Improvement & Avoidance
Learning, improving, avoiding: a high degree of customer satisfaction thanks to process optimizations
Our aim is to avoid unnecessary and non-valuable contacts with the service center and design customer services in such a way, that many questions do not even arise in the first place. Based on detailed analyses, we determine the potential for process improvements and use consumer feedback for continuous optimization of our client's procedures and our own services. This allows us to create a win-win situation for the end customer and our clients, and increases customer satisfaction while also reducing customer service costs.
Detailed analyses and sustainable process improvements allow us to reduce unnecessary and non-valuable customer communication. This way we can increase customer satisfaction while also reducing costs.
This makes us a competent partner
Social Media Risk Management
Checking user-generated content, reporting illegal content
User-generated content has become an integral part of the internet and plays an important role in the marketing mix. But companies have no control over what users post on their own websites and social media sites, which means that they cannot totally avoid illegal comments or posts.
With social media risk management, Arvato CRM Solutions offers you a way to avoid legal risks and damage to your image. This can be done in two ways: Our expert employees will check any noticeable posts and report them to a specified contact person in your company. Alternatively, a system based on artificial intelligence (AI) can automatically check posts, images and videos.
Customer Journey Design
Analyze the customer journey and create extraordinary customer experiences
Today’s consumers place much higher demands on companies than they used to: They want to communicate and to receive information and service through various channels. Customer journeys therefore run along an array of analog and digital touchpoints and offer companies a wide range of opportunities to differentiate themselves from the competition through positive customer experiences. Specifically at the points that play a central role in each customer's journey: the moments of truth.
But which touchpoints are the truly decisive ones? And how do they need to be designed to reinforce the moments of truth? Our experts carry out a holistic analysis from the point of view of your customers and develop solutions working together with you.
Voice of Customer
Understanding customer feedback and using it for improvements
Customer advisors in the service center are often the first to know which problems and issues currently occupy their customers. Feedback from consumers in the service center is a valuable source of information, which you can use to your advantage with Arvato’s “Voice of Customer” solution.
You can use this solution, which is based on consultancy and IT, to systematically record which issues and problems cause your customers to make contact. This way, you can develop potential for improvement and reduce contact volumes.
Feedback & Complaint Management
Processing complaints professionally and regaining trust
When dealing with complaints, professional customer service is especially important for maintaining customer loyalty. At the same time, systematic evaluation of customer feedback can provide important insights into how company processes can be improved.
We support you with extensive services in all aspects of customer feedback and complaints management, and ensure rapid and professional solutions to any customer concerns, through all communication channels in all the desired languages. With the help of our mature process management systems and analytical approach, we use our collective knowledge to provide valuable insights into improving your company processes.
Solutions to complex challenges
In the course of the digital transformation, customer communication is growing more and more complex. A positive customer experience based on the right strategy, technology and operational excellence is becoming a decisive competitive advantage.
As the market leader for CRM solutions in Germany, Arvato has decades of operational experience across all industries and combines this with innovative methods and technologies as well as up-to-date market knowledge. Our experts support you in optimizing your customer communication processes and preparing them for the future. We use analysis to prepare landmark decisions. This enables us to achieve maximum value added in customer service, customer acquisition and customer loyalty, in close collaboration with you.