REG-Capita PLC: Strategic transformation partner for mobilcom-debitel <Origin Href="QuoteRef">CPI.L</Origin>

CapitaAnnouncement

21/11/2016 08:45

RNS

21 November 2016

Capita selected as strategic partner to deliver customer service
transformation for mobilcom-debitel 

Capita has been selected as strategic partner to deliver transformational
customer services for mobilcom-debitel, with a seven-year contract expected to
be valued at €230m (£197m). The partnership, key to supporting
mobilcom-debitel’s digital lifestyle strategy and continued growth, is due
to commence on 1 March 2017. Mobilcom-debitel is one of Germany’s largest
mobile and internet services and telecoms products providers with a growing
customer base.

Drawing both on Capita’s operational expertise across Germany and Poland and
the Group’s best practice service design and technologies, its proven
transformation approach will deliver significant advances in digitisation and
service improvements. This will include the acceleration of the use of digital
channels. The new contract is designed to focus on valuable outcomes, rather
than the transactional model traditionally used across the German customer
management sector. This model – used by Capita on some of its major customer
management contracts in the UK (including O2) – directly incentivises Capita
to produce the best possible outcomes for mobilcom-debitel’s customers,
rather than charging on a ‘per-contact’ basis.

Andy Parker, Capita’s Chief Executive, stated: “Capita is delighted to
become mobilcom-debitel’s strategic customer services partner. Capita will
deliver a transformed customer service operation focussed on continuing to
deliver customer excellence to mobilcom-debitel’s existing and new customers
and promoting its digital lifestyle products. Our enhanced operational
platform will be capable of supporting mobilcom-debitel’s products as they
continue to evolve.

“This new transformation partnership with a new client for Capita Europe
demonstrates the interest and growing demand for different customer service
outsourcing models. We have a growing pipeline of both traditional and
transformation customer service opportunities in Germany and Switzerland which
will provide a good platform for Capita Europe to meet our growth
aspirations.”

Joachim Preisig, Chief Financial Officer at freenet AG, mobilcom-debitel’s
parent company, said: “In the age of digitisation, customer excellence is
strategically important for both freenet AG and mobilcom-debitel. We are
pleased to have found a partner who supports this strategy and, with its
expertise, can ensure rapid implementation. Thanks to Capita’s long-standing
expertise in the field of customer management, we are confident that we have
formed a partnership that will bring the vision of excellent customer service
to life.”

The partnership will see Capita take over responsibility for all customer
services and related IT. Capita will take on mobilcom-debitel’s existing
customer service sites in Germany, including the transfer of 650 staff.

ENDS

For further information:

Capita plc
Tel: 020 7799 1525
Andy Parker, Chief Executive Officer
Shona Nichols, Executive Director, Communications
Andrew Ripper, Head of Investor Relations

Media enquiries

David Hendy
Tel: 020 7654 2399
David.Hendy@capita.co.uk

Note to editors

As required by German law, this transaction will be notified to the German
Federal Cartel Office.

Capita is a leading UK provider of technology-enabled customer and business
process services and integrated professional support services. With 75,000
people at over 500 sites, including 94 business centres across the UK, Europe,
India and South Africa, Capita uses its expertise, infrastructure and scale
benefits to transform its clients' services, driving down costs and adding
value. Capita is quoted on the London Stock Exchange (CPI.L), and is a
constituent of the FTSE 100 with 2015 revenue of £4.7 billion. Further
information on Capita can be found at: www.capita.com.



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