Arvato Iberia’s Plans for Growth in Spain
To achieve this growth, the company intends to grow organically in its current lines of business and expand its services into new sectors such as healthcare, where Arvato can help increase efficiency. "New needs and requirements are emerging among users of healthcare services, and the solutions we can provide are flexible, agile and reduce the cost of health," reasons the CEO.
Other opportunities will be generated by cross-selling between the various lines of business to provide integrated business process outsourcing (BPO), and from the transformation to digital. The company’s operational and commercial entry into Latin America, where it has now opened offshore centers in Colombia and Peru, will be another pillar of growth.
Shortinterview with Alexander Weihe, CEO of Arvato Iberia
What growth potential does the Spanish market offer BPO providers?
The BPO sector is seeing strong growth in the current economic crisis, and has multiplied by seven in the past ten years according to a DBK study (www.dbk.es). Compared to other European markets, the outsourcing rate is still low and expected to grow. Especially industries like banking and insurance are growing their outsourcing activities, but there are also opportunities in utilities and the public sector.
In Spain, we are the only provider capable of offering integrated industry solutions across all interactions with the end customer.
What challenges exist in the Spanish market?
The current economic situation, with contraction of PIB and reduction in consumer demand, means we have to react flexibly to the challenges our clients face in their own businesses. The backing of our group enables us to be a stable partner to our clients in difficult times. The economic situation also helps to highlight the advantages of outsourcing, which is now here to stay in Spain.
What is your prediction for developments in the future?
Arvato Iberia expects organic growth fueled by high-value customer interaction services for large telecommunication companies, banks, insurance, utilities and retail, BPO transactions and quality offshore services provided from our sites in Lima (Peru), Bogota and Bucaramanga (Colombia).
Now is the time for us to lay the foundations for development once the economy picks up again.
Outsourcing solutions in Spain and Latin America
Weihe has been responsible for Arvato Iberia as CEO since 2009. Arvato Iberia covers all services related to customer service, supply chain management and marketing services in the regions Spain, Portugal and in the offshore centers in Latin America. Arvato Iberia has been operating in Spain for 40 years, employs a workforce of 7,000, and its clients come from industries including telecoms, utilities, banking and insurance, retail and the public sector. It currently generates 80% of its sales in the private sector, and 20% in the public sector.