Leading producer of metal toys

Responsibilities

• Leading producer of metal toys
• Supporting customer service

Customer

The company is a well-established German company that was founded in 1900 and gained its reputation primarily as a maker of metal toys.

In 1994, the company launched its own customer clubs. Its members pay an annual fee and receive a subscription to the company newspaper, the News; a coupon for the annual catalog; and a metal toy produced especially for club members. Through its club, the company provides uniform, regular information to end consumers, strengthens customer loyalty and lends a »VIP feeling« to loyal customers.

In 2007, arvato services began to oversee the international customer club, consisting of work in four languages and three currencies, as well as providing technical customer service.

To ensure that the club and customer service remain successful over the long term, arvato services developed a holistic solution that ranges from master-data administration in an individual database solution to the handling of complex debtor management in the club area. The range of services also includes operation of a service center that assists customers in more than 30 countries and the global distribution of magazines, DVDs and club cards to members.

Central activities

• Standardizing and professionalizing services to achieve economies-of-scale solutions
• Operating and refining the present customer club, including data and debtor management, print and lettershop services and a service center
• Operating and refining customer services, including assistance provided to end customers and retailers with questions involving technology, products, replacement parts and repair inquiries
• Securing important profit margins for the long term
• Developing and introducing an individual database solution
• Starting a service center, including white mail and e-mail processing
• Taking over all of the club’s print and lettershop services (welcome and membership-extension letters, club releases, etc.)
• Handling international debtor management with three currencies and three forms of payment
• Using a knowledge database and an e-mail response systems in the technical area