Renault has selected arvato to develop and manage a front-office contact centre for Renault owners across the UK and Ireland. From April, the multi-channel solution will be the first point of call for after sales enquiries including customer enquiries, requests for information and complaints reception handling.
Following a competitive tender process, arvato was selected due to its proven track record in the automotive industry, coupled with its flexible approach to delivering a high quality and cost effective customer experience. The appointment expands arvato’s existing back-office relationship with Renault, which has already saved the business over £1.7million a year since 2007, through streamlining its B2B fleet vehicle services such as appointment and demonstrator bookings.
“arvato has already proved its strength as a true business partner to Renault in our B2B operations, and has demonstrated its ability to continually improve processes,” said Andrew Kirk, purchasing manager, Renault. “Its professional team, combined with an innovative and flexible approach to service delivery will enable us to deliver excellent customer engagement as well as considerable savings for the business.”
“Renault’s strong brand reputation has to be matched by its customer service and engagement, so it’s critical any enquiries are dealt with quickly and effectively, and any commercial opportunities are qualified and correctly progressed,” said Mark Brown, managing director, Contact Centres & Loyalty, arvato UK. “We’re delighted to expand our long-standing relationship with Renault, which will enable us to develop even greater savings and efficiencies for the business and help support its continued growth in the UK and Ireland.”
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