Arvato has secured a new three-year contract to deliver the Renault’s back-office customer service in the UK and Ireland.
The business process outsourcing provider, which has operated front-office customer services for the automotive group’s Renault and Dacia brands since 2011, will now handle all customer complaints across telephone, email, web chat, SMS and social media.
The new contract will see the partnership more than double in size, with over 50 employees set to TUPE transfer to Arvato, with work to be delivered in-house from Renault’s UK head office in Maple Cross, Hertfordshire.
Baldev Johal, head of TCE Customer Support, Renault UK, said: “Arvato has demonstrated a great passion for our brand from the beginning of the partnership, delivering an outstanding track record of customer experience and helping us to achieve our growth objectives.
“Expanding our partnership with the business makes perfect sense, enabling us to align our customer services provision with one partner and further the success we’ve already realised.”
Arvato and Renault were named winners in the ‘Outsourcing Partnership of the Year’ category at the 2015 European Contact Centre and Customer Service Awards for delivering excellent customer service and engagement, whilst also achieving five per cent year-on-year cost savings for the brand.
Internationally, Arvato supports Groupe Renault as a strategic partner across a range of front and back-office functions in countries including France, Spain, Germany, Italy and India.
Debra Maxwell, chief executive, CRM Solutions, Arvato UK and Ireland, said: “We’re excited to extend Arvato’s successful relationship with Renault UK, applying our expertise in customer relationship management for the automotive industry to further develop our long term, flexible and successful partnership.
“Protecting market share and boosting average revenue per customer will be critical for automotive manufacturers moving forward, so providing an outstanding customer experience is now an important differentiator.”