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Direct sales solutions for a leading mobile phone discounter

Company
The company is responsible for spearheading the new mobile phone generation. The company’s SIM cards allow customers to make calls, send text messages or surf the Internet on their mobile phones across all networks, mobile or landline, at affordable prices, contract-free.

Objectives
The company was looking for a partner not only to build up and operate its entire technical infrastructure but also to develop complex database systems. CRM and Loyalty Solutions took on the task of operating and developing the company’s customer service, accounts receivable management and logistics systems. Within three months, the setup phase was successfully completed.
CRM and Loyalty Solutions has helped the company manage its "Mobile Virtual Network Operator" (MVNO) business model since 2005. The company takes full advantage of CRM and Loyalty Solutions’ one-stop capabilities, entrusting the team with entire processes from receiving and handling orders and payment processing to dunning, the shipment of SIM cards and its direct customer contact. In addition, the provision of a central IT system and competent project management are substantial elements in the service portfolio for the client.

Solution

  • Development and operation of a customized IT solution
  • Setup and operation of a service center
  • Logistics services
  • Setup and operation of accounts receivable management
  • Reporting systems

Success
By handing over the entire operational processing to arvato CRM and Loyalty Solutions, the customer is able to focus on its core business (product marketing). This direct sales solution involves an integrated array of services which include strategic consulting, customized database development and the shipping of SIM cards. Outsourcing its direct sales channels and customer communication to arvato brought the company a 20% increase in new customers in 2008. By bundling services through arvato, the company was able to reduce its costs while constantly refining its business model. Standardized and highly sophisticated IT systems with both internal interfaces between master data management, accounts receivable management and logistics systems and external interfaces to third party systems allow arvato to act within this highly dynamic yet fairly unpredictable environment. With flexible staffing and qualified personnel, the client has been able to achieve optimal service levels despite highly volatile demand volumes.

The result? According to an established telecommunications magazine and other independent reports, our customer has the industry’s most satisfied end customers!