Boost your customer's shopping experience
We design and develop holistic customer-centric solutions for you to make the experience of your customers better every day. With consulting-, UX-, and Tech-power as well as our expertise in the area of order-to-cash lifecycles, we help you to transform your customers into loyal brand advocates.
The Customer Experience Cloud (CXC) starts directly in the middle of the buying process and provides great value for your customers. The CXC consists of four modules, that can be activated independently:
- Track & Communicate
- Reporting & Intelligence
Every module can be integrated seamlessly into your webshop, native app or similar touchpoint. We remain in the background and enable you to present every CXC module and service completely in the look-and-feel of your brand.
Technology is our key enabler to make your customers happy: The CXC is a software-as-a-service solution that can be easily integrated into your online shop, app or other touchpoints. We rely on the latest technologies to make the integration convenient, while leveraging our existing IT-backbone to decrease your integration efforts to a minimum.
Today's and tomorrow's features and optimizations are market-proven, based on user research and behavioral data. Based on our monthly release cycles, your customers enjoy new possibilities frequently with easy activation or deactivation of features based on your needs.
Solution Overview: The CXC modules at a glance
The Convert module aims to deliver the ordered goods as requested and offers your customers maximum flexibility in terms of delivery service, -date and -location. Using a web-based interface, the end customer has the option of selecting his or her preferred parcel shop in the vicinity of his or her place of residence. Multiple carriers and retail stores can be presented in one integrated map, making it easy for customers to find the right location of their delivery.
The implementation of the module eliminates the need for the integration of individual carrier locations, but also puts your retail stores into the spotlight. To manage expectations, intelligent business rules for fulfillment- and shipping duration calculate a reliably estimated delivery date presented to your customers even before purchase.
The Track & Communicate module maximizes transparency in delivery and return. It provides comprehensive track and tracing information on all orders shipped by Arvato in near real-time and gives valuable information about the status, estimated delivery time and the possibility to choose other delivery options along the way.
At the same time, personalized e-mail notifications inform customers about their shipments proactively, reducing customer care contacts. Our e-mail engine helps you to represent your brand: The CXC offers you to use individual text modules, marketing banners as well as additional product offers or references to special sales promotions.
With our integrated track and trace widget, your customers come back to your online shop at any time to easily understand the status of their orders – and probably even buy again. If you’d like to have full flexibility in design and integration, our information can also be retrieved via API.
To ensure that customers remember a positive shopping experience even when returning goods, we’ve developed the Return module.
The Online Returns Center greatly simplifies the return process: Following three simple steps, your customer just selects the products to be returned including its reason and is able to return the parcel using just a QR Code – no printing necessary. In addition, the CXC includes the option of refunding your customers already at the point of time the carrier ships back the parcel to the Arvato warehouse, reducing customer care contacts and providing real value.
You want to increase traffic in your retail store and go omnichannel? The In-Store Returns Center gives your customers the opportunity to return their online purchase in-store. Your customers can pre-register their return online using a QR code or print@home label to return their products or come to your store directly. Your store associate receives an intuitive web-based app that makes it easy to serve your customers. Also, integration into existing store apps is possible.
With Reporting & Intelligence we help you to make data-driven decisions. We know that post-purchase performance is key to make your customers happy long-term. Therefore, the CXC provides a comprehensive overview of carrier performance and shipments, E-Mail analytics as well as return analytics. Anytime, anywhere – and for all countries.
Track and trace options with proactive notifications for all orders shipped by Arvato. Near real-time updates for customers providing the highest transparency while engaging customers to buy again.
Seamless integration into various touchpoints
Maximum flexibility in onboarding the CXC into your brand’s world. Seamless integration to perfectly representing the look-and-feel of your brand using our widget- or API-services.
Integrated into the Arvato Supply Chain Solutions ecosystem
Pre-built integration with the Arvato system landscape to ensure fast implementation and country rollouts. Leveraging our expertise in the e-commerce world for more than 20 years.
Our digital returns portal helps you to eliminate paperwork while making returning easy and convenient – for a greener world tomorrow.
In a fast changing world, customer loyalty is key. We know that the post-purchase experience is even more important than the purchase itself.”