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2018
Arvato –At a Glance
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.
Dear readers, dear friends of Arvato,
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
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Facts and Figures
€3.823 billion business volume
≈ 70,000 employees worldwide
150 million consumers served in 30 languages
€320 million Operating EBITDA
200 publishers served by Arvato
as service provider
600 million customer interactions
> 1.1 billion shipments per year
170 million credit assessments
per year
> €3.2 billion in processed receivables
> 100,000 hours of digitization capacity
per year
> 40 countries
325 different payment options
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The Arvato Board
Thomas RabeChairman &
CEO Bertelsmann
Bernd HirschCFO Bertelsmann
Immanuel HermreckCHRO Bertelsmann
Rolf HellermannCFO Arvato
Thomas MackenbrockCSO Arvato
Andreas KrohnCEO Arvato
CRM Solutions
Frank SchirrmeisterCEO Arvato
SCM Solutions
Frank KebschCEO Arvato
Financial Solutions
Matthias MoellerCEO Arvato
Systems
9
Strategic Framework
Scalable operationsArvato 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 relationshipsArvato 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 solutionsArvato 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 cultureThese strategic priorities are supported with the ongoing analysis of our portfolio on
one hand, and the development of our culture on the other hand.
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.
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.
13
Arvato is organized into four Solution Groups
Arvato CRM Solutions Arvato SCM Solutions Arvato Financial Solutions Arvato Systems
15
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, have know-how across the customer journey and, backed by
Bertelsmann, we take a long-term perspective. 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, 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.
Arvato CRM Solutions employs approximately 45,000 people at more than 100
locations in 27 countries speaking 35 languages.
crm.arvato.com
45,963Employees worldwide
1,327Million € Revenues
As of 2017
Arvato CRM Solutions
17
14,389Employees worldwide
1,586Million € Revenues
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
Arvato SCM Solutions
As of 2017
19
10,276Employees worldwide
665Million € Revenues
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
Arvato Financial Solutions
As of 2017
21
2,644Employees worldwide
352Million € Revenues
Empowering digital leaders
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.
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
Arvato Systems
As of 2017
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.
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Milestones in the Company’s History
1999
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.
2012100 million cell phones for China
Arvato consolidates its position in China
as the leading outsourcing provider in
the country’s telecoms industry.
2000Expansion of the
healthcare service business
Arvato enters the
healthcare market.
2014Expansion 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.
1946Foundation of the printing
company Mohn & Co. GmbH
Reinhard Mohn founded a new
publishing and printing company
for the German market.1994
First service activities
begin in Poland
The first distribution center
in the Polish city of Poznan.
1835Founding of the publishing com-
pany Bertelsmann Verlag
The company initially publishes
Christian materials in the Protes-
tant tradition; fiction titles were
not added until much later.
1995Cooperation with Microsoft
When Windows 95 was
introduced, Microsoft decided
to launch a cooperative
venture with Bertelsmann
Marketing Services.
1972First service businesses in France
Launch of the first service businesses
in France.
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www.arvato.com/socialcloud arva.to/facebook arva.to/twitter arva.to/linked-in arva.to/xing arva.to/youtube
Further Information about Arvato
WebsiteThe 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
contact Arvato directly.
www.arvato.com www.bertelsmann.com/AR
Social NetworksAs a global player, Arvato is also active in various social
networks. We use our corporate Facebook and LinkedIn
channel to regularly post information about Arvato and its
business units. On Linkedin and Xing you‘ll also find our
newest job listings. In addition, our Twitter channel, grouped
around @arvato_com, provides the latest news and updates
from our company, our people and our solutions. On our
corporate YouTube channel you‘ll find a wide range of videos
about what Arvato does and what solutions we offer to meet
our clients‘ needs. In the Arvato Social Cloud, you can follow
all social media posts from dozens of channels in real-time.
Bertelsmann Annual ReportOur 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
an interactive online version.
Create Your Own CareerAs a global media, services and education company with well
over 119,000 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.
www.createyourowncareer.com
Visit us on Facebook, Twitter, LinkedIn, XING and YouTube!
ContactBertelsmann SE & Co. KGaA · Corporate CommunicationsCarl-Bertelsmann-Straße 270 · 33311 Gütersloh · [email protected] · www.arvato.com 04/2018