Multi-lingual centre for Harley-Davidson
Marketing agency arvato loyalty services has launched a multilingual contact centre for Harley-Davidson to help drive sales of its authorised motorbike rentals, tours and training courses across the EMEA region.
The move is a major departure for Harley-Davidson, as previously these endorsed Rider Services were handled directly by dealerships and third party tour operators.
arvato’s tri-lingual agents, who collectively speak English, German, Spanish, French, Dutch and Italian, will take online and telephone-based bookings from consumers across EMEA and driving sales of the services through a series of direct cross-sell campaigns across 2009.
The online booking system will also support all dealerships – over 70 by the end of 2010 — providing them with a user-friendly tool to manage all bookings.
Patrick Allsop, programme manager at arvato, commented: “We have created the contact centre in record time – in just over seven months, we have trained dealerships on the ground in five countries in EMEA and established a fully operational central point of contact and unified booking system to support the uptake of Harley-Davidson’s key rider services.”
Nigel Villiers, director of the Harley Owners Group (H.O.G) and Rider Services at Harley-Davidson EMEA said: “We’re excited about bringing together our rider services and now looking forward to reaching out to a whole new set of Harley enthusiasts through our centralised system.”