D + S communication center management

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D + S communication center management

logo
legal form GmbH
founding 1984
resolution 2018
Reason for dissolution Change of name to Ströer Dialog Group Verwaltung Hamburg GmbH
Seat Hamburg
management Arnd Reinhard Rittner
Number of employees 2740 employees on average
sales € 88 million
Branch Customer service
Website http://www.avedo.de/
Status: 2019

The D + S communication center management GmbH was until 31 December 2018, a provider of direct marketing, consulting and sales. The subsidiaries D + S 360 ° media world GmbH and Webservice First GmbH were integrated specifically for the areas of digitization and automation. The D + S communication center management GmbH was a member of the DDV (German Dialog Marketing Association) . The name was sometimes shortened to D + S CCM .

Since January 1, 2019, D + S ccm GmbH has been operating under the name Ströer Dialog Group Verwaltung Hamburg GmbH. The group operates under the name Avedo.

history

1984 to 1999: first years

The first company of the D + S group was founded in 1984 in Hamburg by Alexander Duhre and Hans-Jörg Stiens. The core business was telemarketing . In 1988 the number of employees had grown to over 150.

1999 to 2005: New market

In December 1999 D&S (later the spelling was simplified to D + S ) was converted into a stock corporation. In 1999, the previously independent telemarketing agency cc24 - dialog center gmbh (with over 600 employees) was bought.

The shares were issued online from May 17-19, 2000. The company, later renamed D + S Europe , was first listed on May 23, 2000. D + S was listed on the Neuer Markt of the Frankfurt Stock Exchange, founded in 1997 . In the first year of the stock exchange, the company posted a loss of 3.8 million euros. Board member and company founder Alexander Duhre also stated that D + S is atypical for the “Neuer Markt” stock exchange segment, which is characterized by start-ups.

In 2001 a planned takeover of Camelot AG was canceled after long negotiations. Instead, d + s expanded with a call center built from scratch in Bremerhaven.

The shares of the call center operator D + S online were suspended for 1 hour on August 8, 2001 from trading on the Frankfurt Neuer Markt. The reason for the move by Deutsche Börse AG was an ad hoc announcement from the company. According to its own statements, the Hamburg service provider was expecting DM 12 million instead of a loss of DM 4.5 million in 2001 and wanted to lay off around 70 of its 1,650 employees. In addition, D + S reduced its sales estimates for the coming year from 63 million DM to 48 million DM.

In 2002 restructuring costs of one million euros were incurred. In order to achieve the desired sales volume, Itzehoer Contakt GmbH was taken over . Thus, for the time being, it became number three in Germany in the call center industry .

In 2003 d + s online AG operated eight German locations with 1,525 employees and achieved a turnover of 48 million euros. The share was listed in the Prime Standard .

In mid-2004 the group was renamed D + S europe AG . There were other takeovers under this name. As a result, the company grew this year to over 2,400 employees and an annual turnover of over 50 million euros. As a result, D + S became number five in the call center industry.

2005 we took over the Mainz German telephone and Marketing Services AG (DTMS), a provider of telephone services with 130 employees. In 2006 , Mobileview was taken over as yet another provider of value-added services. At the end of 2005, D + S europe AG's market capitalization had risen to 173.5 million euros within 12 months. As a result, D + S europe AG qualified for inclusion in the SDAX created in 1999 .

2006 to 2008: SDAX

2007 bought D + S AG in the eCommerce active Heycom Group . This also made D + S a logistician. Overall, D + S AG showed growth of 42 percent in sales and a growth of 73 percent in earnings before interest, taxes, depreciation and amortization ( EBITDA ) over the course of 2007 . Also in 2007, D + S started a joint project with the business administration course at the Bremerhaven University of Applied Sciences for the purpose of training managers .

In 2008 D + S Europe reported increases in sales. The major investor AvW Invest then sold its stake in D + S Europe to private equity house Apax at a profit . Apax agreed to a capital increase . In April, Apax owned almost a third of the shares. In this situation, Apax made the other D + S shareholders an offer to buy their shares from them at a fixed price. The takeover of D + S Europe by Apax had to be approved by the EU . In June 2008 D + S Europe announced that the Apax share purchases had reduced the free float to below 10 percent. That is why D + S Europe left the SDAX in September.

When it was bought in April 2008, Apax committed to hold at least 50 percent of the share capital for three years.

2008 to 2012: Apax

At the end of 2008, D + S Europe bought call centers in Berlin , Gera , Göttingen , Leipzig and Rottweil with a total of around 550 employees from the Telekom subsidiary Vivento and committed to work for Deutsche Telekom at these locations for at least five years. With the acquisition of the locations previously operated by Deutsche Telekom itself, D + S Europe has meanwhile become the third largest German call center operator (after Arvato Bertelsmann and Walter Tele Medien ).

In June 2009 Apax announced that it would take over the remaining shares still in free float through a squeeze-out .

In July 2009, Apax replaced the CFO Henning Soltau at D + S, three months later also CEO Achim Plate had to leave. When it was bought in April 2008, Apax committed to hold at least 50 percent of the share capital for three years.

On September 10, 2009, the group components Heycom , Adamicus , Picturepark Studios , D + S payment and D + S inkasso , which deal with eCommerce , were merged under the name Netrada .

In the telemarketing division, legal tightening had a negative impact on the earnings situation. In 2005, the abolition of the 0190 numbers was seen as an opportunity.

At the 25th anniversary, D + S had a total of over 7,000 employees.

In 2010, D + S Europe sold the Hanoverian value-added services marketer Newtex (until then part of DTMS, which was taken over in 2005), through a management buy-out . The economic background was that business with value-added services was further restricted in 2004 when new state regulations came into force.

In 2011, D + S Europe announced that it would close the five call centers taken over by Vivento Customer Services at the end of 2008 . Reason: Despite wage concessions by the employees, the locations, which were now operated by the subsidiary Teldas Communication Center Management GmbH , had proven to be unprofitable and unsaleable. The employees concerned took legal action against the redundancies. The Ver.di union condemned the closure as "scandalous".

The amount of 45 million euros that Telekom agreed in 2008 for the sale of its subsidiary Vivento Customer Services GmbH to Teldas as a subsidy package plus an order volume of five years was used up within two and a half years.

In-house IT was outsourced to ATOS Origin in April 2011 . The French service provider took on 50 employees who had previously worked for D + S Solutions GmbH .

2012 to 2017: CMP

At the beginning of 2012, the name d + s and the original core business were bought by CMP GmbH . The D + S cc companies that were sold had achieved sales of around EUR 87 million in 2011. The remaining parts of D + S Europe were continued under the already established name Netrada .

In June 2012 it was decided to bundle sales activities and product development in the subsidiary D + S 360 ° Media World founded for this purpose .

In May 2013, Ver.di announced that D + S employees had also participated in a signature campaign for the introduction of the minimum wage in call centers. The following September, the SPD visited the Gera site to see the working conditions of the employees for themselves.

After the works councils of D + S announced in 2013 that they would only approve the hiring of employees from temporary employment agencies if all temporary employees in the D + S company had permanent contracts , the management of the D + S Group announced that from 2014 all employees would be hired for an unlimited period in order to “send a positive signal” to the entire industry. In this sense, cooperation with temporary employment agencies would also be reduced in the future. This personnel measure was implemented as announced.

In July 2013, Manager Magazin published a list of the 10 largest call center operators operating in Germany and awarded D + S 7th place .

In 2014, at CallCenterWorld (CCW) in Berlin, a “self-service tool” called “Webservice First” developed by the subsidiary D + S 360 ° Webservice GmbH was presented. According to the description by D + S, it is based on a knowledge database that grows automatically and that can be adapted in terms of language, workflows and branding. In September of that year, D + S 360 ° Webservice GmbH got a new managing director in Patrick Wassel.

In November 2014 the Ostthüringer Zeitung reported on the opening of a new inbound call center in Jena , where a 1,000 square meter floor in the former "Bau34" of the Zeiss factory was rented to a. To advise customers of Mobilcom , Weltbild and ExtraEnergie .

The minimum wage that came into force in 2015 led to higher incomes for many D + S telephone agents. Nevertheless, the introduction of the minimum wage at D + S was officially welcomed by the management. In the same year the previous CEO Ludger Sieverding moved to the board of the client 1 & 1 Telecommunications SE in Montabaur .

In October 2016, D + S presented digital developments for medical patient care at expopharm . At the end of the year, D + S and novomind AG founded a joint venture . The two Hamburg companies are thus strengthening the existing D + S Webservice First solution. The service portfolio is also u. a. expanded by the availability of dialog-enabled FAQ centers and chatbots from novomind. Thanks to the cooperation, individualized solutions can now be implemented for small and medium-sized companies as well as for corporations, depending on the requirement profile. Because with the central communication platform novomind iAGENT, an enterprise solution is now also available as a further option. The software developer novomind uses AI technology (Artificial Intelligence) and implements multi-level FAQ centers that are capable of dialogue and deal even more intensively with the various customer requirements. Chatbots can also be used on all relevant channels, e.g. B. in Facebook Messenger or on the company website. As part of the corporate cooperation, D + S 360 ° Webservice GmbH was renamed Webservice First GmbH on December 16, 2016.

In May 2017, the eleventh call center was opened in Neubrandenburg . In mid-November, the TV series Galileo reported on ProSieben about a self-experiment by reporter Claire Oelkers , who had worked for three days as a telephone agent in the call center in Jena.

2018: Ströer Media

At the beginning of 2018, the takeover of D + S by the Ströer Media Group was announced. Ströer was advised by Ebner Stolz . Ströer then announced an increase in sales. The approval of the takeover by the Federal Cartel Office was received positively by employees of D + S.

2019: Avedo

Since January 1, 2019, D + S and all associated call centers of the group have been operating under the name Avedo.

Services

In coordination with Ströer Media, D + S took care of the processing of business transactions between users of modern multimedia and communication systems, as well as cross-channel customer support (telephone, letter, fax, e-mail, web chat) including modular products (creation of websites, Databases). According to our own assessment, telephone customer advice will remain a focus of activity in the future despite all the technical progress. In this regard, there is a trend that the demands on employees are becoming more and more complex, as the increasing use of speech recognition for simple tasks allows telephone inquiries to be processed automatically .

List of locations

Münster location: Iduna high-rise (at Servatiiplatz )
Surname Remarks Focus of activity
Ströer Dialog Verwaltung Hamburg GmbH Headquarters Call center
Avedo Augsburg GmbH Previously Premiere (Now Sky)
Avedo Bremerhaven GmbH Offered dual study.
Avedo Essen GmbH
Avedo Frankfurt (Oder) GmbH
Avedo Gera GmbH Offers dual studies.
Avedo Hamburg GmbH
Avedo Itzehoe GmbH
Avedo Cologne GmbH
Avedo Munich GmbH
Avedo Münster GmbH Formerly Triga
Avedo Leipzig GmbH
Avedo Leipzig West GmbH
Avedo Neubrandenburg GmbH Founded in 2017
Avedo Rostock GmbH
Avedo Rügen GmbH Belongs to Rügen's largest employers. Additional branch in Stralsund
Avedo II GmbH Locations in Güstrow, Mannheim, Magdeburg, Pforzheim
Ströer Dialog Solutions GmbH (Hamburg)

(formerly D + S 360 ° media world GmbH)

January 2019: Change of name

( https://solutions.stroeer-dialog.de/)

digitalization

Web links

Individual evidence

  1. ↑ a b Information in the consolidated financial statements in the electr. Federal Gazette for 2015.
  2. ↑ a b Commercial register. Commercial register online, accessed on November 12, 2017 .
  3. ↑ a b c d e f g Our story. D + S communication center management GmbH, accessed on November 12, 2017 .
  4. ↑ a b The all-rounder. INTRE, umbrella magazine for customer care management , accessed on November 12, 2017 .
  5. ↑ D + S 360 ° Webservice GmbH. DDV Deutscher Dialogmarketing Verband , accessed on November 12, 2017 .
  6. ↑ a b D + S CCM outsources infrastructure to Atos Origin. cio.de, accessed on November 13, 2017 .
  7. ↑ D + S GmbH outsources IT to Atos Origin. (No longer available online.) Archived from the original on January 18, 2018 ; accessed on January 17, 2018 . 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 / atos.net
  8. ↑ a b Investor APAX wants to sell call center. Handelsblatt , accessed on November 12, 2017 .
  9. ↑ a b cca24 changes hands. B4B Wirtschaftsleben Schwaben, accessed on November 12, 2017 .
  10. ↑ At D + S Europe, investors are hoping for SAP founder Hopp. Frankfurter Allgemeine Zeitung , accessed on November 12, 2017 .
  11. ↑ a b c d Freshfields Bruckhaus Deringer advises D + S europe on the acquisition of the Heycom Group. RWS Verlag , accessed on November 29, 2017 .
  12. ↑ a b D + S europe AG Information on First Quotation. Deutsche Börse , accessed on November 19, 2017 .
  13. ↑ a b d + s online AG will open a new call center in Bremerhaven in mid-December. Die Welt , accessed on November 21, 2017 .
  14. ↑ Investor APAX wants to sell call centers. (No longer available online.) Wowowo.de, archived from the original on November 18, 2017 ; accessed on November 12, 2017 . 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.wowowo.de
  15. ↑ d + s online takes stock. ONEtoOne, accessed November 17, 2017 .
  16. ↑ d + s online AG: No takeover of Camelot AG. DGAP, accessed November 17, 2017 .
  17. ↑ : D + S online temporarily suspended from trading . ( handelsblatt.com [accessed September 11, 2018]).
  18. ↑ d + s online AG: Unexpectedly weak half-year / positive cash flow in Q IV. DGAP, accessed on November 17, 2017 .
  19. ↑ d + s online AG: restructuring successful. Börse Online , accessed on November 17, 2017 .
  20. ↑ D + S Online swallows up competitors. Die Welt , accessed November 15, 2017 .
  21. ↑ d + s online AG achieves half-year targets. Heise online , accessed on November 21, 2017 .
  22. ↑ securities prospectus. (PDF) Deutsche Börse, accessed on November 12, 2017 .
  23. ↑ D + S Europe purchases. Hamburger Abendblatt , accessed on November 15, 2017 .
  24. ↑ D + S buys Triga Marketing. ONEtoONE , accessed November 12, 2017 .
  25. ↑ Call center specialist D + S buys DTMS in Mainz. Die Welt , accessed November 12, 2017 .
  26. ↑ Looking after customers in the call center. Hamburger Abendblatt , accessed on November 12, 2017 .
  27. ↑ dtms at a glance. DTMS, accessed November 12, 2017 .
  28. ↑ D + S Europe buys value-added service provider Mobileview. Die Welt , accessed November 15, 2017 .
  29. ↑ D + S europe AG. finanzen.net, accessed on November 17, 2017 .
  30. ↑ a b c D + S bundles e-commerce business. callcenterprofi.de, accessed on November 12, 2017 .
  31. ↑ D + S Europe becomes a logistics company with the Heycom subsidiary. Die Welt , accessed on November 13, 2017 .
  32. ↑ a b Hochschule Bremerhaven and D + S europe AG cooperate. Bremerhaven University of Applied Sciences , accessed on November 13, 2017 .
  33. ↑ Communication Center Management: Innovative ways of qualification. Bremerhaven University of Applied Sciences, accessed on November 20, 2017 .
  34. ↑ D + S europe increases sales and operating profit in the 1st quarter. channelpartner.de, accessed on November 15, 2017 .
  35. ↑ D + S europe AG. EQS Group , accessed November 15, 2017 .
  36. ↑ D + S Europe shares could attempt a breakout. Frankfurter Allgemeine Zeitung , accessed on November 13, 2017 .
  37. ↑ AvW has sold D + S stake in Apax. boerse-express.com, accessed on November 12, 2017 .
  38. ↑ D + S europe AG. stock-world.de, accessed on November 17, 2017 .
  39. ↑ Apax supports the growth course of D + S europe AG as a new core shareholder. Austria Press Agency , accessed on November 15, 2017 .
  40. ↑ euro adhoc: D + S europe AG (German). Finanznachrichten.de , accessed on November 15, 2017 .
  41. ↑ D + S Europe: Apax wants to swallow call center operators and trusts Milbank. JUVE Verlag, accessed on November 19, 2017 .
  42. ↑ Apax takes over D + S Europe. Handelsblatt , accessed on November 19, 2017 .
  43. ↑ EU approves takeover of D + S europe by Apax Partners. channelpartner.de, accessed on November 19, 2017 .
  44. ↑ D + S europe AG leaves SDAX. pressebox.de, accessed on November 17, 2017 .
  45. ↑ D + S europe discontinuation of coverage. stock-world.de, accessed on November 17, 2017 .
  46. ↑ Bad investment: Investor Apax wants to sell call centers . ( handelsblatt.com [accessed September 11, 2018]).
  47. ↑ a b D + S Europe buys Vivento call center. JUVE Verlag for legal information , accessed on November 12, 2017 .
  48. ↑ VCS sells five locations to D + S Europe AG. callcenterprofi.de, accessed on November 12, 2017 .
  49. ↑ Apax takes over D + S Europe. Handelsblatt , accessed on November 19, 2017 .
  50. ↑ EANS-Adhoc: D + S europe AG / cash compensation for squeeze-out. Finanznachrichten.de, accessed on November 19, 2017 .
  51. ↑ Bad investment: Investor Apax wants to sell call centers . ( handelsblatt.com [accessed September 11, 2018]).
  52. ↑ D + S: Achim Plate has to go. ONEtoONE, accessed November 12, 2017 .
  53. ↑ D + S Europe: jump in earnings after acquisition. The shareholder, accessed on November 15, 2017 .
  54. ↑ D + S separates from Newtex. callcenterprofi.de, accessed on November 12, 2017 .
  55. ↑ The moaning is over. Süddeutsche Zeitung , accessed on November 15, 2017 .
  56. ↑ D + S Europe announces end for Teldas call center. Deutsche Handwerks Zeitung , accessed on November 21, 2017 .
  57. ↑ Teldas closure: Now the courts decide. Göttinger Tageblatt , accessed on November 21, 2017 .
  58. ↑ TELDAS location in Frankfurt / Oder is threatened with closure. United Services Union , accessed November 21, 2017 .
  59. ↑ Teldas closure: Now the courts decide. Accessed September 11, 2018 (German).
  60. ↑ Atos Origin receives IT order from Germany. IT-Times, accessed November 19, 2017 .
  61. ↑ D + S makes a long-term commitment to IT service. Computerwoche , accessed on November 19, 2017 .
  62. ↑ D + S europe sells Communication Center division. finance-magazin.de, accessed on November 15, 2017 .
  63. ↑ D + S europe sells communication center division to CMP. finanzen.net, accessed on November 12, 2017 .
  64. ↑ D + S Europe sells call center division. ONEtoONE, accessed November 12, 2017 .
  65. ↑ D + S europe says goodbye to the call center division. callcenterprofi.de, accessed on November 12, 2017 .
  66. ↑ D + S bundles New Business Development at Pflocksch. ONEtoONE, accessed November 12, 2017 .
  67. ↑ a b Interview with Benjamin Barnack - D + S 360 ° Webservice. netzwirtschaft.de, accessed on December 19, 2017 .
  68. ↑ For minimum wages in call centers. (No longer available online.) Märkische Oderzeitung , archived from the original on December 1, 2017 ; accessed on November 21, 2017 . 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.moz.de
  69. ↑ SPD visits the D + S communication center Gera GmbH. (No longer available online.) Vogtlandspiegel.de, formerly in the original ; accessed on November 13, 2017 .  ( Page no longer available , search in web archives )  Info: The link was automatically marked as defective. Please check the link according to the instructions and then remove this notice.@1@ 2Template: Toter Link / www.vogtlandspiegel.de  
  70. ↑ D + S separates from Newtex. callcenterprofi.de, accessed on November 12, 2017 .
  71. ↑ Geraer callcenter is hiring indefinitely. Ostthüringer Zeitung , accessed on November 12, 2017 .
  72. ↑ Typing campaign in the D + S communication center Gera GmbH. Ostthüringer Zeitung , accessed on November 12, 2017 .
  73. ↑ Top 10 ranking: Germany's largest call center operator. Manager Magazin , accessed January 17, 2018 .
  74. ↑ The website as a service channel. callcenterprofi.de, accessed on November 12, 2017 .
  75. ↑ Patrick Wassel is the new managing director of D + S 360 ° media world. new-business.de, accessed on December 19, 2017 .
  76. ↑ From Jena for Mobilcom and Weltbild. Ostthüringer Zeitung , accessed on November 12, 2017 .
  77. ↑ a b 8.50 euros? Not for everyone. The time , accessed November 13, 2017 .
  78. ↑ Service provider wants to support digitization in the health sector. teletalk.de, accessed on December 19, 2017 .
  79. ↑ a b What the service world needs to know about chatbots. (PDF) (No longer available online.) D + S Communication Center Management, formerly in the original ; Retrieved December 19, 2017 .  ( Page no longer available , search in web archives )  Info: The link was automatically marked as defective. Please check the link according to the instructions and then remove this notice.@1@ 2Template: Toter Link / www.teletalk.de  
  80. ↑ Joint venture: D + S and novomind strengthen the omnichannel solution Webservice First . In: D + S 360 ° . ( ds360grad.com [accessed November 27, 2017]).
  81. ↑ D + S group of companies: New call center in Neubrandenburg. callcenterprofi.de, accessed on November 12, 2017 .
  82. ↑ Galileo shoots a call center report at D + S in Jena. callcenterprofi.de, accessed on November 23, 2017 .
  83. ↑ 3 days self-experiment: The job in the call center. Pro Sieben , accessed November 23, 2017 .
  84. ↑ Call center agent in a self-experiment (Galileo). You Tube, accessed November 23, 2017 .
  85. ↑ Ströer buys two dialogue marketing service providers. Focus , accessed January 30, 2018 .
  86. ↑ Ströer buys call center service provider DV-COM and D + S 360. callcenterprofi.de, accessed on January 30, 2018 .
  87. ↑ New mainstay: Ebner Stolz supports Ströer with call center shopping. JUVE Verlag für legal information, accessed on March 22, 2018 .
  88. ↑ Ströer expects more sales thanks to dialogue marketing. Süddeutsche Zeitung, accessed on April 3, 2018 .
  89. ↑ Joy of new owners. Schleswig-Holsteinischer Zeitungsverlag, accessed on March 22, 2018 .
  90. ↑ New CEO at outsourcer D + S in Hamburg. callcenterprofi.de, accessed on November 12, 2017 .
  91. ↑ Services. D + S communication center management GmbH, accessed on November 12, 2017 .
  92. ↑ Interview with Ludger Sieverding: “The Internet will not displace the call”. callcenterprofi.de, accessed on November 12, 2017 .
  93. ↑ D + S Group processes millions of customer contacts every year with AVAYA Aura. Avaya , accessed November 13, 2017 .
  94. ↑ Avedo - call center and dialogue marketing specialists. Retrieved January 25, 2020 (German).
  95. ↑ D + S communication center management GmbH, Hamburg. northdata.de, accessed on November 20, 2017 .
  96. ↑ The D + S company and the Gera student development association continue to cooperate. Ostthüringer Zeitung , accessed on November 12, 2017 .
  97. ↑ Media - Digital Media - Media Management and Communication (BA). Gera-Eisenach Cooperative State University , accessed on November 20, 2017 .
  98. ↑ Call center expands: 70 new jobs. Schleswig-Holsteinischer Zeitungsverlag , accessed on November 15, 2017 .
  99. ↑ Growing D + S corporate group invests in the Iduna high-rise. Westfälische Nachrichten , accessed on November 12, 2017 .
  100. ↑ Call center increases salaries. Ostsee-Zeitung , accessed on November 12, 2017 .
  101. ↑ D + S Group presents digital services for modern care at Expopharm 2016. (No longer available online.) Call Center Verband Deutschland e. V. (CCV), archived from the original on December 1, 2017 ; accessed on November 20, 2017 . 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 / callcenter-verband.de