Best in any test
Arvato designs debt collection to suit bold demands from Telenor Arvato Financial Solutions is Europe’s third-largest supplier of integrated financial services. But that wasn’t what impressed Telenor the most. It was the great combination of experts and skilled employees that Arvato brought together in the Norwegian harbour village of Rørvik.
Telenor - a success story
When Telenor decided to outsource its debt-collection operations and invited several companies to tender, Arvato emerged as the clear frontrunner. Arvato has its debt collection headquarters in Rørvik, a charming fishing village on the famous Hurtigruten cruise route that is also the base for Telenor’s credit centre.
arvato's Norwegian debt collection business is headed up by Kristin Moe Fjær, an ambitious manager who was named Businesswoman of the Year by the local business community in Namdalen in 2012. Using benchmarking as a key working method (Arvato comes out on top in any comparison with other agencies), Arvato currently obtains and safeguards the highest volume of debt collection cases from Telenor.
The key to their success is finding a balance between retaining valuable customers and collecting payment for outstanding debts. It’s a balancing act that Arvato takes seriously, and works to be best at.
Small steps lead to millions in profit
Previously employed by Telenor for 22 years, Arvato Business Developer and Analyst Vidar Fjær knows how significant volumes are for a player such as Telenor, in terms of costs, revenue – and reputation. “It’s not just the resolution rate that is important,” he says. “You also have to support the bottom line. With Telenor’s volumes, a minor change can have major consequences.”
"arvato has highly skilled people - that is part of their formula for success."Bjørn Ola Holm, Telenor Invoice and Credit Manager
Just ask Telenor
Telenor Invoice and Credit Manager Bjørn Ola Holm has spent many years ensuring that customers pay for the services they receive. This involves rating, billing, payment and collection. He works with private and corporate clients, for both the fixed and mobile networks.
“Having the credit centre at Rørvik, outside Telenor, is an advantage for us,” he says. “The ability for us to transfer people to the credit centre and get it up and running was one of many reasons why Arvato was selected. They were also chosen because they have delivered the best results over a long period in our benchmarking.
It is important to have a partner that is solutions-oriented. We know that reaching an agreement is a priority for some of our customers, and for Telenor it is essential that they retain as many customers as they can.