Adopting a native cloud approach
Arvato CRM Solutions is a trusted partner to the private and public sectors, with expertise in delivering award-winning customer relationship management, business process outsourcing and public sector and citizen services. The business focuses on providing customer service, which is driven by technology and powered by its people. With more than 50 years of experience, it designs and delivers innovative, individual solutions for some of the most respected global consumer brands and UK public sector organizations.
UK customer service operations ran successfully on the Genesys PureConnect™ Cloud application for six years. But over time, Arvato wanted to adopt a more agile strategy that enabled quicker onboarding for new clients and a flexible location strategy allowing hybrid or home working for agents. This required cloud solutions, and their contract renewal with Genesys provided the ideal opportunity to evaluate the market.
“We wanted to consider the merits of a native cloud solution built from the ground up with an elastic web fabric — and, importantly, what advantages this offered for client onboarding and offboarding, faster service provisioning and flexible home working,” said Steve Miller, Head of IT, Design and Automation at Arvato CRM Solutions.
Reaching full workforce mobility
After evaluating other solutions, Arvato selected the Genesys Cloud CX platform. “In the end, it came down to trust,” said Gordon Dalgleish, Head of IT Solutions at Arvato CRM Solutions. “We knew Genesys and were impressed with the product. They introduced us to a brilliant partner, Foehn, who supported us throughout the migration.”
As the COVID-19 pandemic and first lockdown hit the UK, call volumes quickly and significantly increased, particularly with Arvato’s public sector and retail customers. Despite this, Arvato made the seamless switch to remote working during this time.