CRM Studio: Innovative Technologies for Testing
Customer communication today works via numerous digital channels and applications. Clients can now test the technologies Arvato CRM Solutions offers to support them with digitization, live in the new “CRM Studio” showroom in Gütersloh – from chatbots, to video identification, all the way up to personalized videos.
One example is the fictitious company QuantosX, specializing in teleportation – a type of travel famous in science fiction films, where a person “beams” from place to another in a matter of seconds. Using digital and classic customer journeys, Arvato CRM Solutions’ entire innovative solutions portfolio is presented at the corporate headquarters “An der Autobahn” and is a real experience for consumers.
For example, from the perspective of an customer who books a spontaneous teleportation to Amsterdam via chatbot. She receives an answer to her question about luggage size and has her personal data identified comfortably via VideoIdent and VideoChat. She receives initial information on her flight data and her teleportation via a personalized video that QuantosX sends shortly before her trip. Once she’s arrived at her friends’ home, she asks further questions via the channel WhatsApp before continuing her travels.
The CRM Studio gives clients the opportunity to gain information and new insights on the multifaceted options of digitization in customer service. Both the front and back end are shown, including solutions based on artificial intelligence and analytics, to showcase the overall performance and added value of Arvato CRM Solutions. The CRM Studio is constantly being expanded with new solutions, and custom prototypes for the customer interaction of the future are being developed as part of consultation projects, hackathons, and innovation workshops.