Case Study: Arvato achieves optimized customer experience with BSI Business Systems Integration AG

A customer service solution for optimized customer experience

Arvato Supply Chain Solutions, an international supply chain and e-commerce service provider, needed a future-ready customer service setup to better manage complex customer journeys and improve customer experience. Working with BSI Business Systems Integration AG, Arvato set out to build a customer service portfolio that could balance automation with personalization across its global service operations.

BSI Business Systems Integration AG implemented a fully integrated customer service solution centered on BSI’s CRM platform, connecting CRM and ERP systems for end-to-end visibility from order to delivery and payment. The solution became Arvato’s central customer service hub, offering multi-client capability, flexible process configuration, easy channel integration, and a clear user interface; it also helped accelerate delivery, with go-live achieved in just 1.5 months, and was expected to improve first contact resolution (FCR).

Arvato

Christina Frank

Vice President Customer Service