For its customers, arvato services healthcare has more to offer than “just” logistics solutions. Its strength lies it in its ability to offer a broad array of services within the product-market cycle. arvato services healthcare does this by taking the single-point-of-contact approach. Christian Wolf, head of Key Account Management at the Harsewinkel office, explains just what this means.

Mr. Wolf, what is meant by “one face to the customer”?

It generally means that every customer in the operating business segment has one person they talk to, their very own key account manager, who is there for them around the clock if necessary. This key account manager is familiar with all the processes, coordinates all business and project developments and is the point of contact for all sub-contractors and internal units (such as the Supply Chain Solutions Department).

What’s the idea behind this structure?

Service is key here. We want to make it as easy and as convenient for our customers as possible. It’s our goal to offer our customers all-in-one solutions – not a bunch of individual services, all from different providers that the customer has to somehow piece together like a puzzle. Communications, of course, are all the more effective and tidier this way. This simplifies communications for our customers, as well, and helps them free up resources on their end.    

That puts the key account manager in quite a position of responsibility. What are the prerequisites for someone like that?

To be a key account manager, you’ve got to have solid knowledge in the field, be a troubleshooting whiz and an organising talent.  But in my view, pragmatism as well as a high level of customer orientation and commitment are the real keys to success.  Our key account managers are born service providers, service is in their bones. You can just feel it.

One last question: What would you say was emblematic of “arvato services healthcare”?

The ability to come up with custom solutions that are tailored to fit the customer and its needs.  Forcing a solution the customer is simply not what we do. We look for the just the right solution for each customer, and we keep on looking until the customer is completely satisfied. Our key account managers know their customers very well and know the processes inside and out. That’s what puts us in the position to create customer-specific service packages.  On top of that, processes are constantly being enhanced on a day-to-day basis.