits for our customers
continuereturn
24 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Industry description
Healthcare
In the health market, companies can achieve clear
competitive advantages with efficient processes and
qualified dialog as well as outsourcing.
However, the various markets in the healthcare
industry have their own particular rules and laws. It is
good to know that with us, you have a partner at your
side that understands exactly what you need and that
can grow along with you.
Only a truly experienced service provider with a
connection to the entire competence network of arvato
can offer you truly integrated and internationally
scalable solutions.
More than 20 years of experience with countless
successful solutions for the top companies in the
healthcare market represents lasting knowledge of the
industry.
 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 logistics
Services
Facts
continuereturn
25 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Case study
Healthcare
A leading mail order pharmacy in the German market.
Supply of private consumers and institutions (retirement homes, hospitals) with a
volume of approximately 12,000 orders daily.
 Based on the advice and guidance from arvato
Healthcare, the client implemented the following
measures:
 Reorganization of processes and departmental
structures with customer contact with
consideration for interfaces to the online shop,
merchandise management system and
pharmaceutical consulting program
 Optimization of the supervision and personnel
management of almost 280 on-site service
employees
 Restructuring of forward and reverse logistics
including final pharmaceutical inspection of
shipments
Our solution
 Improvement of employee productivity by about 20
percent through recommendations for process
optimization and institution of clear departmental
responsibilities
 Thanks to arvato’s practical advice, the client is able
to model all structures more efficiently
Benefits for our customers
continuereturn
26 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Industry description
Retail and e-commerce
For years, the e-commerce market has been
characterized by dynamic growth and is considered
the market of the future for many companies in a wide
range of sectors.
arvato possesses many years of experience in
establishing and developing national and international
e-commerce businesses.
Depending on the need, arvato is your capable point of
contact for individual elements or complete Internet-
based sales. As a full-service provider we offer all
services from a single source, from the order to
shipping 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 shopping
Services
Facts
continuereturn
27 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Case study
Retail and e-commerce
Leading casual lifestyle brand in the European market. There are currently 1,000
branch stores and shop-in-stores worldwide.
Since April 2010, customers in Germany, Austria and the Netherlands have been
able to buy even more conveniently from the online shop.
 Full-service back end from a single source with a
central point of contact
 Integrated IT system for maximum transparency
 Efficient warehousing, reliable distribution, active
returns management
 Integrated check of payment method and online
address validation
 Processing of payments and claims management
 Customer service with specially trained service
center representatives
Our solution
 Fast processing of all orders, returns and payment
processes
 Support of the multilingual customer service
»We were won over by arvato’s comprehensive IT
and logistics expertise, the excellent quality of the
service provider, the flexibility and the international
infrastructure as well as by the competence of
arvato in the areas of CRM and multichannel
management.«
Chief Operating Officer of the client firm
Benefits for our customers
continuereturn
28 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Industry description
Real estate management
The real estate market has a highly complex structure,
which means that many processes cannot yet be
automated to run efficiently.
Due to demographic developments, however, it is
increasingly important to retain commercial and private
rental clients long-term as satisfied customers.
arvato offers the best possible starting point in this
area: From analysis of the current condition and
deriving a course of action to its implementation,
arvato creates clear competitive advantages for you
while reducing your administrative costs. If required,
we can be there for your tenants around-the-clock,
administer your contracts or clarify open questions with
one of your repair partners, in both the B2C and B2B
environment.
 Inbound
 Outbound
 Back office
 Contract management
 Sales support
 Ticket systems
 Extensive experience in serving B2B and B2C
tenants
 Profound know-how in the development and
implementation of central customer contact centers
to improve customer satisfaction
Services
Facts
continuereturn
29 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Case study
Real estate management
One of the first and leading providers of invoicing services, operating in Germany for
more than 50 years and represented in an additional 24 countries.
Documentation and calculation of the individual energy consumption of
11 million units worldwide.
 Acceptance of incoming calls on the tenant and
landlord hotline for commercial customers
 Compilation of customer database
 Recording of customer concerns
 Forwarding of concerns to the client for further
action
 Depiction of other matters, e.g. energy performance
certificate, readings and service requests
Our solution
 The new hotline is appreciated enormously by our
client’s commercial customers
 Due to the success and high customer satisfaction,
further expansion of 1st-level support final input as
well as direct SAP access is planned
Benefits for our customers
continuereturn
30 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Industry description
IT
In the international IT market with its rapid rate of
innovation and high growth rates as well as strong
diversification in products and services, premium
customer service is an important factor in customer
satisfaction and competitive advantage.
Your customers expect fast, competent handling of
their requests, constant accessibility and a solution to
problems on the first try. And they expect all this to be
provided internationally, worldwide and at a first-class
level.
With arvato, you have a service provider at your side
that has set the customer communication standard in
the market for more than 20 years and in 30 languages
during countless projects for top companies in the IT
sector.
 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 logistics
Services
Facts
continuereturn
31 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Case study
IT
 Support of partners and commercial customers in
Europe, 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 financial
transactions in EMEA in 27 currencies with
consideration of various tax regulations
 Management of logistics services including customs
and freight costs
 Operation of technical infrastructure and data
management
 License consulting and sales lead management
Our solution
 Reduced process costs thanks to consolidation and
process optimization
 Reduction of time-to-market allows greater flexibility
 Verifiable improvement in customer loyalty (>75% of
customers are highly satisfied)
Benefits for our customers
Leading multinational manufacturer of software and hardware products.
More than 93,000 employees worldwide with annual revenue of
USD 69 billion.
continuereturn
32 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Industry description
Public sector
Public institutions are currently experiencing upheaval.
In addition to providing high-quality and lawful
administrative services, they have to develop and
implement more effective structures and procedures.
Modernized administration is aimed at enhancing the
services provided, accelerating procedures, fulfilling
tasks in an economical manner, reducing bureaucracy
and increasing mobility as well as job satisfaction
among administrative employees.
A trailblazing response to these challenges can be
found in the modernization of public administration with
modern models of management and e-government.
With its integrated solutions, arvato helps make
administrative business processes more effective and
efficient. In doing so, arvato combines extensive,
longstanding experience from the private sector with
the special requirements of the public sector.
 Handling of requests submitted by telephone and in
writing
 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 public
partners
 Projects throughout Europe for public clients,
including sensitive areas (e.g. emergency calls)
Services
Facts
continuereturn
33 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Case study
Public sector
State chancellery of the Premier of the state of North Rhine-Westphalia, with its
principal 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 a
service 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 Internet
platforms
 Dispatching of general citizen concerns regarding
various state government issues
 Takeover of telephone centers and brochure
services for various ministries
Our solution
 Use of the state government’s citizen and service
centers as a shared service center – handling of
projects of all state departments and the state
chancellery
 Since June 30, 2009, highly-qualified citizen
advisers – now numbering 16 – have been working
for 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 orders
for brochures
 Eighty percent of all incoming contacts are
processed to conclusion during the first contact
 Management of 50 current projects through the
shared service center
Benefits for our customers
continuereturn
34 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Industry description
Telecommunications
The telecommunications sector is one of the leading
sectors when it comes to outsourcing customer service
to external partners.
Excellent customer service and processing of
extremely high contact volumes can only be realized in
a cost-conscious way with the support of a partner who
has a core competence in this area.
arvato has by now become the leading service partner
in the telecommunications sector. Thanks to our
experience we are familiar with every process
connected with customer service and we know
precisely how it should be set up. As a result, we can
help companies boost efficiency and discover potential
savings.
 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 the
telecommunications sector
Services
Facts
continuereturn
35 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Case study
Telecommunications
The client offers its customers everything from a single source: landline and mobile
communications, DSL, mobile Internet and IPTV.
Along with about 23.7 million landline connections (as of Q3/2011), there are around
12.2 million DSL connections. Added to this are more than 34.9 million mobile
communications customers.
 Front- and back-office solutions for private
customers, business customers and retailers in the
landline and mobile communications area
 Service provided by 1,400 employees at
6 locations
 Wide-ranging service portfolio for the entire
customer lifecycle:
Customer acquisition and development through up-
and cross-selling, customer service (1st and 2nd
level as well as technical support) and customer
win-back
Our solution
 Takeover of complex and sensitive areas (e.g.
support for indirect sales, business customers, key
end customers)
 Realization of cost reductions through reduction of
process steps
 Greater value retention in sales and marketing
 Maximum flexibility during fluctuations in volume
 Successful integration of operations and employees
that have been taken over
Benefits for our customers
continuereturn
36 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Industry description
Insurance
Excellent service and high customer demands define
the insurance business.
Insurance companies in particular convey trust. It is
important here to carefully develop customer
relationships and consistently maintain them. We will
readily 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 insurance
companies
Services
Facts
continuereturn
37 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Case study
Insurance
Public insurance companies and other customers from the insurance sector and
building and loan associations.
 Development, operation and enhancement of a
proprietary benefits administration system
 Service center as part of processing Riester
benefits applications
 Printing and mailing of individualized benefits
applications
 Documentation of returned applications
 Data transmission to ZfA/the vendor
 Digital archiving of images
 Language: German
Our solution
 Enhancement and maintenance of the proprietary
benefits administration system
 Consideration of constantly changing legal
requirements
 Synchronization of various client interests on a
standardized IT platform
 Contract portfolio represents >12% of the total
Riester contract volume in Germany
 Significant cost reduction through bundling process
volumes
Benefits for our customers
continuereturn
38 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Global service center network
More than 85 locations
worldwide in Europe, North
America, South America,
Africa and Asia
Singapur
Kitchener
Toronto
Valencia
Monterrey
Lima
Buenos Aires
Dublin
Chesterfield
East Riding
Liverpool
Sefton
Twickenham
Casablanca
Marrakesch
Barcelona
Jerez de la Frontera
Madrid
Salamanca
Sevilla
Zaragoza
Angoulême
Chaumont
Douai
Dunkerque
Laxou
Le Havre
Lens
Marcq en Barœul
Metz
Poitiers
St. Omer
Troyes
Tulle
Vendin-le-Vieil
Brünn
TallinnAbcoude
Venlo
Konin
Posen
Stettin
Bergamo
Cernusco
Mailand
Istanbul
Elazig
Brasov
Sibiu
Reno
27 Standorte in
Deutschland
Yakima
Peking
Shanghai
Jiading
Manila
Mumbai
Nanchang
Shenzhen
Bogotá
Bucaramanga
Fargo
Neu-Delhi
39 | arvato | May 21, 2013 | arvato Customer Services sales presentation
National locations
24 locations throughout Germany
More than 11,000 employees
More than 9,000 workplaces
Stralsund
Rostock
Schwerin
Wilhelmshaven
Münster
Gütersloh
Dortmund
Duisburg
Erfurt
Chemnitz
Senftenberg
Cottbus
Berlin
Potsdam
Brandenburg
Neubrandenburg
Eiweiler
Kornwestheim
Düsseldorf
Schwedt
Essen
Delmenhorst
Meerbusch
Hamburg
Monheim
Harsewinkel
Leipzig
40 | arvato | May 21, 2013 | arvato Customer Services sales presentation
References
These customers rely on us
41 | arvato | May 21, 2013 | arvato Customer Services sales presentation
What you can expect from us
As a matter of course
Collaborative teamwork
In addition
Financial stability as part of Bertelsmann AG
Superior quality
Focus on the satisfaction of the client and customer
Sticking to budgets and schedules
Protection of data privacy
Strong identification with the client
Social responsibility
Implementation of the Bertelsmann Code of Conduct
Integrated process solutions
Innovative business models
Customized adaptation to the organization of our clients
42 | arvato | May 21, 2013 | arvato Customer Services sales presentation
Thank you
for your attention

More Related Content

What's hot

Customer service wiki
Customer service wikiCustomer service wiki
Customer service wikinicolemiley
 
Customer Relationship Management
Customer Relationship ManagementCustomer Relationship Management
Customer Relationship ManagementJoveria Beg
 
Customer handling
Customer handlingCustomer handling
Customer handlingSamik Pal
 
Creating Customer Engagement Strategies
Creating Customer Engagement StrategiesCreating Customer Engagement Strategies
Creating Customer Engagement StrategiesRichard Sedley
 
Crm reliance mart and big bazaar - hemanth
Crm   reliance mart and big bazaar - hemanthCrm   reliance mart and big bazaar - hemanth
Crm reliance mart and big bazaar - hemanthSanth Lingam
 
Customer engagement 5 vectors
Customer engagement 5 vectorsCustomer engagement 5 vectors
Customer engagement 5 vectorsDavid Williams
 
Customer-Centric Data Management for Better Customer Experiences
 Customer-Centric Data Management for Better Customer Experiences Customer-Centric Data Management for Better Customer Experiences
Customer-Centric Data Management for Better Customer ExperiencesInformatica
 
Customer centricity
Customer centricityCustomer centricity
Customer centricityAkash Amal
 
Advantages of using business call center
Advantages of using business call centerAdvantages of using business call center
Advantages of using business call centerSunshine1communication
 
What is (and who needs) a customer data platform?
What is (and who needs) a customer data platform?What is (and who needs) a customer data platform?
What is (and who needs) a customer data platform?Angela Sun
 
Crm evolution- crm phases
Crm  evolution- crm phasesCrm  evolution- crm phases
Crm evolution- crm phaseshemchandmba14
 
CRM@Oracle: CRM Analytics
CRM@Oracle: CRM AnalyticsCRM@Oracle: CRM Analytics
CRM@Oracle: CRM AnalyticstbOracleCRM
 
Sales and Marketing Channel Management
Sales and Marketing Channel ManagementSales and Marketing Channel Management
Sales and Marketing Channel ManagementIndankal suresh
 
MS Dynamics 365 - Evolucion MS Dynamics 365
MS Dynamics 365 - Evolucion MS Dynamics 365MS Dynamics 365 - Evolucion MS Dynamics 365
MS Dynamics 365 - Evolucion MS Dynamics 365Juan Fabian
 

What's hot (20)

Crm
CrmCrm
Crm
 
Customer service wiki
Customer service wikiCustomer service wiki
Customer service wiki
 
Customer Relationship Management
Customer Relationship ManagementCustomer Relationship Management
Customer Relationship Management
 
Customer handling
Customer handlingCustomer handling
Customer handling
 
CRM Architecture
CRM ArchitectureCRM Architecture
CRM Architecture
 
Creating Customer Engagement Strategies
Creating Customer Engagement StrategiesCreating Customer Engagement Strategies
Creating Customer Engagement Strategies
 
Crm reliance mart and big bazaar - hemanth
Crm   reliance mart and big bazaar - hemanthCrm   reliance mart and big bazaar - hemanth
Crm reliance mart and big bazaar - hemanth
 
Customer experience
Customer experienceCustomer experience
Customer experience
 
Team o. mobile cloud medicine
Team o. mobile cloud medicineTeam o. mobile cloud medicine
Team o. mobile cloud medicine
 
Customer engagement 5 vectors
Customer engagement 5 vectorsCustomer engagement 5 vectors
Customer engagement 5 vectors
 
Call Center Life 101 v3
Call Center Life 101 v3Call Center Life 101 v3
Call Center Life 101 v3
 
CRM Basics
CRM BasicsCRM Basics
CRM Basics
 
Customer-Centric Data Management for Better Customer Experiences
 Customer-Centric Data Management for Better Customer Experiences Customer-Centric Data Management for Better Customer Experiences
Customer-Centric Data Management for Better Customer Experiences
 
Customer centricity
Customer centricityCustomer centricity
Customer centricity
 
Advantages of using business call center
Advantages of using business call centerAdvantages of using business call center
Advantages of using business call center
 
What is (and who needs) a customer data platform?
What is (and who needs) a customer data platform?What is (and who needs) a customer data platform?
What is (and who needs) a customer data platform?
 
Crm evolution- crm phases
Crm  evolution- crm phasesCrm  evolution- crm phases
Crm evolution- crm phases
 
CRM@Oracle: CRM Analytics
CRM@Oracle: CRM AnalyticsCRM@Oracle: CRM Analytics
CRM@Oracle: CRM Analytics
 
Sales and Marketing Channel Management
Sales and Marketing Channel ManagementSales and Marketing Channel Management
Sales and Marketing Channel Management
 
MS Dynamics 365 - Evolucion MS Dynamics 365
MS Dynamics 365 - Evolucion MS Dynamics 365MS Dynamics 365 - Evolucion MS Dynamics 365
MS Dynamics 365 - Evolucion MS Dynamics 365
 

Viewers also liked

Arvato sytems supply chain Excellene overview_telco vers.3.1.1
Arvato sytems supply chain Excellene overview_telco vers.3.1.1Arvato sytems supply chain Excellene overview_telco vers.3.1.1
Arvato sytems supply chain Excellene overview_telco vers.3.1.1Michael Eckensberger
 
BITKOM - Future of Cloud - arvato Systems
BITKOM - Future of Cloud - arvato SystemsBITKOM - Future of Cloud - arvato Systems
BITKOM - Future of Cloud - arvato Systemsarvato AG
 
Arvato Corporate 2009 - Corporate Presentation
Arvato Corporate 2009 - Corporate PresentationArvato Corporate 2009 - Corporate Presentation
Arvato Corporate 2009 - Corporate PresentationJawad Khan
 
Arvato Services Italia
Arvato Services ItaliaArvato Services Italia
Arvato Services ItaliaPeragine
 
Arvato russia solutions_vers1_1_meck
Arvato russia solutions_vers1_1_meckArvato russia solutions_vers1_1_meck
Arvato russia solutions_vers1_1_meckMichael Eckensberger
 
BPO provider arvato - corporate company presentation
BPO provider arvato - corporate company presentationBPO provider arvato - corporate company presentation
BPO provider arvato - corporate company presentationarvato AG
 
shopcamp zabrze/przemek klich (arvato)/logistyka dla e-commerce- własne rozwi...
shopcamp zabrze/przemek klich (arvato)/logistyka dla e-commerce- własne rozwi...shopcamp zabrze/przemek klich (arvato)/logistyka dla e-commerce- własne rozwi...
shopcamp zabrze/przemek klich (arvato)/logistyka dla e-commerce- własne rozwi...ecommerce poland expo
 
Supply chain management
Supply chain managementSupply chain management
Supply chain managementAnup Mohan
 
Navigate: A Fjord Incubator Project
Navigate: A Fjord Incubator Project Navigate: A Fjord Incubator Project
Navigate: A Fjord Incubator Project Fjord
 
Factoring im Detail – Die Vertragsbeziehungen
Factoring im Detail – Die VertragsbeziehungenFactoring im Detail – Die Vertragsbeziehungen
Factoring im Detail – Die VertragsbeziehungenSWIFAC Factoring Schweiz
 
Los diablos hacen el show!
Los diablos hacen el show! Los diablos hacen el show!
Los diablos hacen el show! Any Pérez
 
15 problematica de mdd lima - 09 de diciembre 2010
15 problematica de mdd   lima - 09 de diciembre 201015 problematica de mdd   lima - 09 de diciembre 2010
15 problematica de mdd lima - 09 de diciembre 2010David Cuadros Torres
 
M.n.v.c.c. ( modulo virtual)
M.n.v.c.c.  (  modulo  virtual)M.n.v.c.c.  (  modulo  virtual)
M.n.v.c.c. ( modulo virtual)SEANDESA
 
Uso didáctico de los libros digitales
Uso didáctico de los libros digitalesUso didáctico de los libros digitales
Uso didáctico de los libros digitalesE. Aurora Hakim Vista
 
Informegestionysostenibilidademtelco 2012
Informegestionysostenibilidademtelco 2012Informegestionysostenibilidademtelco 2012
Informegestionysostenibilidademtelco 2012Jcdiazm
 
Modulo-4-css
Modulo-4-cssModulo-4-css
Modulo-4-cssdiogoa21
 
Documentos primaria-sesiones-unidad05-tercer grado-matematica-3g-u5-mat-sesion01
Documentos primaria-sesiones-unidad05-tercer grado-matematica-3g-u5-mat-sesion01Documentos primaria-sesiones-unidad05-tercer grado-matematica-3g-u5-mat-sesion01
Documentos primaria-sesiones-unidad05-tercer grado-matematica-3g-u5-mat-sesion01Teresa Clotilde Ojeda Sánchez
 
Kusen ema a migration from a conventional lms
Kusen ema a migration from a conventional lmsKusen ema a migration from a conventional lms
Kusen ema a migration from a conventional lmsEma Kušen
 

Viewers also liked (20)

Arvato sytems supply chain Excellene overview_telco vers.3.1.1
Arvato sytems supply chain Excellene overview_telco vers.3.1.1Arvato sytems supply chain Excellene overview_telco vers.3.1.1
Arvato sytems supply chain Excellene overview_telco vers.3.1.1
 
BITKOM - Future of Cloud - arvato Systems
BITKOM - Future of Cloud - arvato SystemsBITKOM - Future of Cloud - arvato Systems
BITKOM - Future of Cloud - arvato Systems
 
Arvato Corporate 2009 - Corporate Presentation
Arvato Corporate 2009 - Corporate PresentationArvato Corporate 2009 - Corporate Presentation
Arvato Corporate 2009 - Corporate Presentation
 
Arvato Services Italia
Arvato Services ItaliaArvato Services Italia
Arvato Services Italia
 
Arvato russia solutions_vers1_1_meck
Arvato russia solutions_vers1_1_meckArvato russia solutions_vers1_1_meck
Arvato russia solutions_vers1_1_meck
 
BPO provider arvato - corporate company presentation
BPO provider arvato - corporate company presentationBPO provider arvato - corporate company presentation
BPO provider arvato - corporate company presentation
 
shopcamp zabrze/przemek klich (arvato)/logistyka dla e-commerce- własne rozwi...
shopcamp zabrze/przemek klich (arvato)/logistyka dla e-commerce- własne rozwi...shopcamp zabrze/przemek klich (arvato)/logistyka dla e-commerce- własne rozwi...
shopcamp zabrze/przemek klich (arvato)/logistyka dla e-commerce- własne rozwi...
 
Supply chain management
Supply chain managementSupply chain management
Supply chain management
 
Navigate: A Fjord Incubator Project
Navigate: A Fjord Incubator Project Navigate: A Fjord Incubator Project
Navigate: A Fjord Incubator Project
 
Xmas quiz
Xmas quizXmas quiz
Xmas quiz
 
Factoring im Detail – Die Vertragsbeziehungen
Factoring im Detail – Die VertragsbeziehungenFactoring im Detail – Die Vertragsbeziehungen
Factoring im Detail – Die Vertragsbeziehungen
 
Los diablos hacen el show!
Los diablos hacen el show! Los diablos hacen el show!
Los diablos hacen el show!
 
15 problematica de mdd lima - 09 de diciembre 2010
15 problematica de mdd   lima - 09 de diciembre 201015 problematica de mdd   lima - 09 de diciembre 2010
15 problematica de mdd lima - 09 de diciembre 2010
 
M.n.v.c.c. ( modulo virtual)
M.n.v.c.c.  (  modulo  virtual)M.n.v.c.c.  (  modulo  virtual)
M.n.v.c.c. ( modulo virtual)
 
As3 unidad 13 imprimir y enviar mails desde flash
As3 unidad 13 imprimir y enviar mails desde flashAs3 unidad 13 imprimir y enviar mails desde flash
As3 unidad 13 imprimir y enviar mails desde flash
 
Uso didáctico de los libros digitales
Uso didáctico de los libros digitalesUso didáctico de los libros digitales
Uso didáctico de los libros digitales
 
Informegestionysostenibilidademtelco 2012
Informegestionysostenibilidademtelco 2012Informegestionysostenibilidademtelco 2012
Informegestionysostenibilidademtelco 2012
 
Modulo-4-css
Modulo-4-cssModulo-4-css
Modulo-4-css
 
Documentos primaria-sesiones-unidad05-tercer grado-matematica-3g-u5-mat-sesion01
Documentos primaria-sesiones-unidad05-tercer grado-matematica-3g-u5-mat-sesion01Documentos primaria-sesiones-unidad05-tercer grado-matematica-3g-u5-mat-sesion01
Documentos primaria-sesiones-unidad05-tercer grado-matematica-3g-u5-mat-sesion01
 
Kusen ema a migration from a conventional lms
Kusen ema a migration from a conventional lmsKusen ema a migration from a conventional lms
Kusen ema a migration from a conventional lms
 

Similar to arvato Customer Services company presentation

Company profile
Company profileCompany profile
Company profileSurhit Dey
 
NAOME N2FINANCE at work 20150401
NAOME N2FINANCE at work 20150401NAOME N2FINANCE at work 20150401
NAOME N2FINANCE at work 20150401Leon Dhaene
 
Skynet Technology s.r.l. company profile & offering
Skynet Technology s.r.l. company profile & offeringSkynet Technology s.r.l. company profile & offering
Skynet Technology s.r.l. company profile & offeringSkynet Technology s.r.l.
 
Screen INFOmatch presentation 2016
Screen INFOmatch presentation 2016Screen INFOmatch presentation 2016
Screen INFOmatch presentation 2016Ronald Damen
 
2014 SpinetiX Digital Signage Introductory Training by Madison
2014 SpinetiX Digital Signage Introductory Training by Madison 2014 SpinetiX Digital Signage Introductory Training by Madison
2014 SpinetiX Digital Signage Introductory Training by Madison Madison Technologies
 
How CGI is accelerating banks' digital transformation programs
How CGI is accelerating banks' digital transformation programsHow CGI is accelerating banks' digital transformation programs
How CGI is accelerating banks' digital transformation programsCGI Suomi
 
Orange Business Services Overview June 2014
Orange Business Services Overview June 2014Orange Business Services Overview June 2014
Orange Business Services Overview June 2014Orange Business Services
 
TelecomManagementForumAsia2013
TelecomManagementForumAsia2013TelecomManagementForumAsia2013
TelecomManagementForumAsia2013Sachin Sharma
 
Onlinet Group - Queue Management, Kiosk, Digital Signage, Smartphone App
Onlinet Group - Queue Management, Kiosk, Digital Signage, Smartphone AppOnlinet Group - Queue Management, Kiosk, Digital Signage, Smartphone App
Onlinet Group - Queue Management, Kiosk, Digital Signage, Smartphone AppONLINET Group
 
E Merchant Presentation
E Merchant PresentationE Merchant Presentation
E Merchant PresentationHouang PingKi
 
Orange in MEA_May 2015
Orange in MEA_May 2015Orange in MEA_May 2015
Orange in MEA_May 2015Osama Shawky
 
Breaking Down Silos – e-Invoicing Success as Part of a Holistic P2P Process
Breaking Down Silos – e-Invoicing Success as Part of a Holistic P2P ProcessBreaking Down Silos – e-Invoicing Success as Part of a Holistic P2P Process
Breaking Down Silos – e-Invoicing Success as Part of a Holistic P2P ProcessSAP Ariba
 
Business engagement discussion - short.pptx
Business engagement discussion - short.pptxBusiness engagement discussion - short.pptx
Business engagement discussion - short.pptxFadelBakkar
 
Transcat plm overview april 2014
Transcat plm overview april 2014Transcat plm overview april 2014
Transcat plm overview april 2014mug1995
 
The Datascension Advantage 2012
The Datascension Advantage   2012The Datascension Advantage   2012
The Datascension Advantage 2012mantoine77
 
The Datascension Advantage 2012
The Datascension Advantage   2012The Datascension Advantage   2012
The Datascension Advantage 2012mantoine77
 
Prodapt Corporate Overview Presentation
Prodapt Corporate Overview PresentationProdapt Corporate Overview Presentation
Prodapt Corporate Overview PresentationProdapt Solutions
 
The Branch in the Banking Digital Age
The Branch in the Banking Digital AgeThe Branch in the Banking Digital Age
The Branch in the Banking Digital AgeGFT
 
Company Overview 20090228
Company Overview 20090228Company Overview 20090228
Company Overview 20090228nl23994
 

Similar to arvato Customer Services company presentation (20)

Company profile
Company profileCompany profile
Company profile
 
NAOME N2FINANCE at work 20150401
NAOME N2FINANCE at work 20150401NAOME N2FINANCE at work 20150401
NAOME N2FINANCE at work 20150401
 
Skynet Technology s.r.l. company profile & offering
Skynet Technology s.r.l. company profile & offeringSkynet Technology s.r.l. company profile & offering
Skynet Technology s.r.l. company profile & offering
 
Screen INFOmatch presentation 2016
Screen INFOmatch presentation 2016Screen INFOmatch presentation 2016
Screen INFOmatch presentation 2016
 
2014 SpinetiX Digital Signage Introductory Training by Madison
2014 SpinetiX Digital Signage Introductory Training by Madison 2014 SpinetiX Digital Signage Introductory Training by Madison
2014 SpinetiX Digital Signage Introductory Training by Madison
 
How CGI is accelerating banks' digital transformation programs
How CGI is accelerating banks' digital transformation programsHow CGI is accelerating banks' digital transformation programs
How CGI is accelerating banks' digital transformation programs
 
Orange Business Services Overview June 2014
Orange Business Services Overview June 2014Orange Business Services Overview June 2014
Orange Business Services Overview June 2014
 
TelecomManagementForumAsia2013
TelecomManagementForumAsia2013TelecomManagementForumAsia2013
TelecomManagementForumAsia2013
 
Onlinet Group - Queue Management, Kiosk, Digital Signage, Smartphone App
Onlinet Group - Queue Management, Kiosk, Digital Signage, Smartphone AppOnlinet Group - Queue Management, Kiosk, Digital Signage, Smartphone App
Onlinet Group - Queue Management, Kiosk, Digital Signage, Smartphone App
 
E Merchant Presentation
E Merchant PresentationE Merchant Presentation
E Merchant Presentation
 
Orange in MEA_May 2015
Orange in MEA_May 2015Orange in MEA_May 2015
Orange in MEA_May 2015
 
VST profile 2018
VST profile 2018VST profile 2018
VST profile 2018
 
Breaking Down Silos – e-Invoicing Success as Part of a Holistic P2P Process
Breaking Down Silos – e-Invoicing Success as Part of a Holistic P2P ProcessBreaking Down Silos – e-Invoicing Success as Part of a Holistic P2P Process
Breaking Down Silos – e-Invoicing Success as Part of a Holistic P2P Process
 
Business engagement discussion - short.pptx
Business engagement discussion - short.pptxBusiness engagement discussion - short.pptx
Business engagement discussion - short.pptx
 
Transcat plm overview april 2014
Transcat plm overview april 2014Transcat plm overview april 2014
Transcat plm overview april 2014
 
The Datascension Advantage 2012
The Datascension Advantage   2012The Datascension Advantage   2012
The Datascension Advantage 2012
 
The Datascension Advantage 2012
The Datascension Advantage   2012The Datascension Advantage   2012
The Datascension Advantage 2012
 
Prodapt Corporate Overview Presentation
Prodapt Corporate Overview PresentationProdapt Corporate Overview Presentation
Prodapt Corporate Overview Presentation
 
The Branch in the Banking Digital Age
The Branch in the Banking Digital AgeThe Branch in the Banking Digital Age
The Branch in the Banking Digital Age
 
Company Overview 20090228
Company Overview 20090228Company Overview 20090228
Company Overview 20090228
 

More from arvato AG

„Omnikanal Monitor 2015“: Der Kunde der Zukunft - flexibel, anspruchsvoll und...
„Omnikanal Monitor 2015“: Der Kunde der Zukunft - flexibel, anspruchsvoll und...„Omnikanal Monitor 2015“: Der Kunde der Zukunft - flexibel, anspruchsvoll und...
„Omnikanal Monitor 2015“: Der Kunde der Zukunft - flexibel, anspruchsvoll und...arvato AG
 
Opinion Paper - Same Day Delivery
Opinion Paper - Same Day DeliveryOpinion Paper - Same Day Delivery
Opinion Paper - Same Day Deliveryarvato AG
 
SharePointForms_ShareConf
SharePointForms_ShareConfSharePointForms_ShareConf
SharePointForms_ShareConfarvato AG
 
Short Intro Marketing Solutions - arvato Systems
Short Intro Marketing Solutions - arvato SystemsShort Intro Marketing Solutions - arvato Systems
Short Intro Marketing Solutions - arvato Systemsarvato AG
 
arvato Customer Services Vertriebspräsentation
arvato Customer Services Vertriebspräsentationarvato Customer Services Vertriebspräsentation
arvato Customer Services Vertriebspräsentationarvato AG
 
arvato Technical information Spain
arvato Technical information Spainarvato Technical information Spain
arvato Technical information Spainarvato AG
 

More from arvato AG (6)

„Omnikanal Monitor 2015“: Der Kunde der Zukunft - flexibel, anspruchsvoll und...
„Omnikanal Monitor 2015“: Der Kunde der Zukunft - flexibel, anspruchsvoll und...„Omnikanal Monitor 2015“: Der Kunde der Zukunft - flexibel, anspruchsvoll und...
„Omnikanal Monitor 2015“: Der Kunde der Zukunft - flexibel, anspruchsvoll und...
 
Opinion Paper - Same Day Delivery
Opinion Paper - Same Day DeliveryOpinion Paper - Same Day Delivery
Opinion Paper - Same Day Delivery
 
SharePointForms_ShareConf
SharePointForms_ShareConfSharePointForms_ShareConf
SharePointForms_ShareConf
 
Short Intro Marketing Solutions - arvato Systems
Short Intro Marketing Solutions - arvato SystemsShort Intro Marketing Solutions - arvato Systems
Short Intro Marketing Solutions - arvato Systems
 
arvato Customer Services Vertriebspräsentation
arvato Customer Services Vertriebspräsentationarvato Customer Services Vertriebspräsentation
arvato Customer Services Vertriebspräsentation
 
arvato Technical information Spain
arvato Technical information Spainarvato Technical information Spain
arvato Technical information Spain
 

Recently uploaded

Planetary and Vedic Yagyas Bring Positive Impacts in Life
Planetary and Vedic Yagyas Bring Positive Impacts in LifePlanetary and Vedic Yagyas Bring Positive Impacts in Life
Planetary and Vedic Yagyas Bring Positive Impacts in LifeBhavana Pujan Kendra
 
Ivey Leveraging Information Technology MBA 2024
Ivey Leveraging Information Technology MBA 2024Ivey Leveraging Information Technology MBA 2024
Ivey Leveraging Information Technology MBA 2024Nihal Nishadul
 
Excvation Safety for safety officers reference
Excvation Safety for safety officers referenceExcvation Safety for safety officers reference
Excvation Safety for safety officers referencessuser2c065e
 
Unveiling the Soundscape Music for Psychedelic Experiences
Unveiling the Soundscape Music for Psychedelic ExperiencesUnveiling the Soundscape Music for Psychedelic Experiences
Unveiling the Soundscape Music for Psychedelic ExperiencesDoe Paoro
 
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...Operational Excellence Consulting
 
Roman Kyslyi: Використання та побудова LLM агентів (UA)
Roman Kyslyi: Використання та побудова LLM агентів (UA)Roman Kyslyi: Використання та побудова LLM агентів (UA)
Roman Kyslyi: Використання та побудова LLM агентів (UA)Lviv Startup Club
 
Data Analytics Strategy Toolkit and Templates
Data Analytics Strategy Toolkit and TemplatesData Analytics Strategy Toolkit and Templates
Data Analytics Strategy Toolkit and TemplatesAurelien Domont, MBA
 
Pitch Deck Teardown: Xpanceo's $40M Seed deck
Pitch Deck Teardown: Xpanceo's $40M Seed deckPitch Deck Teardown: Xpanceo's $40M Seed deck
Pitch Deck Teardown: Xpanceo's $40M Seed deckHajeJanKamps
 
Welding Electrode Making Machine By Deccan Dynamics
Welding Electrode Making Machine By Deccan DynamicsWelding Electrode Making Machine By Deccan Dynamics
Welding Electrode Making Machine By Deccan DynamicsIndiaMART InterMESH Limited
 
Psychic Reading | Spiritual Guidance – Astro Ganesh Ji
Psychic Reading | Spiritual Guidance – Astro Ganesh JiPsychic Reading | Spiritual Guidance – Astro Ganesh Ji
Psychic Reading | Spiritual Guidance – Astro Ganesh Jiastral oracle
 
5-Step Framework to Convert Any Business into a Wealth Generation Machine.pdf
5-Step Framework to Convert Any Business into a Wealth Generation Machine.pdf5-Step Framework to Convert Any Business into a Wealth Generation Machine.pdf
5-Step Framework to Convert Any Business into a Wealth Generation Machine.pdfSherl Simon
 
How to Conduct a Service Gap Analysis for Your Business
How to Conduct a Service Gap Analysis for Your BusinessHow to Conduct a Service Gap Analysis for Your Business
How to Conduct a Service Gap Analysis for Your BusinessHelp Desk Migration
 
Simplify Your Funding: Quick and Easy Business Loans
Simplify Your Funding: Quick and Easy Business LoansSimplify Your Funding: Quick and Easy Business Loans
Simplify Your Funding: Quick and Easy Business LoansNugget Global
 
1911 Gold Corporate Presentation Apr 2024.pdf
1911 Gold Corporate Presentation Apr 2024.pdf1911 Gold Corporate Presentation Apr 2024.pdf
1911 Gold Corporate Presentation Apr 2024.pdfShaun Heinrichs
 
Rakhi sets symbolizing the bond of love.pptx
Rakhi sets symbolizing the bond of love.pptxRakhi sets symbolizing the bond of love.pptx
Rakhi sets symbolizing the bond of love.pptxRakhi Bazaar
 
GUIDELINES ON USEFUL FORMS IN FREIGHT FORWARDING (F) Danny Diep Toh MBA.pdf
GUIDELINES ON USEFUL FORMS IN FREIGHT FORWARDING (F) Danny Diep Toh MBA.pdfGUIDELINES ON USEFUL FORMS IN FREIGHT FORWARDING (F) Danny Diep Toh MBA.pdf
GUIDELINES ON USEFUL FORMS IN FREIGHT FORWARDING (F) Danny Diep Toh MBA.pdfDanny Diep To
 
Neha Jhalani Hiranandani: A Guide to Her Life and Career
Neha Jhalani Hiranandani: A Guide to Her Life and CareerNeha Jhalani Hiranandani: A Guide to Her Life and Career
Neha Jhalani Hiranandani: A Guide to Her Life and Careerr98588472
 
Fundamentals Welcome and Inclusive DEIB
Fundamentals Welcome and  Inclusive DEIBFundamentals Welcome and  Inclusive DEIB
Fundamentals Welcome and Inclusive DEIBGregory DeShields
 

Recently uploaded (20)

Planetary and Vedic Yagyas Bring Positive Impacts in Life
Planetary and Vedic Yagyas Bring Positive Impacts in LifePlanetary and Vedic Yagyas Bring Positive Impacts in Life
Planetary and Vedic Yagyas Bring Positive Impacts in Life
 
Ivey Leveraging Information Technology MBA 2024
Ivey Leveraging Information Technology MBA 2024Ivey Leveraging Information Technology MBA 2024
Ivey Leveraging Information Technology MBA 2024
 
Excvation Safety for safety officers reference
Excvation Safety for safety officers referenceExcvation Safety for safety officers reference
Excvation Safety for safety officers reference
 
Unveiling the Soundscape Music for Psychedelic Experiences
Unveiling the Soundscape Music for Psychedelic ExperiencesUnveiling the Soundscape Music for Psychedelic Experiences
Unveiling the Soundscape Music for Psychedelic Experiences
 
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
 
Roman Kyslyi: Використання та побудова LLM агентів (UA)
Roman Kyslyi: Використання та побудова LLM агентів (UA)Roman Kyslyi: Використання та побудова LLM агентів (UA)
Roman Kyslyi: Використання та побудова LLM агентів (UA)
 
Data Analytics Strategy Toolkit and Templates
Data Analytics Strategy Toolkit and TemplatesData Analytics Strategy Toolkit and Templates
Data Analytics Strategy Toolkit and Templates
 
Pitch Deck Teardown: Xpanceo's $40M Seed deck
Pitch Deck Teardown: Xpanceo's $40M Seed deckPitch Deck Teardown: Xpanceo's $40M Seed deck
Pitch Deck Teardown: Xpanceo's $40M Seed deck
 
Welding Electrode Making Machine By Deccan Dynamics
Welding Electrode Making Machine By Deccan DynamicsWelding Electrode Making Machine By Deccan Dynamics
Welding Electrode Making Machine By Deccan Dynamics
 
Psychic Reading | Spiritual Guidance – Astro Ganesh Ji
Psychic Reading | Spiritual Guidance – Astro Ganesh JiPsychic Reading | Spiritual Guidance – Astro Ganesh Ji
Psychic Reading | Spiritual Guidance – Astro Ganesh Ji
 
5-Step Framework to Convert Any Business into a Wealth Generation Machine.pdf
5-Step Framework to Convert Any Business into a Wealth Generation Machine.pdf5-Step Framework to Convert Any Business into a Wealth Generation Machine.pdf
5-Step Framework to Convert Any Business into a Wealth Generation Machine.pdf
 
How to Conduct a Service Gap Analysis for Your Business
How to Conduct a Service Gap Analysis for Your BusinessHow to Conduct a Service Gap Analysis for Your Business
How to Conduct a Service Gap Analysis for Your Business
 
Simplify Your Funding: Quick and Easy Business Loans
Simplify Your Funding: Quick and Easy Business LoansSimplify Your Funding: Quick and Easy Business Loans
Simplify Your Funding: Quick and Easy Business Loans
 
Authentically Social - presented by Corey Perlman
Authentically Social - presented by Corey PerlmanAuthentically Social - presented by Corey Perlman
Authentically Social - presented by Corey Perlman
 
1911 Gold Corporate Presentation Apr 2024.pdf
1911 Gold Corporate Presentation Apr 2024.pdf1911 Gold Corporate Presentation Apr 2024.pdf
1911 Gold Corporate Presentation Apr 2024.pdf
 
Rakhi sets symbolizing the bond of love.pptx
Rakhi sets symbolizing the bond of love.pptxRakhi sets symbolizing the bond of love.pptx
Rakhi sets symbolizing the bond of love.pptx
 
WAM Corporate Presentation April 12 2024.pdf
WAM Corporate Presentation April 12 2024.pdfWAM Corporate Presentation April 12 2024.pdf
WAM Corporate Presentation April 12 2024.pdf
 
GUIDELINES ON USEFUL FORMS IN FREIGHT FORWARDING (F) Danny Diep Toh MBA.pdf
GUIDELINES ON USEFUL FORMS IN FREIGHT FORWARDING (F) Danny Diep Toh MBA.pdfGUIDELINES ON USEFUL FORMS IN FREIGHT FORWARDING (F) Danny Diep Toh MBA.pdf
GUIDELINES ON USEFUL FORMS IN FREIGHT FORWARDING (F) Danny Diep Toh MBA.pdf
 
Neha Jhalani Hiranandani: A Guide to Her Life and Career
Neha Jhalani Hiranandani: A Guide to Her Life and CareerNeha Jhalani Hiranandani: A Guide to Her Life and Career
Neha Jhalani Hiranandani: A Guide to Her Life and Career
 
Fundamentals Welcome and Inclusive DEIB
Fundamentals Welcome and  Inclusive DEIBFundamentals Welcome and  Inclusive DEIB
Fundamentals Welcome and Inclusive DEIB
 

arvato Customer Services company presentation

  • 1. 1 | arvato | May 21, 2013 | arvato Customer Services sales presentation The Voice of your company arvato Customer Services Sales Presentation May 3, 2013
  • 2. 2 | arvato | May 21, 2013 | arvato Customer Services sales presentation Overview Who is arvato?  Structure of Bertelsmann SE & Co. KGaA  arvato in numbers  Strengths  arvato competence – integrated services from a single source arvato 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 | arvato | May 21, 2013 | arvato Customer Services sales presentation arvato is part of the global Bertelsmann network * Bertelsmann annual report 2012 6,002 million € 1,065 million € 11,931 2,142 million € 325 million € 5,712 2,218 million € 168 million € 11,585 4,449 million € 241 million € 63,818 Revenues Operating EBIT Employees 1,174 million € 60 million € 6,380
  • 4. 4 | arvato | May 21, 2013 | arvato Customer Services sales presentation arvato in numbers Revenue (2012) EUR 4.4 billion Earnings (2012) EUR 241 million Employees (2012) Worldwide: 63,818
  • 5. 5 | arvato | May 21, 2013 | arvato Customer Services sales presentation Overview of arvato’s services Europe’s no. 1 in customer relationship management Leading provider of supply chain management services Innovative claims management and risk solutions Leading manufacturer of DVDs/CDs worldwide Integrated IT solutions  150 million consumers served in 30 languages  200 million calls per year  More than 40 years of experience in running customer loyalty programs  arvato ensures that information is sent securely and directly to customers, and offers effective solutions for customer communication and customer loyalty.  The development of customized and successful marketing campaigns, and successful customer loyalty and bonus programs rounds out the CRM portfolio
  • 6. 6 | arvato | May 21, 2013 | arvato Customer Services sales presentation Overview of arvato’s services Europe’s no. 1 in customer relationship management Leading provider of supply chain management services Innovative claims management and risk solutions Leading manufacturer of DVDs/CDs worldwide Integrated IT solutions  More than 650 million consignments annually  260 million stored objects  Repair of more than 2 million cellular devices annually  arvato organizes the worldwide supply chain of businesses – from order entry and warehouse management to product personalization and financial management  In addition, arvato can take care of all after-sales services – including product repairs and recycling
  • 7. 7 | arvato | May 21, 2013 | arvato Customer Services sales presentation Overview of arvato’s services Europe’s no. 1 in customer relationship management Leading provider of supply chain management services Innovative claims management and risk solutions Leading manufacturer of DVDs/CDs worldwide Integrated IT solutions  4 million CDs per day  2.5 million DVDs per day  Electronic software distribution platform  Provider of integrated service packages for the IT/high-tech, video, games and audio industries  Full service from replication and fulfillment, distribution/supply chain management and financial services to electronic content distribution, supported by innovative end-to-end IT systems
  • 8. 8 | arvato | May 21, 2013 | arvato Customer Services sales presentation Overview of arvato’s services Europe’s no. 1 in customer relationship management Leading provider of supply chain management services Innovative claims management and risk solutions Leading manufacturer of DVDs/CDs worldwide Integrated IT solutions  67 million credit checks annually  Average response times <0.6 seconds for online credit check  More than EUR 3.2 billion receivables processed through factoring  Success-oriented solutions in the areas of billing, credit control and collection procedures as well as factoring to increase liquidity  Risk-related decisions are supported with the provision of credit rating data and the development of scorecards
  • 9. 9 | arvato | May 21, 2013 | arvato Customer Services sales presentation Overview of arvato’s services Europe’s no. 1 in customer relationship management Leading provider of supply chain management services Innovative claims management and risk solutions Leading manufacturer of DVDs/CDs worldwide Integrated IT solutions  Follow-the-sun support (24/7)  Support for approx. 38,500 Microsoft Exchange users in 70 countries  Security certified in accordance with ISO/IEC 27001  Based on more than 30 years of experience as a provider of IT services, arvato’s large data centers offer customers international and comprehensive 24-hour service  The value chain ranges from consulting, concept design, development and implementation to operation of complex IT systems and CRM
  • 10. 10 | arvato | May 21, 2013 | arvato Customer Services sales presentation Integrated services from a single source Integrated solutions  Customer lifecycle support (sales, dialog, solutions)  Customer services business process outsourcing (BPO)  CRM consulting  Online marketing and e- commerce  Customer clubs and bonus programs  Target group data, online/offline  Data analysis and campaign management  SCM design and consulting  Content management  Procurement/production  Customize-to-order  Direct-to-distribution  Transport and returns management  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 creditor management  Process optimization  Collection  Factoring Customer Care Supply Chain Management Finance IT systems
  • 11. 11 | arvato | May 21, 2013 | arvato Customer Services sales presentation Integrated services from a single source – case study Leading international telecommunications provider  Customer service B2B/B2C (cell phone/landline/DSL)  Telemarketing (debit to credit, tariff change, churn prevention)  Support for sales partners  Landline porting  Technical landline fault clearance, 2nd level  In- and outbound retention  Forward/backward logistics for cellular devices  Packaging  Repair of cell phones  Replacement parts logistics for customer network infrastructure  Special services/purchased items  Consumer data management and fragmenting  Pre-litigation and legal procedures for debt collection  Complex receivables management processes with a focus on customer retention  Processing of credit limit/suspected fraud cases with data analysis to minimize these receivables Customer Care Supply Chain Management Finance IT Systems Benefits 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 | arvato | May 21, 2013 | arvato Customer Services sales presentation Overview Who is arvato?  Structure of Bertelsmann SE & Co. KGaA  arvato in numbers  Strengths  arvato competence – integrated services from a single source arvato Customer Services  arvato Customer Services in numbers  Range of services  Our industry expertise  Site network  References  What you can expect from us
  • 13. 13 | arvato | May 21, 2013 | arvato Customer Services sales presentation arvato 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 customers served; more than 300 million calls annually
  • 14. 14 | arvato | May 21, 2013 | arvato Customer Services sales presentation Multichannel Global/multilingual service center Near-/offshore/on-site Up-/cross-selling Consulting B2B/B2C Workforce management IT applications (ticket systems, interface integration) Training and quality Active customer feedback management Back-office services Office services Pre-/after sales Payment agreements Handling of incoming orders Document management Campaign management Market analysisBPO services Business reengineering E-shop/e-commerce Retention Social media Contract, proposal and license management Information services Customer loyalty programs Telesales User help desk Sales support Range of services Service center infrastructure (ACD, dialer, IVR, routing) Data and content management Maintenance of customer data Technical support across all levels, e.g. provision/fault clearance Premium/VIP service
  • 15. 15 | arvato | May 21, 2013 | arvato Customer Services sales presentation Areas of competence Customer services Airline/tourism Automotive Banking Insurance Retail and e-commerce Energy Health/healthcare IT Public sector Telecommunications Real estate management continue
  • 16. 16 | arvato | May 21, 2013 | arvato Customer Services sales presentation Industry description Airline/tourism Traveling is a highly emotional matter; customer loyalty is therefore especially important in the tourism industry. Whether it is done with first-class service or through innovative products – it is always critical to acquire and retain customers in the long term. To meet the high demands of international markets and the constantly growing requirements of the customer in the best way possible, a capable and experienced partner is needed that can support the company with flexible and customized solutions. Multilingual support and worldwide accessibility allows us to provide first-class customer service.  Campaign management  Customer loyalty programs (rewards shop solutions, rewards booking, membership cards and production 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 and tourism industry  Approx. 1,700 employees at 11 locations in 8 countries  Support in 13 languages Services Facts continuereturn
  • 17. 17 | arvato | May 21, 2013 | arvato Customer Services sales presentation Case study Airline/tourism The client is among the biggest international airlines, based on the number of passengers. Due to the wide variety of partners, the frequent flyer program is one of the most successful in the world.  Handling of customer service activities and support for members of the frequent flyer program  Handling and centralization of customer feedback management for customers residing in Germany  Management of the frequent flyer program including flight reservations, customer feedback management, document and workflow management  International service center network with locations in Germany, the United States, Argentina and India  Languages: German, English, French, Spanish, Italian, Portuguese, Serbian, Croatian, Japanese Our solution  Increase in customer satisfaction along with reduction of processing times  Standardization of processes  Reduced coordination required due to central management of the international service center thanks to arvato  Greatest variety of partners (airlines, hotels, car rental, etc.)  Significant contribution to full utilization of airplane capacities Benefits for our customers continuereturn
  • 18. 18 | arvato | May 21, 2013 | arvato Customer Services sales presentation Industry description Automotive Cars are investment goods with a high emotional involvement from the customer, which requires support for the customer before, during and after the purchase: from the establishment of contact to maintaining service contracts and from the technical hotline to complaints management. Personalized consideration of the individual and systemization of the whole: arvato Automotive works together with the customer to develop perfectly tailored concepts. Intelligent and proven solutions for well-known brands in the automotive sector form the basis for customized and efficient solutions with cost transparency for your company. The existing platform and infrastructure provides a high degree of scalability with respect to personnel capacities, internationality, state-of-the-art technology 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 maintenance contracts  Address and information management  Approx. 150 employees  Extensive experience in the areas of marketing, logistics, customer satisfaction, customer care, active sales and customer loyalty Services Facts continuereturn
  • 19. 19 | arvato | May 21, 2013 | arvato Customer Services sales presentation Case study Automotive International 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 and French service volumes  Conversion of what was originally a purely commercial customer service point into a point of contact for complex technical issues  Goodwill processing through automated back-office methods  Support of marketing activities via campaign management  Lead generation through inbound telephony Our solution  Cooperative development of a primarily technical knowledge database  Improved productivity through process standardization and accompanying shorter dialog times  Development of a practical goodwill process for dealers  Development of a team dedicated to queries in the area of electromobility Benefits for our customers continuereturn
  • 20. 20 | arvato | May 21, 2013 | arvato Customer Services sales presentation Industry description Banking The financial market changes daily. Flexible and individually scalable solutions are therefore necessary in order to be able to continuously optimize complex processes and national and international customer communication. In markets that are this dynamic, we strive to remain one step ahead at all times. To be able to meet your individual needs as well, we have established a center of 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 insurance Services Facts continuereturn
  • 21. 21 | arvato | May 21, 2013 | arvato Customer Services sales presentation Case study Banking World's biggest stand-alone issuer of credit cards. Globally organized company with matrix structure.  With 300 employees, we provide full customer service for the German and Austrian markets. The following services are offered from the arvato value chain: front office, back office, sales, customer win- back, mailing, scanning services and process consulting  Language: German Our solution  100% expertise in all relevant processes  True partnership rather than a “client-contractor” relationship  Change management: arvato is capable of successfully coping with constantly changing requirements  Constant compliance with contractual SLAs and KPIs  Continuous improvement of customer satisfaction surveys  Mitigation of customer migration through good work in customer win-back  Support of the client’s “premium” strategy with a good sales unit Benefits for our customers continuereturn
  • 22. 22 | arvato | May 21, 2013 | arvato Customer Services sales presentation Industry description Energy Deregulation of the electricity market and accompanying legal changes present energy supply companies with new challenges. An experienced partner is essential in order to use these changes as an opportunity and concentrate on your core competencies. Our several years of experience in the energy supply market, in combination with our knowledge from other formerly regulated markets, makes us a highly competent partner. We offer you all services along the customer lifecycle that sustainably and measurably increase 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 available throughout Germany  Decades of experience in fully integrated services Services Facts continuereturn
  • 23. 23 | arvato | May 21, 2013 | arvato Customer Services sales presentation Case study Energy Supra-regional electric utility company.  Front office (in-/outbound) and back office for the sales side/grid side for new and existing customers  Sales side: receivables management, maintenance of bank accounts and mailing addresses, name changes, changes in discount terms, documentation of meter readings, deferments, payment plan, duplicates, maintenance of position supplement, product consulting, change in residence, resolution of billing matters, resolution of account matters, maintenance of billing recipient, bill corrections, complaints management, preparation of immediate invoices, address change announcement, changes in product/supplier, customer win-back  Grid side: standard inbound line including callbacks on missing documents, back office processes (e.g. invoice cancellation, documentation of meter readings, general Information, special offers) Our solution  Overcome the challenge of processing end- customer queries due to the occurrence of service disruptions by readjusting processes  Provision of high-quality services via the SAP IS-U system by dealing with all issues and by providing designated employees  Successful introduction of the process in accordance with the requirements of regulatory authorities (e.g. EnWG and GPKE, GeLi Gas, GVV) in the area of customer service  Support of the customer in campaigns and in implementing the requirements of the regulatory authorities (e.g. unbundling), which leads to massive volume increases Benefits for our customers continuereturn
  • 24. 24 | arvato | May 21, 2013 | arvato Customer Services sales presentation Industry description Healthcare In the health market, companies can achieve clear competitive advantages with efficient processes and qualified dialog as well as outsourcing. However, the various markets in the healthcare industry have their own particular rules and laws. It is good to know that with us, you have a partner at your side that understands exactly what you need and that can grow along with you. Only a truly experienced service provider with a connection to the entire competence network of arvato can offer you truly integrated and internationally scalable solutions. More than 20 years of experience with countless successful solutions for the top companies in the healthcare market represents lasting knowledge of the industry.  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 logistics Services Facts continuereturn
  • 25. 25 | arvato | May 21, 2013 | arvato Customer Services sales presentation Case study Healthcare A leading mail order pharmacy in the German market. Supply of private consumers and institutions (retirement homes, hospitals) with a volume of approximately 12,000 orders daily.  Based on the advice and guidance from arvato Healthcare, the client implemented the following measures:  Reorganization of processes and departmental structures with customer contact with consideration for interfaces to the online shop, merchandise management system and pharmaceutical consulting program  Optimization of the supervision and personnel management of almost 280 on-site service employees  Restructuring of forward and reverse logistics including final pharmaceutical inspection of shipments Our solution  Improvement of employee productivity by about 20 percent through recommendations for process optimization and institution of clear departmental responsibilities  Thanks to arvato’s practical advice, the client is able to model all structures more efficiently Benefits for our customers continuereturn
  • 26. 26 | arvato | May 21, 2013 | arvato Customer Services sales presentation Industry description Retail and e-commerce For years, the e-commerce market has been characterized by dynamic growth and is considered the market of the future for many companies in a wide range of sectors. arvato possesses many years of experience in establishing and developing national and international e-commerce businesses. Depending on the need, arvato is your capable point of contact for individual elements or complete Internet- based sales. As a full-service provider we offer all services from a single source, from the order to shipping 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 shopping Services Facts continuereturn
  • 27. 27 | arvato | May 21, 2013 | arvato Customer Services sales presentation Case study Retail and e-commerce Leading casual lifestyle brand in the European market. There are currently 1,000 branch stores and shop-in-stores worldwide. Since April 2010, customers in Germany, Austria and the Netherlands have been able to buy even more conveniently from the online shop.  Full-service back end from a single source with a central point of contact  Integrated IT system for maximum transparency  Efficient warehousing, reliable distribution, active returns management  Integrated check of payment method and online address validation  Processing of payments and claims management  Customer service with specially trained service center representatives Our solution  Fast processing of all orders, returns and payment processes  Support of the multilingual customer service »We were won over by arvato’s comprehensive IT and logistics expertise, the excellent quality of the service provider, the flexibility and the international infrastructure as well as by the competence of arvato in the areas of CRM and multichannel management.« Chief Operating Officer of the client firm Benefits for our customers continuereturn
  • 28. 28 | arvato | May 21, 2013 | arvato Customer Services sales presentation Industry description Real estate management The real estate market has a highly complex structure, which means that many processes cannot yet be automated to run efficiently. Due to demographic developments, however, it is increasingly important to retain commercial and private rental clients long-term as satisfied customers. arvato offers the best possible starting point in this area: From analysis of the current condition and deriving a course of action to its implementation, arvato creates clear competitive advantages for you while reducing your administrative costs. If required, we can be there for your tenants around-the-clock, administer your contracts or clarify open questions with one of your repair partners, in both the B2C and B2B environment.  Inbound  Outbound  Back office  Contract management  Sales support  Ticket systems  Extensive experience in serving B2B and B2C tenants  Profound know-how in the development and implementation of central customer contact centers to improve customer satisfaction Services Facts continuereturn
  • 29. 29 | arvato | May 21, 2013 | arvato Customer Services sales presentation Case study Real estate management One of the first and leading providers of invoicing services, operating in Germany for more than 50 years and represented in an additional 24 countries. Documentation and calculation of the individual energy consumption of 11 million units worldwide.  Acceptance of incoming calls on the tenant and landlord hotline for commercial customers  Compilation of customer database  Recording of customer concerns  Forwarding of concerns to the client for further action  Depiction of other matters, e.g. energy performance certificate, readings and service requests Our solution  The new hotline is appreciated enormously by our client’s commercial customers  Due to the success and high customer satisfaction, further expansion of 1st-level support final input as well as direct SAP access is planned Benefits for our customers continuereturn
  • 30. 30 | arvato | May 21, 2013 | arvato Customer Services sales presentation Industry description IT In the international IT market with its rapid rate of innovation and high growth rates as well as strong diversification in products and services, premium customer service is an important factor in customer satisfaction and competitive advantage. Your customers expect fast, competent handling of their requests, constant accessibility and a solution to problems on the first try. And they expect all this to be provided internationally, worldwide and at a first-class level. With arvato, you have a service provider at your side that has set the customer communication standard in the market for more than 20 years and in 30 languages during countless projects for top companies in the IT sector.  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 logistics Services Facts continuereturn
  • 31. 31 | arvato | May 21, 2013 | arvato Customer Services sales presentation Case study IT  Support of partners and commercial customers in Europe, 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 financial transactions in EMEA in 27 currencies with consideration of various tax regulations  Management of logistics services including customs and freight costs  Operation of technical infrastructure and data management  License consulting and sales lead management Our solution  Reduced process costs thanks to consolidation and process optimization  Reduction of time-to-market allows greater flexibility  Verifiable improvement in customer loyalty (>75% of customers are highly satisfied) Benefits for our customers Leading multinational manufacturer of software and hardware products. More than 93,000 employees worldwide with annual revenue of USD 69 billion. continuereturn
  • 32. 32 | arvato | May 21, 2013 | arvato Customer Services sales presentation Industry description Public sector Public institutions are currently experiencing upheaval. In addition to providing high-quality and lawful administrative services, they have to develop and implement more effective structures and procedures. Modernized administration is aimed at enhancing the services provided, accelerating procedures, fulfilling tasks in an economical manner, reducing bureaucracy and increasing mobility as well as job satisfaction among administrative employees. A trailblazing response to these challenges can be found in the modernization of public administration with modern models of management and e-government. With its integrated solutions, arvato helps make administrative business processes more effective and efficient. In doing so, arvato combines extensive, longstanding experience from the private sector with the special requirements of the public sector.  Handling of requests submitted by telephone and in writing  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 public partners  Projects throughout Europe for public clients, including sensitive areas (e.g. emergency calls) Services Facts continuereturn
  • 33. 33 | arvato | May 21, 2013 | arvato Customer Services sales presentation Case study Public sector State chancellery of the Premier of the state of North Rhine-Westphalia, with its principal 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 a service 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 Internet platforms  Dispatching of general citizen concerns regarding various state government issues  Takeover of telephone centers and brochure services for various ministries Our solution  Use of the state government’s citizen and service centers as a shared service center – handling of projects of all state departments and the state chancellery  Since June 30, 2009, highly-qualified citizen advisers – now numbering 16 – have been working for 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 orders for brochures  Eighty percent of all incoming contacts are processed to conclusion during the first contact  Management of 50 current projects through the shared service center Benefits for our customers continuereturn
  • 34. 34 | arvato | May 21, 2013 | arvato Customer Services sales presentation Industry description Telecommunications The telecommunications sector is one of the leading sectors when it comes to outsourcing customer service to external partners. Excellent customer service and processing of extremely high contact volumes can only be realized in a cost-conscious way with the support of a partner who has a core competence in this area. arvato has by now become the leading service partner in the telecommunications sector. Thanks to our experience we are familiar with every process connected with customer service and we know precisely how it should be set up. As a result, we can help companies boost efficiency and discover potential savings.  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 the telecommunications sector Services Facts continuereturn
  • 35. 35 | arvato | May 21, 2013 | arvato Customer Services sales presentation Case study Telecommunications The client offers its customers everything from a single source: landline and mobile communications, DSL, mobile Internet and IPTV. Along with about 23.7 million landline connections (as of Q3/2011), there are around 12.2 million DSL connections. Added to this are more than 34.9 million mobile communications customers.  Front- and back-office solutions for private customers, business customers and retailers in the landline and mobile communications area  Service provided by 1,400 employees at 6 locations  Wide-ranging service portfolio for the entire customer lifecycle: Customer acquisition and development through up- and cross-selling, customer service (1st and 2nd level as well as technical support) and customer win-back Our solution  Takeover of complex and sensitive areas (e.g. support for indirect sales, business customers, key end customers)  Realization of cost reductions through reduction of process steps  Greater value retention in sales and marketing  Maximum flexibility during fluctuations in volume  Successful integration of operations and employees that have been taken over Benefits for our customers continuereturn
  • 36. 36 | arvato | May 21, 2013 | arvato Customer Services sales presentation Industry description Insurance Excellent service and high customer demands define the insurance business. Insurance companies in particular convey trust. It is important here to carefully develop customer relationships and consistently maintain them. We will readily 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 insurance companies Services Facts continuereturn
  • 37. 37 | arvato | May 21, 2013 | arvato Customer Services sales presentation Case study Insurance Public insurance companies and other customers from the insurance sector and building and loan associations.  Development, operation and enhancement of a proprietary benefits administration system  Service center as part of processing Riester benefits applications  Printing and mailing of individualized benefits applications  Documentation of returned applications  Data transmission to ZfA/the vendor  Digital archiving of images  Language: German Our solution  Enhancement and maintenance of the proprietary benefits administration system  Consideration of constantly changing legal requirements  Synchronization of various client interests on a standardized IT platform  Contract portfolio represents >12% of the total Riester contract volume in Germany  Significant cost reduction through bundling process volumes Benefits for our customers continuereturn
  • 38. 38 | arvato | May 21, 2013 | arvato Customer Services sales presentation Global service center network More than 85 locations worldwide in Europe, North America, South America, Africa and Asia Singapur Kitchener Toronto Valencia Monterrey Lima Buenos Aires Dublin Chesterfield East Riding Liverpool Sefton Twickenham Casablanca Marrakesch Barcelona Jerez de la Frontera Madrid Salamanca Sevilla Zaragoza Angoulême Chaumont Douai Dunkerque Laxou Le Havre Lens Marcq en Barœul Metz Poitiers St. Omer Troyes Tulle Vendin-le-Vieil Brünn TallinnAbcoude Venlo Konin Posen Stettin Bergamo Cernusco Mailand Istanbul Elazig Brasov Sibiu Reno 27 Standorte in Deutschland Yakima Peking Shanghai Jiading Manila Mumbai Nanchang Shenzhen Bogotá Bucaramanga Fargo Neu-Delhi
  • 39. 39 | arvato | May 21, 2013 | arvato Customer Services sales presentation National locations 24 locations throughout Germany More than 11,000 employees More than 9,000 workplaces Stralsund Rostock Schwerin Wilhelmshaven Münster Gütersloh Dortmund Duisburg Erfurt Chemnitz Senftenberg Cottbus Berlin Potsdam Brandenburg Neubrandenburg Eiweiler Kornwestheim Düsseldorf Schwedt Essen Delmenhorst Meerbusch Hamburg Monheim Harsewinkel Leipzig
  • 40. 40 | arvato | May 21, 2013 | arvato Customer Services sales presentation References These customers rely on us
  • 41. 41 | arvato | May 21, 2013 | arvato Customer Services sales presentation What you can expect from us As a matter of course Collaborative teamwork In addition Financial stability as part of Bertelsmann AG Superior quality Focus on the satisfaction of the client and customer Sticking to budgets and schedules Protection of data privacy Strong identification with the client Social responsibility Implementation of the Bertelsmann Code of Conduct Integrated process solutions Innovative business models Customized adaptation to the organization of our clients
  • 42. 42 | arvato | May 21, 2013 | arvato Customer Services sales presentation Thank you for your attention