Arvato Customer Services Implements FYVE Community Solution
Guetersloh. The FYVE Community has been live since last year, and complements the classic customer service channels provided by prepaid telecommunications provider FYVE. The FYVE Community is a forum that enables users to exchange information on all topics related to FYVE. The solution is based on Arvato Customer Services. The outsourcing provider, together with its collaboration partners, designed and implemented the Community, and is also responsible for managing and supporting it.
The FYVE Community provides users with an opportunity to discuss the services offered by the prepaid provider. In this way, they benefit both from the expert knowledge of the service team, made available by Arvato, and from the experiences of other users.
The technical solution is based on a “White Label Community Platform” that was developed by Arvato, taking into account the specific requirements of customers. As well as an option to ask questions and to assist other users in solving their problems, users can also access officially confirmed FYVE knowledge in the knowledge database. In particular, the database covers frequently asked questions.
There is also a feedback area with details on current tariffs and the latest cellphones and smartphones. Users can post reviews here, which can be used as experience reports by other users to help them in their purchase decisions.
An integrated points system offers an incentive for using the Community: Users receive points for every activity in the Community. The person providing the best responses and the top improver of the last 30 days are determined at the end of each month. The winners receive a starter kit or a voucher, for example. The Community can also be accessed via today’s most popular social network through a Facebook App.
“We are finding that more and more companies need to expand their contact channels to social media. To meet this specific demand we have added social media solutions to our classic customer service portfolio. We are delighted that we have a customer with whom we have been able to implement the topic of web services,” explains Sarah Latsch, Head of Integrated Solutions at Arvato Customer Services. She adds: “The Community Solution is an integral part of Customer Relationship Management at FYVE. It ensures that customer advice can be provided seamlessly across all channels.”
FYVE is a cooperative brand of ProSiebenSat. 1 Digital GmbH and Vodafone GmbH. ProSiebenSat. 1 Digital GmbH is responsible for the FYVE brand and for marketing FYVE products. Vodafone GmbH is the service provider and contractual partner in terms of all FYVE GSM services.
Arvato is a leading European BPO provider. Over 63,000 employees design and implement tailor-made solutions for a wide range of business processes along integrated service chains for business customers all over the world. The company’s portfolio includes all services related to data management, customer care, CRM services, supply chain management, digital distribution, financial services, professional and customized IT services as well as the creation and distribution of printed materials and digital storage media.
The Customer Services business unit is a leading CRM provider in Germany and provides tailor-made solutions in all areas of customer communication. Today the Arvato Service Centers serve around 35 million consumers and business customers worldwide in 30 languages via all communication channels.