Arvato, is gearing up to expand its relationship with long-term customer, Renault. The BPO provider has operated front-office customer services for the automotive group’s Renault and Dacia brands since 2011. Internationally, Arvato also supports Groupe Renault as a strategic partner across its back-office functions. Now, under a new three-year contract, it will also provide back office customer services in the UK & Ireland. That will mean handling all customer complaints whether via telephone, email, webchat, SMS or social media. With the partnership doubling in size, another 50 employees are set to transfer to Arvato.
Arvato has found the private sector far more buoyant than the public sector over the last year or so. CEO of Arvato CRM Solutions, UK & Ireland, Debra Maxwell, has pointed to “an unsurprising slowdown in the public sector”, with the finger of blame firmly pointed at June’s EU Referendum and a change in Government and a resultant “wait and see approach”. Yesterday’s news of a snap General Election – see Snap General Election: More short-term uncertainty – will exacerbate that situation this year. Our UK BPO market forecasts highlight this divergence between public and private sector BPO – see UK BPO Market Trends & Forecasts). Arvato, will, therefore, be pleased to be further strengthening its footprint in the automotive sector where, alongside Renault, it also works with BMW (see Arvato drives off with BMW UK) and the Harley Owners Group.
The Renault contract will also be another reference site for Arvato’s customer relationship management (CRM) expertise. Already, the improvement in customer service at Renault has been highlighted as contributing to the company’s growth in market share and a 12.5% increase in new car sales last year. Webchat was amongst the new technologies introduced; it now delivers 60% of all new vehicle leads via contact centres.
Posted by Georgina O'Toole at '09:46'
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