Case Study: Arvato CRM Solutions achieves flexible, cloud-first customer service with Kerv and Genesys Cloud

Arvato enables agents to work securely from anywhere, speeding up agility and creating innovative client solutions

Arvato CRM Solutions, a UK customer service and BPO provider, wanted to move beyond its existing contact center setup to a more agile cloud-first model. The company needed faster client onboarding and offboarding, accelerated service delivery, and the ability for agents to work securely from anywhere, especially as hybrid and remote working became more important. Kerv supported the evaluation and migration to a cloud solution, with Genesys Cloud as the platform used.

Kerv implemented Genesys Cloud for inbound, outbound, digital, and automated communications, helping Arvato CRM Solutions make a smooth transition to remote operations and improve flexibility across its workforce. The result was 1,100 agents enabled to work from any location, 175 agents onboarded in four weeks for a new client, and no disruption to billing or revenue. Kerv also helped reduce costs, support faster service rollback, and improve innovation and integration with other platforms.

Arvato CRM Solutions

Steve Miller

Head of IT, Design and Automation