CCW 2015: Arvato CRM Solutions presents new solution portfolio
Building relationships – creating value: this is the theme for Arvato CRM Solutions’ trade fair presentation at this year’s CCW from February 24 – 26 in Berlin. With a completely revised and expanded solution portfolio, Arvato is positioning itself for the challenges in the digital transformation of customer service and supports its clients in offering their target groups a seamless and cross-channel customer experience.
“As the leading CRM service provider in Europe, we want to offer our clients services that go beyond processing customer queries. So the focus of our solution portfolio is on making every contact with the brand a positive experience for the end customer – across all contact channels and throughout the entire customer life cycle,” explains Daniel Welzer, CEO Arvato CRM Solutions Germany. “This way we support our clients in establishing valuable and lasting customer relationships and in being successful in the market.”
The fair presentation in Hall 4, Booth F8/G7 revolves around an innovative solution portfolio that consistently integrates all channels with each other and that holistically and flexibly covers all of our client’s needs. Arvato CRM Solutions has also structured its new portfolio in line with these customer requirements:
- Maximize Value: In direct dialogue with the end customer, Arvato achieves the greatest possible added value for its clients supported by sales activities along with high efficiency and quality standards. For visitors to the trade fair CCW, Arvato is presenting an approach to knowledge and process management that documents and structures complex knowledge and makes it accessible to employees during customer dialogue via intuitive user interfaces. This increases service quality and reduces processing times.
- Optimization:Based on automated analysis, the latest customer and contact situation is analyzed in real time and the communication is guided into the optimal channel. As a result, for example, a personal consultation with the end customer is possible even during online shopping. With the help of the proper solution from Arvato at the CCW, the best moment for establishing contact is automatically determined – ideally just as the customer is about to make a purchase decision.
- Deflection: By developing self-service channels and interaction solutions, Arvato allows end customers to resolve their issues independently and systematically without having to contact customer support. The result: Well-informed and satisfied customers and a reduction in customer queries to the service center. Visitors to the CCW can see for themselves on site how the sematic online search function eSearch documents the actual key issue in a customer query and promptly assists the customer in resolving it. Queries through direct communication channels are avoided.
- Avoidance: Non-valuable customer communication is reduced and the customer experience is continuously improved through detailed analyses and lasting process improvements. With its services related to customer feedback and complaint management, Arvato is demonstrating at the exhibition booth that listening to the end customer also pays off for the company: A quick and professional solution for customer concerns increases customer satisfaction and reduces costs. In addition, Arvato uses the knowledge gathered to support its clients with valuable input for improving business processes.