arvato has expanded its supply chain agreement with Universal Music UK to include e-commerce fulfilment and customer service. arvato will deliver music and merchandise to consumers internationally and provide product information, returns support and manage order queries via phone and email.

The agreement covers CDs, DVDs, vinyl records, headphones and clothing available on more than 70 artist stores. It also includes the Beats by Dr. Dre headphones series available on the Beats Official European e-commerce store.

To maximise Universal’s stock across multiple channels and improve turnaround times, arvato has seamlessly integrated Universal’s e-commerce order management systems with the existing B2B order management and warehouse management system in arvato’s Milton Keynes facility. Integrated customer service will be managed from one of arvato’s contact centres, located in Liverpool.

Since the start of the relationship, arvato has shipped 150 million units with an average 100 per cent completion rate, and the transformation has produced cost per unit savings of 25 per cent.

“The level of service and support arvato continues to provide are faultless,” says Steve Partridge, head of e-commerce, Universal Music UK. “As the music industry continues to evolve, we’re confident that arvato’s innovative and cost-effective approach will support our ambitious future e-commerce targets.”

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