Contact Center Solutions Featured Article

Harley-Davidson will now ride its business with the help of a new a multilingual contact center set up by arvato loyalty services, according to the companies. This new contact center will help in increasing the sales of its authorized motorbike rentals, tours and training courses across EMEA.

 

This move by Harley-Davidson signifies the company’s intent to take control of its Rider Services. This was earlier handled directly by dealerships and third party tour operators. The company is looking to reach new customers who are looking forward to have a Harley-Davidson experience.

 

Speaking in English, German, Spanish, French, Dutch and Italian, arvato's tri-lingual agents will handle online and telephone-based bookings from consumers across EMEA. Through a series of direct cross-sell campaigns across 2009, these agents will increase sales of the services.

 

Patrick Allsop, program manager at arvato, said: "We have created the contact centre in record time - in just over seven months, we have trained dealerships on the ground in five countries in EMEA and established a fully operational central point of contact and unified booking system to support the uptake of Harley-Davidson's key rider services. Customers are now already booking the Harley-Davidson experience of their dreams.”

 

The online booking system has an aim of supporting more than 70 dealerships by the end of 2010. This will provide them with a user-friendly tool to manage all bookings. arvato also manages services for Harley-Davidson's 100,000-strong Harley Owners Group (H.O.G.), including magazine fulfillment, retention programs, centralized customer communications, event support and controlled payment methods. The company provides various customer relationship services that target customers effectively.

 

Harley-Davidson is among those companies which make full use of the modern technology to improve the business. Back in 2006, the company awarded AT&T a new, three-year global networking contract, which is reportedly worth $10.5 million. Via the contract, the telecom is renewing and expanding its long-standing partnership between both companies. The deal specifically calls for AT&T to deploy an IP VPN to link 27 of Harley-Davidson's locations.