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L o a d i n g . . .

Arvato extends Benelux contract with Zalando

01 Sep 2013

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Abcoude september, 2013

Arvato extends Benelux contract with Zalando and expands with Germany and France.

For the next three years Arvato Benelux will continue to take care of Zalando's customer services. This contract with Europe's leading online shoe and fashion retailer now includes three languages and four countries

Cooperation between Zalando and Arvato Benelux started early 2011 with customer services for The Netherlands and Belgium (Dutch part). Since the start, the team has grown from 10 to 35 customer service agents. Zalando is now ready to commit to a three year contract and to expand the services. Arvato Benelux will now be responsible for customer services in The Netherlands, Belgium, France and Germany.

International team

Arvato will deploy an international customer service team for Zalando. Over 200 customer service professionals will work from Venlo (Netherlands), Metz (France) and Duisburg (Germany). The French and German colleagues will be trained by Arvato Benelux and Zalando. In addition to customer services, Arvato assists Zalando in recovery of payments through Arvato Infoscore for The Netherlands, Belgium, Germany and Switzerland.

Marc Noortman (CCO, Arvato Benelux): “The choice of a premium brand like Zalando for Arvato is an important step to realise further internationalisation of our portfolio. We are proud of the close cooperation between Arvato's European branches, which has enabled this strategic partnership.”

Cooperation and trust

The international services of the Arvato group is one of the reasons for Zalando to work with Arvato. Delivering a stable level of quality within the service levels is essential. Zalando also values Arvato’s active approach to suggesting ideas and solutions for improving services and saving costs.

Eva Scholtes (Key Accountmanager): “Zalando is a client with an amazing momentum. Cooperation between us is good and there is great mutual trust. This enables us to deliver a stable level of high quality and to act quickly within changing circumstances. We look forward to continue delivering the same quality from the different locations in Europe.”

About Zalando

Zalando is Europe’s largest online retailer of shoes and fashion. The extensive product range for ladies, men and children includes well-known fashion brands as well as highly coveted designer brands – Zalando works with more than 1,500 brands. Besides shoes and clothing, Zalando also offers exclusive accessories, home products and sports items. Zalando was established in Germany in 2008 and now operates in 14 European countries.

About Arvato;

Outsourcing partner Arvato is a leading service provider of effective total solutions relating to Customer Services, Credit Management Services, Marketing & Data Services and International Supply Chain Management for markets in Europe and beyond.

Arvato has an extensive network of over 37,000 employees working in 35 countries worldwide. In the Netherlands, Arvato has offices in Abcoude, Amstelveen, Venlo and Venray.

Arvato is part of Arvato AG, the media service provider for Bertelsmann AG, one of the biggest international media concerns. Other well-known Bertelsmann companies in the Netherlands are RTL Nederland and G+J Uitgeverij.

© Arvato Benelux: a Bertelsmann company - Designed and Developed by Harver