Renault

Responsibilities

• Conducting diverse customer-service activities
• Supporting efforts to acquire new customers and win back former customers

Customer

Renault, a company that was established in 1898 and opened its business in Berlin in 1907, has successfully drawn on its inventiveness, keen sense of customer needs and ardent passion for the automobile to become No. 1 among international brands. In 2007, Renault was the biggest importer to Germany for the 17th consecutive time. Today, around 550 people work for Renault Deutschland AG, which is based in Brühl near Cologne. With around 1,400 dealerships, Renault has one of the most extensive automotive sales networks in Germany and employs nearly 18,000 people.

Renault strives to provide above-average service to its present customers, retain them by providing extraordinary assistance and acquire new customers by conducting targeted direct-marketing and marketing campaigns.

Since 1999, arvato services has been reinforcing Renault AG’s activities. In doing so, it has made a major contribution to the successful effort to expand and strengthen the existing customer base.

As a full-service company, arvato services provides all critical services, including project and customer management, service centers, IT systems, printing and letter shop as well as data management, from a single source. Regular reporting ensures a high level of transparency, enabling the success of all activities to be measured.

Central activities

• Modifying an individual lead-management solution
• Processing white mail and e-mail
• Preparing success-quantifying reports
• Supporting telemarketing activities
• Collecting and managing data
• Assisting marketing campaigns and direct-marketing activities
• Issuing regular reports about diverse CRM campaigns
• Providing customer support in the front office and assistance in the back office