Arvato wins deal with BMW Group
Arvato’s CRM & Public Sector unit in the UK has won a five-year contract to provide multichannel customer services for BMW in the UK and Ireland. The partnership will see Arvato support customers of the luxury automotive group’s BMW, MINI and Motorrad brands across telephone, email, web chat, SMS and social media. Working with the Arvato Financial Solutions team in the UK, Arvato will also manage financial interactions throughout the customer lifecycle for BMW and MINI financial services. Overall, Arvato will manage approximately four million customer and retailer interactions per year for BMW.
The majority of the 200+ team will be based at Arvato’s multi-channel customer engagement centre in Slough, Berkshire, south-east England, with a small group located in-house at the BMW Group UK offices in Farnborough.
0 Arvato was selected following a competitive tender process for its solution which will align customer relations activities across BMW’s sales and financial services operations, and deliver an outstanding customer experience.
The deal represents an expansion of Arvato’s established relationship with BMW, which includes services delivered from Germany, China, Italy, France and Romania.
0 Debra Maxwell, CEO, CRM & Public Sector, Arvato UK & Ireland, said: “BMW is a mark of premium quality in a highly competitive market and we’re looking forward to strengthening its outstanding reputation for delivering an excellent customer experience. This deal builds on our presence in CRM for the automotive industry and forms a basis for future growth delivering customer engagement strategies for luxury brands. It’s an outstanding achievement by our team – congratulations and a big thank you to everyone involved – well done!”
Bryan Mouat, CEO, Arvato Financial Solutions UK & Ireland, commented: “It’s great to see Arvato teams pull together – CRM and aFS in the UK, and our German colleagues who have a trusted relationship with BMW – to make this deal happen.” He added: “Managing customer services and financial interactions as one end-to-end process will really help BMW align service levels across sales and financial services and Arvato is perfectly placed to deliver this.”