Sharper Focus
Improving The Experience of 100,000 Harley Owners Worldwide
Harley Owners Group (H.O.G.) is the world's largest and most successful factory-sponsored owners club. With a simple philosophy: ‘Ride and Have Fun’.
The need:
H.O.G had a fragmented approach to customer management, which together with poor customer service and delivery inefficiencies meant that the huge value, represented by H.O.G. members was not being realised. H.O.G required a partner that would provide an improved membership experience for its 100,000 H.O.G. members worldwide, whilst making cost savings and increasing the size and value of the membership base.
The solution:
arvato’s solution was to provide a consolidated EMEA operation which delivers:
- A multi-lingual contact centre
- Integrated fulfilment
- Subscription renewals
- Online payment options
- Member surveys
- Event management
- Retention programmes
Our consolidated solution delivered efficiencies within:
- Controlled payment methods
- Bringing fulfilment closer to brand
- Efficient reporting
- Access to statistics and revenue streams for effective planning
- Event support to execute strategies
- Analysis to benchmark future communication and rollout new initiatives
The impact:
- Gaining a true insight into customers
- Reduced contact centre and fulfilment spend
- Increased membership figures by over 50% in three years
- Increased membership satisfaction by 30%