Operational framework
We designed a new structure for managing high-volume interactions, ensuring consistent service across all shifts.
Arvato Singapore
Optimising high-volume operations for a global logistics leader
Arvato needed to scale their customer service operations in Singapore to meet rapidly growing demand while maintaining high service quality. We implemented a new operational framework, integrated advanced automation, and redesigned agent training programmes to ensure consistent delivery at scale.
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The challenge
scaling operations without compromising quality
Rapid growth in the logistics sector often leads to operational strain. Arvato faced the challenge of scaling their Singapore operations while dealing with high staff turnover and inconsistent service delivery across different shifts. The existing systems were not designed for the volume of interactions they were now experiencing.
The insight
Scaling requires more than just more people. It requires better systems.
High-volume environments must prioritise operational consistency. By automating routine tasks and focusing human effort on complex problem-solving, organisations can achieve significant scale without the traditional linear increase in headcount or cost. This project proves that efficiency and quality can go hand-in-hand when the underlying systems are designed for scale.
The response
Designed around the operation.
Integrated automation
We implemented AI and bots to handle routine queries, freeing up human agents for more complex problem-solving.
Redesigned training
We created a faster onboarding process and better skill development programmes for agents to reduce turnover.
40%
faster onboarding
30%
increase in throughput
20%
reduction in turnover
“The new framework has allowed us to scale our operations in Singapore with confidence, knowing that our quality standards are being met even at peak volumes.”
Arvato Operations Director
What we learned
High-volume environments must prioritise operational consistency. By automating routine tasks and focusing human effort on complex problem-solving, organisations can achieve significant scale without the traditional linear increase in headcount or cost. This project proves that efficiency and quality can go hand-in-hand when the underlying systems are designed for scale.
Let’s make service work better
Start with the problem
you need to solve.
Tell us about your customers, your operation and what needs to change.