Mazda and Arvato further expand their CRM Communications
As a central European After Sales fulfillment partner, the Corporate Information Management division of Arvato SCM Solutions has been working closely together with Mazda Europe in CRM communications since 2008. Their newest module, the "Wear and Tear Reminder" has just sprinted out of the starting blocks. Mazda customers who postpone repairs of parts subject to wear and tear now receive personalized reminders about which parts should be replaced, like brake pads for example. The communiqués are generally sent in the name of the dealer or the respective national subsidiary.
Arvato handles the entire customer experience, approaching the customer – whether by post or e-mail – in Mazda’s corporate design and taking into account any regional or dealer particulars. If contact data are incomplete or outdated, Arvato gets in touch with the customer through a different channel and updates their information. The new module has already been launched in six markets, including Italy, Sweden and Poland. Other European countries can now join in on the program at any time.
The Wear and Tear Reminder is an expansion of Mazda’s existing Digital Service Record (DSR). For example, when a vehicle is due for servicing, the dealer goes through a predetermined checklist with the customer. If worn parts are identified but not repaired immediately, these are documented and the documentation is transmitted to Arvato. Dealers still do have the option of proactively contacting their customers first, however.
Here, the Arvato services offered under the Mazda Wear and Tear Reminder program at a glance:
- Development and operation of the new interface
- Programming templates
- Printing using the "local look" procedure, envelope stuffing, transport
- E-mail delivery, including management of the unsubscribe process (opt-out, unsubscribe management)
- Data maintenance in the CRM database (unsubscriptions, returns)