Arvato CRM Solutions (Arvato), the leading customer relationship management company, has partnered with the European Research Center for Information Systems (ERCIS) at the University of Münster, to create the ERCIS Omni-Channel Lab. The new Lab combines ERCIS’s established academic research network and teaching facilities with Arvato’s practical expertise of handling 1.7 million Omni-Channel interactions every day for many of the world’s best-known brands. This means that it’s perfectly placed to research innovative solutions and new concepts for Omni-Channel communication challenges. Jörg Becker, Professor for Information Systems and Information Management at the University of Münster said: “Arvato is a global leader in CRM, so our research teams have direct access to vast Omni-Channel expertise and knowledge. This means that ERCIS is uniquely positioned to develop robust insights, modelling and analysis that could totally redefine the way the industry currently approaches Omni-Channel CRM. With several research projects already underway, we’re very excited to be collaborating with Arvato and looking forward to a long and mutually beneficial relationship”. Other key members of the ERCIS Omni-Channel Lab include Heike Trautmann, Professor of Information Systems and Statistics, and Gottfried Vossen, Professor of Computer Science. Karsten Kraume, CIO/CSO at Arvato CRM Solutions, said: “ERCIS is one of the most respected academic research networks in Europe and we’re delighted to be working together on the Omni-Channel Lab. What’s important to us is the holistic view they take on the interplay of customer information, communications channel management, technology and operational processes. This is crucial to our goal of delivering the best possible brand experience to our Client’s customers around the world – across all communications channels. I’m confident that their insights will not only benefit Arvato and its Clients, but will also make an important contribution to the whole CRM industry.” Following an inaugural workshop in Norway attended by more than 30 academics from across Europe, research is already underway to explore Market Segmentation, establish an Omni-Channel Reference Model, evaluate the business value of Omni-Channel CRM, establish a Regulation and Analytics Framework, and to design a Data Architecture for Omni-Channel CRM strategies. 

About the ERCIS Omni-Channel Lab

The ERCIS Omni-Channel Lab, at the University of Münster, is a partnership between ERCIS and Arvato CRM Solutions. The Lab combines the academic research and teaching activities of ERCIS and Arvato’s practical experience of delivering tech-enabled Omni-Channel CRM solutions from 110 global locations for many of the world’s best-known brands. Its areas of investigation focus around ‘Processes’, ‘Data’ and ‘Analytics’. The ERCIS network is an international and inter-disciplinary network of universities and individual researchers in the field of Information Systems. Close collaboration with industry, in terms of an Advisory Board, ensures the practical relevance of ERCIS research and delivers inspiration for innovative research ideas. For more information, including publications, please go to https://omni-channel.ercis.org/ercis-omni-channel-lab

About Arvato CRM Solutions

As Europe’s leading customer relationship management partner, Arvato CRM Solutions offers tailor-made customer communication and digital service solutions for any requirement. On behalf of its clients, Arvato CRM Solutions currently maintains relationships with over 600 million consumers and business clients on five continents in over 35 languages, on all classic communication channels as well as on online and social media channels. The international network of service centers includes around 43,000 employees at more than 100 locations. Businesses representing many different industries rely on our integrated solution portfolio and our longstanding experience. Our customers range from telecommunication firms to energy suppliers, banks, insurance companies, e-commerce retailers and airlines. For more information, please go to www.arvato.com