Thursday 28 September 2023

*UKHotViewsExtra* Arvato CRM Solutions – Differentiated growth through digital orchestration

arvatoBerkshire-headquartered Arvato CRM Solutions remains one of the most important players in the UK Business Process Services (BPS) and Customer Experience (CX) sectors – as evidenced by our most recent BPS Operations rankings (see here). It's also a business that we have not covered in detail for some time that has been going through a significant amount of change, with some key additions recently made to the management team (see Arvato strengthens its top team). As such, I took the opportunity to travel down to Arvato CRM Solutions’ new and extremely impressive headquarters in Datchet to meet James Towner (pitcured below), their Chief Growth Officer, Stephen Miller, the firm’s IT & Innovation Director, and Mike Stewart, the Intelligent Automation Practice Lead, to James Townerunderstand more about the business, its propositions and how its gearing up for the future.

Arvato CRM Solutions

First off, a bit of background on Arvato and its group of companies. Arvato CRM Solutions is part of a much larger Arvato Group, which includes a Supply Chain Management (SCM) business, a Financial Services arm (including debt management) and an IT solutions company, Systems. These businesses operate as separate entities within the Group structure. The Arvato Group is itself part of German Multinational Bertelsmann Global Media & Services business that includes mega brands such as RTLPenguin Random House and the music publisher BMG. Bertelsmann is a conglomerate with annual revenues of c.€18.7bn, an operating EBITDA of c.€3.2bn with some 145,000 employees spread across 50 different countries.

Arvato CRM Solutions is also what remains of a much larger ‘pan-European’ Arvato customer service business that (outside of the UK) was initially merged with Moroccan-headquartered Saham Group back in 2018, to create Majorel, which then IPO’d some three years later.  

HV PremiumTechMarketView clients, including subscribers to UKHotViews Premium can read the extended article here Arvato CRM Solutions – Differentiated growth through digital orchestration If you do not currently have access to UKHotViewsExtra but would like learn more, please contact Deb Seth for more information.

Posted by Marc Hardwick at '14:18' - Tagged: bpo   bps   CX   CXM  

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