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

  1. ↑ The company and its areas. Bertelsmann, accessed January 2, 2017 .
  2. ↑ a b c Annual Report 2019 (PDF) Bertelsmann, March 24, 2020, pp. 23, 132 , accessed on May 4, 2020 .
  3. ↑ Jens Ostrowski: Arvato is expanding . In: New Westphalian . March 23, 2016, p. 13 .
  4. ↑ Arvato positions itself as a strong B2B partner . In: horizon . August 29, 2002, p. 10 . Five in one go . Arvato continues to expand call center business. March 27, 2007. Arvato strengthens itself with the IT division of IBM. In: Handelsblatt. June 6, 2014, accessed October 10, 2016 . Björn Helmke: Strong growth with filigree logistics . In: Deutsche Verkehrs-Zeitung . October 19, 2010. Thorsten Gödecker: Arvato makes money with data trading . In: New Westphalian . August 14, 2014, p.  12 .
  5. ↑ Arvato on course for growth . In: Handelsblatt . June 9, 1999, p. 19 .
  6. Jump in profit at Bertelsmann . In: Börsen-Zeitung . March 23, 2016, p. 8 .
  7. ↑ Thomas Schuler: First printer, then publisher . In: Berliner Zeitung . June 18, 2010, p. 30 .
  8. ↑ 175 years of Bertelsmann . In: The press . June 27, 2010, p. 45 .
  9. ↑ Nikos Späth: The rise of the Bertelsmann group . In: Welt am Sonntag . October 3, 2004, p. 34 .
  10. ↑ a b Michael Delker: The largest employer in OWL . In: Westfalen-Blatt . July 1, 2010.
  11. ↑ a b 175 Years of Bertelsmann: A Future Story . C. Bertelsmann Verlag, Munich 2010, ISBN 978-3-570-10175-9 , pp. 34 .
  12. ^ Stephan Rechlin: Bertelsmann closes book club . In: Westfalen-Blatt . June 18, 2014.
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  16. ↑ Mohndruck becomes Mohn Media . In: Handelsblatt . October 18, 1999, p. 25 .
  17. ↑ History: 1976–1990. (No longer available online.) Arvato, archived from the original on October 20, 2016 ; accessed on October 10, 2016 . Info: The archive link was inserted automatically and has not yet been checked. Please check the original and archive link according to the instructions and then remove this notice. @1@ 2Template: Webachiv / IABot / www.arvato.com
  18. ↑ Bertelsmann markets IT products . In: Computerwoche . July 1, 1983. Bertelsmann sells TI computers . In: Computerwoche . October 21, 1983.
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  23. ↑ a b company register. Bundesanzeiger Verlag, accessed on October 10, 2016 (Gütersloh District Court, HRB 3357).
  24. ↑ The service sector should grow strongly . In: Handelsblatt . May 30, 1996, p. 15 .
  25. ↑ Stable income with growing sales . In: German printer . June 13, 1996, p. 4 .
  26. ↑ New name, new goals . In: Darmstädter Echo . June 9, 1999.
  27. ↑ Ludger Fertmann: Bertelsmann's printing division is increasingly focusing on services . In: The world . June 9, 1999, p. 24 . The new name is intended to document change . In: Frankfurter Rundschau . June 9, 1999, p.  16 .
  28. ^ Made-up word "Arvato" . In: German printer . August 26, 1999, p. 40 .
  29. ↑ a b c 175 Years of Bertelsmann: A Future Story . C. Bertelsmann Verlag, Munich 2010, ISBN 978-3-570-10175-9 , pp. 334 .
  30. ^ Lutz Meier: Thielen is rebuilding the Bertelsmann leadership . In: Financial Times Germany . August 9, 2002, p. 6 .
  31. ↑ Prinovis stands up . In: Darmstädter Echo . July 27, 2005. The secret star . In: Handelsblatt . December 14, 2005, p.  13 .
  32. ↑ Mark Böschen: Prinovis printing company is starting aggressively . In: Financial Times Germany . July 27, 2005, p. 6 . New gravure giant has high goals . In: New Westphalian . July 27, 2005.
  33. ↑ History: 2005. (No longer available online.) Arvato, archived from the original on October 20, 2016 ; accessed on October 10, 2016 . Info: The archive link was inserted automatically and has not yet been checked. Please check the original and archive link according to the instructions and then remove this notice. @1@ 2Template: Webachiv / IABot / www.arvato.com
  34. ^ Arvato administers Yorkshire . In: New Westphalian . February 17, 2005.
  35. ↑ Martin Krause: Everything under control in Yorkshire . In: New Westphalian . November 11, 2006.
  36. ^ Return to Bertelsmann . In: New Westphalian . February 2, 2007.
  37. ↑ Rolf Buch becomes head of Arvato . In: Handelsblatt . January 22, 2007, p. 13 .
  38. ↑ Ostrowski is to succeed Thielen at the Bertelsmann head . In: German printer . January 25, 2007, p. 7 .
  39. ↑ Deutschlandcard competes with Payback . In: Berliner Zeitung . March 4, 2008, p. 10 . Steffen Fründt: Spies in the wallet . In: Welt am Sonntag . March 16, 2008, p. 34 .
  40. ↑ "A huge market on the doorstep" . In: Handelsblatt . April 4, 2008, p. 16 . Arvato is turning the board upside down . In: New Westphalian . January 25, 2011.
  41. ↑ Arvato takes over shares in the printing group Prinovis from Gruner + Jahr. In: horizon. November 23, 2011, accessed October 10, 2016 .
  42. ↑ Bertelsmann calls the printing division Be Printers. In: horizon. October 31, 2012, accessed October 10, 2016 .
  43. ↑ Juliane Paperlein: "E-Commerce is an issue worldwide" . In: horizon . April 5, 2012, p. 14 .
  44. ↑ Heidi Rohde: Microsoft manager Berg becomes Arvato boss . In: Börsen-Zeitung . December 1, 2012, p. 16 .
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  49. ↑ Stefan Schelp: New boss for Arvato . In: New Westphalian . July 10, 2015, p. 4 .
  50. ^ Back chairs at Bertelsmann. Achim Berg leaves, Fernando Carro moves up. In: Börsenblatt. July 9, 2015, accessed October 10, 2016 .
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  53. ^ Kai-Hinrich Renner: Bertelsmann is reorganizing itself . In: Handelsblatt . March 23, 2016, p. 24 .
  54. ↑ Bertelsmann merges its printing division . In: German printer . November 12, 2015, p. 4 . Printing in the mirror of time . In: New Westphalian . June 29, 2016, p.  12 .
  55. ↑ Annual Report 2015. (PDF) (No longer available online.) Bertelsmann, p. 13 , archived from the original on July 5, 2016 ; accessed on October 10, 2016 . Info: The archive link was inserted automatically and has not yet been checked. Please check the original and archive link according to the instructions and then remove this notice. RTL and Arvato profit makers . In: The bell . September 1, 2016, p. @1@ 2Template: Webachiv / IABot / www.bertelsmann.de  6 .
  56. ↑ Annual Report 2015. (PDF) (No longer available online.) Bertelsmann, p. 23 , archived from the original on July 5, 2016 ; accessed on October 10, 2016 . Info: The archive link was inserted automatically and has not yet been checked. Please check the original and archive link according to the instructions and then remove this notice. @1@ 2Template: Webachiv / IABot / www.bertelsmann.de
  57. ↑ Annual Report 2015. (PDF) (No longer available online.) Bertelsmann, p. 49 , archived from the original on July 5, 2016 ; accessed on October 10, 2016 . Info: The archive link was inserted automatically and has not yet been checked. Please check the original and archive link according to the instructions and then remove this notice. @1@ 2Template: Webachiv / IABot / www.bertelsmann.de
  58. ↑ Annual Report 2015. (PDF) (No longer available online.) Bertelsmann, p. 120 , archived from the original on July 5, 2016 ; accessed on October 10, 2016 . Info: The archive link was inserted automatically and has not yet been checked. Please check the original and archive link according to the instructions and then remove this notice. @1@ 2Template: Webachiv / IABot / www.bertelsmann.de
  59. ↑ Austria Press Agency: Bertelsmann Divisions 2015 in Figures . March 22, 2016.
  60. ↑ Arvato has the solution . In: Westfalen-Blatt . September 18, 2013. Arvato rests on seven pillars . In: New Westphalian . April 4, 2014.
  61. ↑ Kai-Hinrich Renner: Self-dismantling? In: Handelsblatt . July 9, 2015, p. 46 .
  62. ↑ Management. (No longer available online.) Arvato, archived from the original on December 21, 2016 ; accessed on November 29, 2016 . Info: The archive link was inserted automatically and has not yet been checked. Please check the original and archive link according to the instructions and then remove this notice. @1@ 2Template: Webachiv / IABot / www.arvato.com
  63. ↑ Business areas. Arvato, accessed July 25, 2017 .
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  67. ↑ Arvato takes care of striking cell phones . In: New Westphalian . July 12, 2005. Uwe Pollmeier: 4,000 repairs a day . In: New Westphalian . April 16, 2010.
  68. ↑ Arvato AG is cutting 100 jobs . In: Westfalen-Blatt . November 13, 2014.
  69. ↑ Minds and Careers . In: Deutsche Verkehrs-Zeitung . September 21, 2010.
  70. ↑ Boris Scholz: Infoprozesse im Wandel . In: Deutsche Verkehrs-Zeitung . October 18, 2011.
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  72. ↑ CRM & Customer Services. Arvato, accessed October 10, 2016 .
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  74. ↑ Der Spiegel : Politicians are allowed to enter Facebook's deletion center for the first time on June 14, 2017, loaded on June 14, 2017
  75. ↑ Arvato strengthens the e-commerce growth platform by taking over Netrada. Bertelsmann, January 10, 2014, accessed October 10, 2016 .
  76. ↑ Bert Rösch: Netrada: Arvato makes the deal perfect and keeps important customers. In: Etailment. January 10, 2014, accessed October 10, 2016 .
  77. ↑ E-Commerce Solutions. Arvato, accessed October 10, 2016 .
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  83. ↑ Arvato Systems is cutting 40 jobs . In: New Westphalian . July 26, 2003.
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  89. ↑ "Power of attorney for further deterioration" . In: New Westphalian . March 13, 2007.
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Coordinates: 51 ° 54 ′ 25 "  N , 8 ° 24 ′ 33"  E