2017 Arvato At a Glance

Transcription

1 Arvato At a Glance 2017

2 Dear readers, dear friends of Arvato, Arvato is an international service provider. About 70,000 employees in more than 40 countries design and implement innovative solutions for clients from all over the world, covering a wide range of business processes. These include CRM, SCM, financial and IT solutions. In short: We manage the flow of information, products and money. Our clients, leaders in a wide range of industries, rely on Arvato s portfolio of solutions: from telecommunications providers and utilities companies, to banks and insurance companies, to e-commerce, IT and internet providers. Arvato is a Bertelsmann division. Arvato is a high-performing, strong service provider and a leader who provides a wide range of solutions for the most successful and attractive companies around the world. Our goal is to be the solution partner for our clients, and our key business goals are to offer scalable operations, cutting-edge solutions powered by the latest technology, and to maintain and improve strong client relationships. The Arvato team consists of about 70,000 people and is active in more than 40 countries around the globe, with sales at 3.8bn. This brochure provides an overview of our business segments and gives you a basic idea of what Arvato has on offer as a services provider and as an employer. We invite you to take a look and see how we can be a partner for you, too. Yours sincerely, Karin Schlautmann, Executive Vice President Corporate Communications of Bertelsmann

3 5 Facts and Figures billion 70, million > 1.1 billion 170 million > 3.2 billion business volume employees worldwide consumers served in 30 languages shipments per year credit assessments per year in processed receivables 359 million million > 100, Operating EBITDA publishers served by Arvato as service provider customer interactions hours of digitization capacity per year countries different payment options

4 7 The Arvato Board Thomas Rabe Chairman & CEO Bertelsmann Bernd Hirsch CFO Bertelsmann Immanuel Hermreck CHRO Bertelsmann Rolf Hellermann CFO Arvato Thomas Mackenbrock CSO Arvato Andreas Krohn CEO Arvato CRM Solutions Frank Schirrmeister CEO Arvato SCM Solutions Frank Kebsch CEO Arvato Financial Solutions Matthias Moeller CEO Arvato Systems

5 9 Strategic Framework Arvato s strategic framework builds on our Solution Groups strategies. It provides the direction of Arvato s further growth based on even more international, even more innovative solutions. Scalable operations Arvato is very strong in the operative implementation of services. The reliability of these services must be ensured in the future as well. By bundling platforms and systems, Arvato can benefit from economies of scale and offer clients individual solutions more quickly. Strong client relationships Arvato can achieve further growth with an even more targeted client approach in sales and marketing. Retaining top clients and expanding business relationships with them is essential. Arvato will systematically develop medium-sized yet promising clients in order to grow along with them. Cutting-edge solutions Arvato invests in progressive technologies such as cloud services, big data, artificial intelligence and robotics. The bundling of know-how in key industries will further strengthen Arvato s position. Within the organization, the task is to internationalize existing solutions as comprehensively as possible. Portfolio and culture These strategic priorities are supported with the ongoing analysis of our portfolio on one hand, and the development of our culture on the other hand.

6 11 Arvato provides its solutions in more than 40 countries around the globe Arvato has around 200 sites in more than 40 countries around the globe. From here, our 70,000 colleagues provide scalable solutions that combine our deep industry and market know-how with our ability to ensure global delivery.

7 13 Arvato is organized into four Solution Groups Arvato CRM Solutions Arvato SCM Solutions Arvato Financial Solutions Arvato Systems

8 15 Arvato CRM Solutions 1,315 Million Revenues 1) 44,644 Employees worldwide 2) Driven by technology, differentiated by experience, powered by people We design, deliver and differentiate customer service on behalf of some of the world s most respected brands. Customer service is about technology, because constantly evolving technology is driving up customer expectations and has the power to simplify service delivery for you. So naturally we support your customers and your need for competitive advantage. Customer service demands experience, because service is one of your most valuable brand assets and becoming more complex to deliver. Differentiated by our experience, we are global, take a long-term perspective and have know-how across the customer journey. So we re your partner for the duration. Above all, customer service is about people, because service is a human thing even if it s delivered by a robot. And it s people that apply technology, draw on experience, and add value. Our enterprising spirit means we re defined by our people, who deliver effectively in the face of the unpredictable, shape the future, and drive global consistency as well as individual nuance. Driven by technology and differentiated by experience, we will ensure you perform. But powered by people we will also help you transform. More than 43,000 people at 100 locations, across 5 continents, speaking 35 languages to 600 million customers every day. crm.arvato.com 1) As of ) As of 03/2017

9 17 Arvato SCM Solutions 1,450 Million Revenues 1) 13,089 Employees worldwide 2) Engineered to Perform Arvato SCM Solutions offers supply chain management and beyond. Our focus is on consumer-oriented industries such as automotive, banking and insurance, consumer goods (FMCG) and fashion, healthcare, high-tech and entertainment, publishers and telecommunications. For all of these sectors, we provide tailor-made, sustainable and innovative solutions that meet the individual needs of our clients and enable them growth and transformation. We rely on advanced technologies to turn omnichannel, digital and hybrid business models into reality. Thereby we place a particular priority on aspects such as global availability, visibility of the supply chain, automation and digitization of processes. Our strategies for you base on deep industry know-how and IT expertise, always taking advantage of economies of scale across industries. Whatever you need we find the solution. Our industry specialists, more than 14,000 employees worldwide, and not least our passion to keep inspiring our clients and their customers, are here to make sure of it. What can we do for you? scm.arvato.com 1) As of ) As of 03/2017

10 19 Arvato Financial Solutions 623 Million Revenues 1) 10,417 Employees worldwide 2) Convenience in every transaction Arvato Financial Solutions is synonymous with professional financial outsourcing services centering on cash flow in all phases of the customer lifecycle. The portfolio covers a complete range of stand-alone solutions from fraud prevention and risk management to invoicing and debtor management, the sale of receivables and debt collection, as well as fully integrated end-to-end order-to-cash solutions. We leverage deep domain expertise, global talent, technology and process engineering to design innovative solutions with a strong focus on business outcomes. As part of this, we focus on minimizing default rates in the business initiation phase and during the collection process. As a result, our services also include optimizing the selection of payment types internationally. At Arvato Financial Solutions more than 10,000 employees manage around 10,000 clients, specializing primarily in the retail/e-commerce, telecommunications, insurance, banking and healthcare sectors. Our aim is to make financial transactions as convenient as possible and our philosophy is grounded in the belief that close, long-term partnerships are the key to successful outsourcing. This approach has turned us into Europe s third largest integrated financial service provider. Your one stop shop for financial services. Professional. Reliable. Efficient. finance.arvato.com 1) As of ) As of 03/2017

11 21 Arvato Systems Smart IT Solutions for your digital business model Global IT specialist Arvato Systems supports major companies through digital transformation. Around 3,000 staff at over 25 locations deliver in-depth technology expertise, industry knowledge and a firm focus on customer requirements. Working as a team, we develop innovative IT solutions, transition our clients into the Cloud, integrate digital processes and take on IT systems operation and support. Our business relationships are personal; we work with our clients as partners, so that together we can achieve long-term success. 397 Million Revenues 1) 2,934 Employees worldwide 2) We provide Comprehensive IT solutions for retail and media industries as well as for utility companies and the healthcare sector Long-term experience in Digital Transformation Competence in key areas like Cloud Computing, CRM, Customer Experience, Enterprise Information Management (BPM, ECM ), Omni-Channel- and E-Commerce A broad spectrum of IT-Outsourcing and Infrastructure Services, including Managed Services, and an according Application Management Strong technologies and partners, including Microsoft and SAP it.arvato.com 1) As of ) As of 03/2017

12 23 History Promising ideas are the driving force behind social development. They provide motivation and guidance, and tap undreamed-of potential. The beginnings of Arvato can be traced back to one such visionary idea: a consistent focus on how a company can support its clients. The history of Arvato began more than 175 years ago, when Carl Bertelsmann opened a lithographic printing shop in the East Westphalian town of Gütersloh. This was the nucleus for the development of a BPO services group that today accounts for about 70,000 of Bertelsmann s employees. The business started by printing and later also shipping books for Bertelsmann s publishing companies, and then expanded to provide services for external clients. Arvato subsequently grew larger, became involved in new industries, developed innovative products, and expanded into other countries and continents until it became what it is today: a unique international service provider that occupies a leading position in numerous market segments and serves the world s most dynamic and admired companies.

13 25 Milestones in the Company s History 1972 First service businesses in France Launch of the first service businesses 1835 in France. Founding of the publishing company Bertelsmann Verlag The company initially publishes Christian materials in the Protestant tradition; fiction titles were not added until much later Cooperation with Microsoft When Windows 95 was introduced, Microsoft decided to launch a cooperative venture with Bertelsmann Marketing Services Expansion of the healthcare service business Arvato enters the healthcare market Expansion of integrated e-commerce services One of the biggest transactions in our history: Arvato acquires major parts of the Netrada group, a leading e-commerce and logistics provider for the fashion industry. On this basis, Arvato further strengthens its e-commerce-services growth platform Foundation of the printing company Mohn & Co. GmbH Reinhard Mohn founded a new publishing and printing company for the German market First service activities begin in Poland The first distribution center in the Polish city of Poznan The Bertelsmann division Druck und Industrie ( Printing and Industry ) becomes Bertelsmann Arvato The name reflects the growing importance of the service business for the Bertelsmann group million cell phones for China Arvato consolidates its position in China as the leading outsourcing provider in the country s telecoms industry.

14 27 Further Information about Arvato Website The Arvato website gives a clear, comprehensive presentation of the company with its individual business units, products and services. The website also features our latest news, facts and figures about Arvato, and a link that enables you to Bertelsmann Annual Report Our parent company s annual report also provides information on Arvato s key business developments and consolidated financial statements. In addition to the printed version, the Bertelsmann Annual Report is also available as contact Arvato directly. an interactive online version and as an app. Social Networks We share entertaining information about Arvato on Facebook and YouTube. In addition, our Twitter channel, grouped provides the latest news and updates from our company, our people and our solutions. In the Arvato Social Cloud, you can follow all social media posts from dozens of channels in real-time. arva.to/facebook arva.to/twitter arva.to/youtube arva.to/xing arva.to/linked-in Create Your Own Career As a global media, services and education company with well over 110,000 employees, Bertelsmann ranks among the top employers on both the national and international stage. The portal features current job openings as well as events and news related to working and pursuing a career at Bertelsmann and Arvato.

15 Visit us on Facebook, Twitter, YouTube, XING and LinkedIn! Contact Bertelsmann SE & Co. KGaA Corporate Communications Carl-Bertelsmann-Straße Gütersloh Germany 08/2017