Vodafone

Responsibilities

• Supplying all business and private customers of Vodafone Deutschland with all products available at Vodafone shops
• Handling customer returns
• Providing after-sales service, including cell-phone repair, review of guarantees and billing as well as customer support
• Processing and collecting open receivables that were not paid during the commercial collection process
• Minimizing losses of receivables
• Operating service centers for customer support provided over the telephone or in writing
• Conducting telemarketing in an effort to promote customer loyalty and reacquire customers

Customer

The international telecommunications leader Vodafone operates one of the world’s most high-performance, modern cell-phone networks in Germany. With about 34 million customers and a share of nearly 40 percent in the German cell-phone market, Vodafone Deutschland is among the largest European telecommunications providers. One factor behind the company’s success is its extensive range of innovative services. For private customers, these services include multimedia offerings like mobile e-mail, mobile TV and music downloads that can be easily accessed by a UMTS cell phone at the Vodafone live! portal.

arvato services helps Vodafone Deutschland with logistics, after-sales service, collection of receivables and customer service.

Logistics: In 2007, arvato services introduced a cutting-edge picking system. The system makes it possible to react to the widely fluctuating streams of items. In addition, a fully automated picking line has been set up to handle recurring, time-critical orders.

After-sales service: arvato services repairs cell-phone devices made by all well-known manufacturers. This work includes guarantee processing, including reviews, billing and replacement-parts management. Vodafone also relies on arvato services to perform local service, or the management of repairs at the point of sales.

Customer service: For years, the professional journal »Connect« has given Vodafone an »A« as the top provider of customer service among wireless providers. arvato services plays a major role in this performance: As the largest provider of customer service, it offers a major share of Vodafone’s customer support through a complete value chain that has grown to nine locations inside and outside Germany.

Central activities

• Operating a distribution center that conducts forward and reverse logistics as well as provides repairs
• Providing automatic picking of CallYa products
• Performing fully automatic picking of certain orders
• Delivering special services
• Performing individual repairs and SWAP handling
• Operating a customer hotline for repair jobs
• Running customer-service centers for postage-paid and DSL customers
• Providing telephone support to Vodafone shops and partner agencies
• Conducting telemarketing & retention inside and outside Germany
• Carrying out process management
• Indexing and dispatching incoming correspondence
• Processing written customer complaints (letters, faxes, e-mail)