arvato UK and Renault UK Partnership Wins Major European Customer Service Award
The partnership between arvato UK and Renault UK has been recognised for delivering excellent customer service and engagement at this year’s European Contact Centre and Customer Service Awards (ECCCSA).
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arvato UK and Renault UK Partnership Wins Major European Customer Service Award (Photo: Business Wire)
The partners were named winners in the ‘Outsourcing Partnership of the Year’ category, seeing off stiff competition from five other shortlisted entries.
The judges praised the partnership’s ability to support Renault UK’s ambitious growth objective of achieving five per cent market share by 2017 through the delivery of three key outcomes; consistently providing a high service quality, increasing sales through the creation of new commercial opportunities and saving costs.
arvato UK has been working with Renault UK since 2007 and supports the car manufacturer’s front-office customer service. The partnership has achieved five per cent year-on-year cost savings for the brand by delivering process efficiencies, developing a new flexible staffing model and introducing multi-channel technology, which includes social media and web chat – now the most popular contact channel for Renault customers. The partnership also supports outbound lead generation activities.
The past 12 months have been particularly successful, with Renault UK now regarded as ‘best in class’ internationally for customer service within the wider Renault-Nissan group. The brand was included in the top 10 organisations for recording the most significant growth in the 2014 UK Customer Satisfaction Index, and has achieved an 86 per cent improvement in its Net Promoter Score – a key measure of customer loyalty.
Baldev Johal, head of customer relations and warranty at Renault UK, said: “Throughout the partnership, arvato has been really responsive to our needs and demonstrated a great passion for our brand. They’ve introduced a range of innovative solutions and have continuously strived to help us achieve our business objectives of growth and delivering an outstanding customer experience. This success is a great testament to the work that’s been done so far, and we look forward to continue learning from each other as we grow together.”
Debra Maxwell, managing director at arvato UK, commented: “To be recognised with this prestigious award against tough competition from across Europe is a fantastic milestone for our relationship with Renault UK. It recognises our commitment to consistently delight Renault’s customers at every touchpoint and our ability to provide tailored solutions to meet the specific customer service needs of the UK’s automotive industry.”
The ECCCSA recognises the best and most successful individuals and organisations in the contact centre and customer service industry across the UK and Europe. The awards were announced at Old Billingsgate, London on Wednesday, 10th June.
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Contact information
Citypress for arvato UK
Peter Lappin
Citypress
Tel: 0161
235 0300
Email: arvatopr@citypress.co.uk
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