Arvato Gains Bank of Swedish Furniture Empire IKEA® as Client
"In Arvato we have a partner with a holistic approach that helps us concentrate on our customers and keep improving our service," explains Heike Wempen-Dany, Manager Customer Contact Center, Ikano Bank.
Ikano Bank’s motto is to provide simple, personal and individual financial services. Among other things the bank is behind the IKEA® FAMILY store card which can be used for cashless shopping with flexible repayment options. This service is used by around 1.3 million customers, who are now serviced by Arvato on behalf of Ikano.
"The Arvato service center took up its work just eight weeks after our initial talks with Ikano Bank," says Arvato project manager Thomas Hoffmann. "Most of the calls come from IKEA® FAMILY card users wanting to check their balance, change master data, adjust rates or increase their credit limit, for example. All decisions about credit limits are calculated by the Ikano Bank system, so we can immediately give each customer the requested information.” To this end, during the preparatory phase Arvato employees were given specific training in the Ikano Bank system, which Arvato is now linked to. The Arvato team’s tasks also include providing instant assistance to employees at IKEA® cash registers and to IKEA® shippers.
About Ikano Bank
Ikano Bank is a subsidiary of the international Ikano Group of companies. Alongside financial services, its main lines of business are real estate, insurance, asset management and retail. In 1988, Ikano became an independent company owned by the Kamprad family. Ingvar Kamprad is the founder of IKEA®. Ikano’s vision is to create possibilities for better living. Ikano Bank specializes in services such as customer cards, credit cards and personal loans. It operates successfully in many countries: Germany, Austria, Sweden, Denmark, Norway, Finland, Britain, Russia, Poland and the Netherlands. In Germany, Ikano Bank has its headquarters in Wiesbaden.