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arvato awarded customer services contract with BMW 27 January 2016

Handling four million customer and retailer interactions per year

arvato has won a five-year contract to provide multichannel customer services for BMW Group in the UK and Ireland. The partnership will see arvato support customers of the BMW, MINI, and Motorrad brands across telephone, email, web chat, SMS and social media. arvato will handle approximately four million customer and retailer interactions per year and manage financial interactions throughout the customer lifecycle for BMW and MINI financial services.

The majority of the 200+ team will be based at arvato’s multi-channel customer engagement centre in Slough, with a small group located in-house at the BMW Group UK offices in Farnborough.

arvato was selected following a competitive tender process for its solution which will align customer relations activities across BMW Group UK’s sales and financial services operations, and deliver an outstanding customer experience.

The deal represents an expansion of arvato’s established partnership with BMW, which includes services delivered from Germany, China, Italy, France and Romania.

arvato already delivers customer relationship management services for businesses such as Renault, Harley Davidson, Zara, and Texaco and a range of public sector clients.