Modern Customer Communication Rethought

As one of the leading providers of online classifieds in Europe, Kleinanzeigen.de faced a key challenge: its existing communication solutions (CTI/CPaaS) were fragmented and did not deliver the desired efficiency. To improve interaction with business customers (B2B) and simultaneously optimize sales processes and customer service, a unified, powerful platform had to be created. The choice fell on Amazon Connect - an omnichannel contact center solution that can be seamlessly integrated into existing CRM systems.

The long-term strategy of Kleinanzeigen.de was ambitious: to build a modern, scalable, and integrated communication platform that would sustainably improve both customer service and internal processes. Initially, the solution was to be introduced for the German marketplace and then rolled out to other European markets. The aim was to create a technological foundation that would ensure future growth and consistent service quality across national borders.

The successful introduction and adaptation of the Amazon Connect platform were completed in four clearly defined project phases. As an AWS Premier Partner, Arvato Systems was responsible for the technical implementation. Following the joint development of the requirements, the implementation was carried out in close coordination with the customer. The closing/Hypercare phase included training, tests, and comprehensive documentation. In the subsequent operational phase, Arvato Systems ensured continuous support and responded flexibly to change requests.