BARMER

Responsibilities

• Developing and carrying out the entire rewards program

Customer

With about 7 million members, BARMER is one of Germany’s largest providers of health insurance. For more than 120 years, it has been a dependable, professional partner to its members. BARMER members profit not only from the security offered by a large community but also from the expertise provided by a leading company.

Since January 2004, arvato services has been providing an array of services to the membership loyalty program, BARMER aktiv pluspunkten, on behalf of the insurance firm. In this work, arvato services can draw on its long years of experience in the implementation and optimization of customer loyalty systems, back-office services and service centers.

Working closely with the customer, arvato services assumed responsibility for the conception, consultation and introduction of the entire rewards program. To meet the high demands, designers developed complex solutions that covered the complete range of services – from the setup of a database to rewards logistics. For these purposes, arvato services turned to its extensive value chain, consisting of CRM consulting, data management, letter shop, customer services and logistics.

Central activities

• Developing and implementing the database
• Providing data for the Web site
• Setting up a service center
• Processing white mail and e-mail
• Handling returns
• Conducting individual correspondence
• Conceiving the rewards catalog and selection of rewards
• Assisting with the design of the rewards checkbook
• Producing the rewards checkbook on a weekly basis and sending it to all members
• Compiling rewards points
• Processing rewards orders
• Performing rewards logistics
• Developing and compiling comprehensive reports