Case Study

Customer Solution
Integrated, customeroriented CRM solutions
Cultivating customer relationships over the long
term is becoming increasingly important.
Customer loyalty leads to higher profits; it should
The customer
also be kept in mind that the longer consumers
Since the dawn of the new millennium, Mazda has been focusing on
dynamic design and updating its
product range.
have to wait for information about a product,
In Germany, the company has
become well known for innovative technology and design, and
for integrating those strengths
into its series production.
Background situation The automobile manufacturer Mazda is engaged in
various CRM activities to enhance customer loyalty and take better advantage of
existing potential. It has chosen to partner with arvato in this effort.
For further information, go to
www.mazda.com.
the less likely they are to purchase it.
Solution Since March 2008, arvato has served as Mazda’s CRM fulfillment
partner throughout Europe. The materials involved range from brochures and
mailings to welcome packages, which are often used to establish a new customer
relationship. To meet the high expectations of Mazda customers, their individual
circumstances and country-specific conditions are always taken into account in
distributing these materials.
arvato is responsible for the production, order picking and shipment of
welcome packages to end customers, as well as for collecting response data.
On behalf of Mazda, arvato sends out personalized reminders via regular mail
or e-mail. The direct-entry method is used to give these messages a countryspecific look and feel. 
»arvato is truly a partner. Its integrated solutions help us achieve our
customer-loyalty goals. We have been impressed by arvato’s expertise in
the areas of CRM fulfillment and B2C logistics, as well as by its flexibility
and reliable IT solutions, which efficiently link the various processes.«
Dagmar Klein
CRM Process & Insight, Mazda Motor Europe
Specially developed interface files linking the databases of arvato and Mazda make it
possible to exchange process, customer and order data on a regular basis; these are
processed in SAP in accordance with country-, product- and customer-specific rules
and regulations. This allows arvato to respond quickly, flexibly and personally to inquiries and orders, and ensures that the messages sent out are of the highest possible
quality. Mazda is always well informed of all activities, thanks to extensive reporting.
Customer benefits
Distribution of more than 70,000 welcome packages and personalized letters
each year
The implementation of country-, product- and customer-specific rules and
regulations leads to flexibility
arvato’s integrated solution helps to achieve customer-loyalty objectives
»One face to the customer«: a single contact for all processes
Reporting creates transparency
Your Contact: Paul Macchio | 703.483.7678 | paul.macchio@arvatousa.com