Competencies
When services and products are combined into a custom package, the whole is greater than the sum of its parts. That is exactly what we give our customers: integrated services that offer added value.
Here you will find more about our competencies, which we use to put together customised solutions for you.
Our services at work:
What we can do for you
Using a fictitious product, we’d like to give you a brief idea of the range of services arvato can provide. During a product’s lifecycle, there are many tasks and services that a service provider can accomplish more effectively than an in-house solution: either as a complete supply chain or by supplying expertise for individual components in the process.
The challenge
An international developer and supplier of computer games is looking for an efficient service provider: CD games and strategy guides for the sequel to a successful game need to be produced and supplied to retailers.
In addition, an online shop needs to be set up so that games, game expansions, strategy guides, collectibles figurines and hardware – i.e. the console – can also be sold directly to end users.
And finally, the client wants to win new customers and increase product loyalty among existing customers. A "customer club" for fans of the game is to be developed to achieve this.
The solution
Our philosophy is to offer each customer the perfect solution for their requirements. So the crucial first step is to find out what a customer needs. What are their specific challenges and problems? The process always starts with a dialogue.
It quickly emerges that the company wants to outsource all the services and production processes related to the new game and the online shop. And preferably to only one partner, to avoid friction losses between different providers.
The arvato manager in charge of the account now compiles all the services that the customer requires, with the help of internal experts from the various departments.
A powerful IT system is needed for the online shop and for linking all the networking processes. arvato’s IT specialists take care of this side of things. In this particular case, for example, they ensure that fans can order and buy their game online - either as a CD to be shipped by mail, or as a direct download. They also make sure that the current stock-on-hand can be viewed at the click of a button and that call-centre staff can access a customer’s order status when they phone in with questions.
arvato also handles billing for online orders, as well as other financial services such as receivables management and factoring, if so desired, to increase cash flow and security and provide protection from bad debts.
The game CDs are produced and packaged by arvato, while one of arvato’s printing plants handles the entire production of the strategy guides.
arvato’s extensive logistics solutions ensure prompt, punctual and reliable delivery to online buyers as well as the game company’s retail partners. arvato also handles storage, order management and delivery for the consoles, collector figures and other fan merchandise.
The company also wants to set up a club for especially enthusiastic fans, where members can get the latest news from the gaming world, chat with each other and receive special offers. The club also offers a service hotline for help in all matters related to the game.
arvato’s customer loyalty and support experts design and operate the fan club. They also provide specially trained staff to ensure that every hotline caller gets the right answer to their question.
In addition, arvato supports the company in winning new fans and customers: An arvato agency designs a mailing and sends it to selected addresses throughout Germany in a targeted campaign.
And finally, after-sales services is also part of the service range. If a games console malfunctions, the repair team takes care of repairing the hardware.
Summary
arvato’s comprehensive range of services gives customers an individually tailored package of solutions which would be very difficult and expensive to match in-house. This allows them to concentrate entirely on their core competencies while arvato’s experts put their respective expertise at the customer’s service, working in the background to ensure that all processes work smoothly.
Our experience shows that a tailored, integrated, comprehensive solution can create value for customers which they would not be able realise on their own. Because we bring the knowledge we’ve gained from many successful customer solutions to each new job we take on.
Outsourcing gives you the freedom to focus on your field of expertise!
