Majorel handles customer service for VW campaign

Majorel, a leading global customer experience (CX) and BPO provider, handled customer service for the settlement of the test case lawsuit against Volkswagen AG. Together with the Arvato subsidiary 3C Germany, Majorel helped to ensure that around 240,000 owners of a VW diesel vehicles were able to reach a settlement in one of the largest settlements in German legal history. During the project period from the end of March to the end of April, Majorel answered around 740,000 calls and 50,000 letters from VW customers and took over the complete examination of the documents submitted by the applicants for entitlement to participate in the settlement.

After a set-up time of only four weeks, the project started with more than 650 employees at 16 Majorel locations. "Here we had a real rocket launch – after being commissioned by Volkswagen, we recruited the team, defined the processes for customer service and set up the necessary IT systems within a very short time," reports Olaf Tenge, Vice President at Majorel. "Since the project was launched at the height of the Corona pandemic, we also had to react quickly to changing conditions, for example, switch from classroom training to online training. The fact that we still got off to a successful start was only possible because all those involved – our employees, client and partners – pulled consistently together," continues Tenge.

Volkswagen and the Verbraucherzentrale Bundesverband (VZBV - Federation of German Consumer Organizations) negotiated the settlement offer for VW diesel owners in order to avoid a lengthy legal procedure. Depending on the model, type and year, VW paid compensation of between 1,350 and 6,250 euros. The rush of consumers after the hotline was set up in April was enormous: Majorel received around 60,000 telephone enquiries on the first day alone. These involved both questions about the procedure and technical assistance. The Arvato Financial Solutions subsidiary 3C contributed the online portal for settlement processing, which reliably withstood the huge volume of consumers. Majorel also took over the production and dispatch of all settlement documents for customers who chose the traditional postal service to conclude their settlements. "In order to successfully implement the project in such a short time and to cope with the huge volume of consumers, all parties involved had to demonstrate a high degree of flexibility and operational expertise and work closely together. The fact that customers accepted the settlement so well speaks for Volkswagen's fair offer on the one hand, and for the professional execution of the project by Majorel, 3C Germany and all other Arvato units involved on the other," summarizes Tenge.

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