Arvato

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Arvato

logo
legal form Corporate division
Seat Gütersloh Germany
GermanyGermany 
Number of employees 77,342
sales 4.18 billion euros
Branch Services
Website www.arvato.com
As of December 31, 2019

Arvato is a global service company with its headquarters in Gütersloh . Among other things, it operates service centers and IT systems for its customers or takes on logistics and financial services for them . Arvato goes back to Bertelsmann's printing and industrial division ; the company has had its current name since 1999. Arvato is one of a total of eight divisions in the Gütersloh media, services and education group. Arvato had around 77,342 employees in the 2019 financial year and achieved sales of 4.18 billion euros.

history

Foundation of the United Publishing House

In 1835 the lithographer Carl Bertelsmann founded C. Bertelsmann Verlag in Gütersloh . In the following decades the company recorded continuous growth, after the Second World War it developed from a medium-sized publisher to a media group . In order to be able to meet the demand from the reading ring and the record ring, Bertelsmann massively expanded its storage and shipping capacities in the mid-1950s. In 1959, the Buch und Ton commission house was founded to open up the production and service infrastructure to other publishers. Bertelsmann benefited from the associated economies of scale . By Lufthansa , a punch card file was transferred to the headquarters of the Lesering what the foundation for the IT - expertise made the company. The book and sound commission house was initially a sole proprietorship with Reinhard Mohn as the sole owner. In 1968 the company finally became the United Publishing House Delivery (VVA) based in Gütersloh. The object of the company was the delivery of printed matter and records "in the name and for the account of third parties to their customers".

Printing and Industry division

Bertelsmann proceeded in a similar way with its printing plants, which had been bundled in the Mohndruck company since 1948 . After buying high-performance machines that required a high level of capacity utilization, the acquisition of external orders was increased in the 1960s. In the 1970s and 1980s, Bertelsmann founded and bought other printing and logistics service providers in France, Great Britain, Spain and other European countries. These became part of the Printing and Industry division at Bertelsmann, which was later headed by Mark Wössner , who later became CEO, from 1976 . Under his leadership, the expansion course continued, for example Bertelsmann entered the distribution of software and computers in 1983. By the mid-1980s, the printing and industrial division accounted for more than 20 percent of group sales. At the end of the 1980s, the commitment in the United States intensified. In the 1990s, the company won two important customers: In 1993, Bertelsmann launched the Miles & More bonus program on behalf of Lufthansa . Microsoft transferred customer service for Germany, Austria and Switzerland to Bertelsmann in the course of the introduction of Windows 95 .

Restructuring and name change

At the beginning of 1996, the Printing and Industry division was merged into a stock corporation under the name Bertelsmann Industrie . The reason was that Bertelsmann wanted to expand the service sector even more. At that time the company had around 12,600 employees worldwide and generated sales of 3.28 billion D-Marks . In 1999 the company was renamed Bertelsmann Arvato, which should illustrate the change from the printing and industrial division to an international communication and media service provider. The name Arvato is an artificial word with no special meaning. Under the leadership of Gunter Thielen , who in 2002 rose to become CEO of Bertelsmann, also were record and - CD - pressing plants integrated by Sonopress and the encyclopedia publishers Arvato. When Hartmut Ostrowski took office as CEO of Arvato in 2002, the company dropped the prefix Bertelsmann in the company name , but continued to use it in the logo ( spelling arvato BERTELSMANN ). Arvato was subdivided into the business areas Print (printing), Services (distribution and logistics), Storage Media (storage media) and Systems (IT and data centers).

Change of business model

Due to declining catalog and magazine editions Arvato founded Axel Springer and Gruner + Jahr , the company Prinovis . In 2005, all of the parties' gravure printing plants were brought together under this roof , making Prinovis the market leader in Europe. At the same time, Arvato began offering services for the public sector. The first customer in this area was the East Riding of Yorkshire County . Arvato took over the collection of local taxes and the payment of social benefits. In the years that followed, distribution and logistics became more important: In 2007, the Direct Services and Logistics Services business areas were merged under Arvato Services . In Germany, the company won additional customers for this area, including publishers, for example, companies in the IT and high-tech sectors, as well as internet and mobile communications companies. At the turn of the year 2007/2008, Rolf Buch became the new CEO of Arvato after Hartmut Ostrowski had been appointed to succeed Gunter Thielen as Bertelsmann CEO. Under his leadership, Arvato launched the DeutschlandCard bonus program, among other things . While Ostrowski had pushed the international expansion, Buch put the focus again more on the home market of Germany.

Reintegration of the staff functions

At the beginning of the 2010s, the business with printing companies was radically restructured: First, Arvato took over the remaining shares from Gruner + Jahr in Prinovis. At the beginning of 2012, Bertelsmann finally combined a large part of the Group's printing plants in the Be Printers business unit . The main reason for separating the company from its print shops was that business in the IT , high-tech and e-commerce sectors grew rapidly, while the print shops had been in decline for years. At the end of 2012, Rolf Buch was surprisingly followed by Achim Berg , a proven expert in the aforementioned business areas. Among other things, Berg arranged the takeover of the insolvent e-commerce service provider Netrada in 2014, which led to a massive expansion of the position in the market for fashion logistics. After Berg left Arvato two years later, the Bertelsmann Supervisory Board appointed Fernando Carro as his successor, albeit directly to the Executive Board of the Bertelsmann Group, since at the same time the Arvato Executive Board was completely dissolved as part of the corporate restructuring and replaced by managing directors. One of these new managing director positions was also filled with Carro. Since then, Arvato's staff functions have been carried out directly by Bertelsmann headquarters and the business units. 2016 was company Arvato AG to the parent company merged Bertelsmann SE & Co. KGaA and from the commercial register deleted.

organization

Arvato headquarters (2012)

Arvato is one of eight corporate divisions at Bertelsmann . Together with the Bertelsmann Printing Group , founded in 2016, it forms the service segment of the Gütersloh Group. In terms of sales of 4.8 billion euros, Arvato was Bertelsmann's second-largest division after the RTL Group in 2015. More than half of the sales were generated outside Germany, with France and the United States being the most important foreign markets. In 2015, Arvato's scope of consolidation included around 230 subsidiaries, five joint ventures and one associated company. There are separate subsidiaries at many locations to run the business.

In the 2015 financial year, Arvato had 72,457 employees worldwide, an increase of 1,804 compared to the previous year. Arvato has been organized in so-called Solution Groups since 2014, which were introduced under Achim Berg. These are not structured according to products or technologies, but according to the requirements and business of the customers and work largely independently. They are each headed by a managing director or a chief executive officer. There are currently four solution groups for customer relationship management , supply chain management , financial services and IT services . When Carro took office in the summer of 2015, Bertelsmann dissolved the Arvato executive board; the company is now run by a management board . It includes Thomas Rabe , Bernd Hirsch, Immanuel Hermreck, Thomas Mackenbrock, Rolf Hellermann, Andreas Krohn, Frank Schirrmeister, Frank Kebsch and Matthias Moeller.

Services

After Sales Solutions

Arvato takes on all services that arise after the sale of third-party products to end users. This includes, for example, the repair and reconditioning of defective devices. Arvato has been involved in the repair of cell phones since the 2000s ; one customer was the HTC Corporation .

Corporate information management

Services relating to the logistics of marketing and sales materials and other documents are assigned to this area. Arvato organizes, for example, their production, storage and distribution. In recent years, the connection between digital and printed works has gained in importance.

CRM & Customer Services

This area deals with customer relationship management services, i.e. customer service. Arvato takes on all associated activities for its clients, such as call centers , which in addition to telephone contact also use digital channels such as chats or social networks. Also, data mining processes and solutions for the public sector are classified here.

The approximately 600 employees who check entries reported on Facebook for compliance with the community standards of the social network can also be assigned to this business area .

E-Commerce Solutions

The electronic trading is a strategic growth area of Arvato, since the year 2014 at the latest The range of company's services range from the establishment and operation of sites for the provision of IT infrastructure and logistics of goods. The fashion manufacturer Ahlers is one of the customers in this area .

Financial Solutions

The Financial Services Arvato include, payment processing, as well as factoring and debt collection . The company is also active in checking consumer creditworthiness , fraud prevention and risk management, for example for insurance companies. Financial services are one of the most profitable Arvato areas and also a strategic growth area. Arvato Infoscore sends over 25 million collection letters every year.

Arvato Systems

The company offers information technology services under the name Arvato Systems . It is also involved in cloud computing , for example in the form of solutions for media companies , utilities and retail companies .

Supply Chain Solutions (SCS) & Logistics

This area deals with supply chain management , i.e. the value and supply chains from the producer to the end customer. Arvato's portfolio includes various (logistics) services tailored to various industries, examples of which are services for retailers and fashion companies or the United Publishing House (VVA). The area also includes business intelligence offers.

criticism

Personnel and wage policy

Arvato's personnel and wages policy is a constant topic of discussion: In 2005, Arvato Direct Services set up a call center in Cottbus . The company has been criticized for allowing the employment agency to finance jobs to an unusual extent through activation and professional integration measures . This view shared among other ver.di . In 2007, the union criticized the reintroduction of the 40-hour week at Arvato Services. In 2012, employees suffered wage cuts due to job cuts at Arvato Entertainment. Arvato rejected the criticism in this case because the step had previously been discussed with ver.di.

Credit reporting agency

2005 bought Arvato, the credit agency Infoscore based in Baden-Baden. The data, information and receivables management of both companies was brought together in Arvato Infoscore with a total of 1,700 employees. The subsidiary came under repeated criticism due to dubious information.

For example, in 2012 the NDR reported on a mail order company who refused to pay a customer on account because her creditworthiness was classified as poor. The mail order company referred to an evaluation by Arvato Infoscore. Although the company hardly knew more than the name and address of the customer and no negative information was available, it gave her creditworthiness a poor rating due to socio-demographic characteristics . According to a test report by the State Commissioner for Data Protection in Baden-Württemberg , outdated data was also used. WDR made similar allegations in 2013 : The consumer magazine Markt checked various credit agencies based on 80 examples provided by viewers. The editorial team came to the conclusion that Arvato Infoscore, in particular, had often provided incomprehensible assessments. A “clear gap in the quality of the information” was criticized. The magazine also pointed out that complaints about scoring providers were increasing.

In addition to the criticized information, data protection at Arvato Infoscore was also repeatedly criticized. In 2015, the radio station NDR Info found out that information is only provided via the portal for tenant information after giving a person's name, address and date of birth. Arvato Infoscore provides information about debts, attachments and installment payments, for example, without further checking the identity. This opens the door to abuse, argued critics. Arvato Infoscore justified its practice with the fact that obtaining a tenant self-assessment is only allowed for oneself. Nevertheless, the portal in question was switched off.

In 2016, the SWR reported that Arvato Infoscore is handling the subsequent fare collection on behalf of Deutsche Bahn . In the course of this, information would be passed on without the knowledge of the persons concerned, which the lawyer Karl-Nikolaus Peifer classified as a violation of data protection and competition law. The SWR shows that Arvato Infoscore negatively considered Deutsche Bahn's subsequent fare collection when assessing the creditworthiness of individual customers.

literature

  • 175 Years of Bertelsmann: A Future Story . C. Bertelsmann Verlag, Munich 2010, ISBN 978-3-570-10175-9 , pp. 330-371 .

Web links

Commons : Arvato  - Collection of Images

Individual evidence

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Coordinates: 51 ° 54 ′ 25 "  N , 8 ° 24 ′ 33"  E