Case Study: Arvato CRM Solutions achieves remote workforce mobility and rapid onboarding with Genesys Cloud CX

Gaining an edge with a cloud-first strategy

Arvato CRM Solutions, the customer‑service and BPO arm of Bertelsmann serving UK public and private sectors, needed a more agile, cloud‑native platform to speed client onboarding/offboarding, enable hybrid and home working, and accelerate service delivery for its 1,100 agents. With an existing Genesys PureConnect deployment coming up for renewal, the company sought a solution that would improve flexibility, scalability and time to market.

Arvato migrated to Genesys Cloud CX with partner Foehn, integrating it with workforce management to ensure zero disruption to billing and reporting. The move enabled seamless remote working during COVID, cut costs (by removing call diverts and adding chat/email), reduced support effort and ownership costs, onboarded 175 agents in four weeks, made recruitment location‑agnostic and allowed faster prototyping, scaling and service rollout.

Arvato

Gordon Dalgleish

Head of IT Solutions