Hot Topics in Household Goods Transportation

Transcription

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2 Hot Topics in Household Goods Transportation Welcome Chicago 2017

3 In the Room Today.. Cliff Cannon Chief Marketing Officer Parsifal Derrick Young Director Transportation Governance Sue Dumire Director Global Transportation Services Debbie Barclay Director Supplier Networks and Client Development Anna Wooldridge Manager Transportation Solutions Frederick Schmitz Vice President Client Development Sally Tomte Senior Vice President Client Services

4 Today s Agenda Household Goods Network and Achievements Derrick Young, Sue Dumire, Debbie Barclay & Anna Wooldridge Demystifying the Audit Process Cliff Cannon Voice of the Client Frederick Schmitz & Sally Tomte

5 Household Goods Network and Achievements Derick Young, Sue Dumire, Debbie Barclay & Anna Wooldridge

6 Domestic HHG s Volume, Main Lanes Top 10 Origin States PA FL NY OH IA IN IL TX CA MI

7 International HHG s Volume, Main Lanes Top 10 Origin Countries Canada Brazil India Japan Australia Singapore Germany China UK USA

8 HHG s Performance Trends Percentage Satisfied 93.00% 92.50% 92.00% 91.50% 91.00% 90.50% 90.00% 89.50% 89.00% 88.50% 88.00% 89.90% Domestic 91.32% 91.72% 2015 Full year 2016 Full year 2017 YTD Percentage Satisfied 93.00% 92.50% 92.00% 91.50% 91.00% 90.50% 90.00% 89.50% 89.00% 88.50% 88.00% 88.64% International 90.41% 91.52% 2015 Full year 2016 Full year 2017 YTD

9 HHG s Performance Trends Percentage Satisfied Third Party Services 93.00% 92.50% 92.65% 92.00% 91.50% 91.72% 91.00% 90.50% 90.00% 90.28% 89.50% 89.00% 2015 Full year 2016 Full year 2017 YTD Percentage Satisfied Auto Hauling 91.00% 90.00% 89.00% 89.58% 88.00% 87.00% 87.06% 86.00% 85.00% 85.49% 84.00% 2015 Full year 2016 Full year 2017 YTD

10 Insurance Claim Trends Severity Frequency $1,600 $1,400 $1,200 $1,000 $800 $600 $400 $200 $0 $1,446 $1, Rolling 12 $1,483 $1, Rolling 12 $1,503 $1, Rolling % 20.00% 15.00% 10.00% 5.00% 0.00% 22.00% 24.00% 2015 Rolling % 17.78% 2016 Rolling % 12.98% 2017 Rolling 12 International Domestic

11 Pet shipments - Refreshed Network

12 Transportation Updates Canada update Supplier dashboards

13 New Business - Implementations

14 Household Goods Assembled key members from Client Services, Our IHHG Panel and Transportation Team Key Objective: identify opportunities to improve, align our partners and enhance customer experience Walked through all processes associated with household goods move in the context of the entire relocation

15 Household Goods Created New Tools for Our Suppliers to Utilize Checklist provides them with a ready reference they can use to audit files internally Provides us with a better frame of reference for approaching internal staff when they can use guidance

16 Technology Enhancements Operation platform: Mash Up Novus Summer Upgrade: Citrix /VDI Consolidate on one platform Citrix Rate engine update: Streamline process & improve efficiencies

17 Home Sweet Home Discard & Donate * Clients save money by reducing the size of the HHG shipment Maximize donations through charitable organizations Employee Receives customized help from a professional organizer and tax benefit on all donated items

18 Going Forward our Areas of Focus Virtual/Video Surveys Supplier certification program Focus on subrogation & referral receivables Standard VIP service offering Move for Hunger Reporting

19 Demystifying the Audit Process Cliff Cannon, Chief Marketing Officer Parsifal Corporation

20 Parsifal Process Flow received Invoice entered into PAS Auditor reviews, suspends as needed Auditor completes Ops invoices to BGRS, uploads to OnBase

21 Parsifal Process Issues Missing documentation Missing authorization Int l: Discrepancies in pricing

22 Parsifal Auditing Weight and Volume Stats Adjustment Stats Suspend Stats

23 Billing - Best Practices Ensure all backup is attached Ensure all authorizations are in place and recorded Domestic: Weights ensure weights are taken immediately before and immediately after load, preferably on an independent scale International: Check to ensure your volume makes sense with billing package

24 Voice of the Customer Frederick Schmitz, VP Business Development Sally Tomte, SVP Client Services, Americas

25 The Prospective Client Perspective

26 The Global Mobility Lead Prefers an end to end solution that allows for focus on strategic, value add business outcomes Minimize time spent on administration Reduce noise Create transparency within a complex service line BGRS can be objective as not affiliated Independent audit Insurance/claims administration Reporting and analytics Flexibility in suppliers used but BGRS managed Regional nuances

27 The Procurement Lead Cost, Cost, Cost! Few with adequate transportation knowledge or have time Transportation pricing matrices becoming more common Feedback- BGRS almost always higher Create transparency within a complex service line BGRS offers more objectivity Audit visibility Insurance Claims administration and settlement

28 The BGRS Client Perspective

29 The Global Mobility Lead Transition to an end to end solution once trust is established Create a superior customer experience Minimize administration time Regional managers struggle Reporting/analytics Complete visibility in spend, supplier utilization, SLA metrics Expectation to deliver enhancements based in actual program data Ability to defend supplier utilization Creative solutions to unique challenges

30 The Procurement Lead Receives constant supplier outreach claiming they can lower spend Evaluating and defending spend Few with adequate transportation knowledge or have time BGRS supports analysis ensuring objective evaluation Reporting Demonstrate cost savings proactively SLA metrics Transparency Audit visibility of actual invoice Insurance levels of coverage

31 Thank you!