Innovation in Consulting and Service: What Sets a Supplier Apart? Introducing Direct Connection from RELO Direct

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Milton Rice
6 years ago
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1 Innovation in Consulting and Service: What Sets a Supplier Apart? Introducing Direct Connection from RELO Direct What Sets a Supplier Apart: Direct Connection by RELO Direct 1

With more than 23 years of experience in delivering mobility solutions, RELO Direct has continually strived to meet the evolving needs of its clients.

2 With more than 23 years of experience in delivering mobility solutions, RELO Direct has continually strived to meet the evolving needs of its clients. Our teamwork-focused approach and flat organizational structure eliminate the complicated hierarchy associated with larger organizations that can contribute to slowdowns, inefficiencies, and lack of innovation. Our agility enables us to consultatively and creatively respond to the challenges that often arise in the mobility arena. As corporations expand their global operations, their providers must grow with them to be a truly innovative and supportive service partner. To create a strong presence in key global markets and to be close to our customers in diverse international locations, RELO Direct continues to broaden its Direct Connection program, (formerly RELO Partner program) an innovative global platform that enables us to deliver services wherever and whenever our clients need. The Direct Connection program identifies premier global providers that offer both a higher level of service and a depth of support that make them uniquely qualified to support RELO Direct clients around the world. RELO Direct s Direct Connection program is based on our unique Direct Touch service delivery model that transports the high level of service, support, and resources RELO Direct has established in its US global headquarters to other global regions. Direct Touch isn t just a way of delivering services to relocating employees; it s a way of doing business. It requires assembling the best of the best in resources (staffing, suppliers, business practices, etc.) and then continuously ensuring these high standards are monitored and maintained. This innovative model meets our clients global needs, and surpasses what is achieved in the traditional, company-owned brick and mortar location model. In other words, just because a supplier has owned assets in every country in the world, doesn t mean that provider is delivering an exceptional service experience. As consolidation continues in the relocation industry, there are fewer and fewer choices for corporations looking for an experienced provider. Larger relocation management companies, known for their numerous company-owned * Source: 2015 Atlas Van Lines Corporate Relocation Survey global offices, acquire their smaller counterparts, some of whom are respected for the level of individualized service they provide. As mergers and acquisitions distill the relocation industry into a smaller pool of providers, corporations seeking a mobility partner are often left with two choices: a large provider with extensive (and in most cases, more extensive than is needed) resources, or smaller, service-oriented, boutique providers. What Sets a Supplier Apart: Direct Connection by RELO Direct 2

3 RELO Direct s Direct Connection program combines the advantages of both of these models: by deploying our service delivery structure and performance-based standards to pre-qualified, top-performing global providers that then support our clients and their relocating employees under the RELO Direct umbrella. With the support of a dedicated communications network and the Direct Touch model, we are able to offer global resources on a just in time basis in a customized way that eliminates the overhead associated with companyowned assets. The Direct Connection model was recently employed as part of a new client initiation and continues to be modified as the client s needs evolve. This case study is presented below: Client Profile The subject, a Fortune 100 company with over 100,000 employees, is a highly recognized manufacturer with a global client base and extensive business operations in Europe, the Asia Pacific region, Mexico, Canada and the US. The client is a large firm that values global capabilities, personal service, flexibility, responsiveness, accessibility, innovation, quality, and cost effectiveness from its suppliers. Identified Needs and Concerns A long-standing relationship with their mid-sized provider changed when the supplier was acquired by a large relocation management company. The subject remained loyal during the transition and was hopeful the same relationship experienced with the smaller firm would continue. Within a short period of time issues with technology, responsiveness, accessibility, accountability, account support, and inattention to the subject surfaced. Without support from their provider, the subject was not able to pursue its objectives of gaining efficiencies, lowering cost, and transitioning to a regionally delivered program on a global basis. Program management at the subject company was placed in a precarious position as they were not able to respond with reporting that addressed senior leadership request for cost accurately or on a timely basis. Further, the provider s service model changed when the acquisition was fully implemented. Consequently, service users were not contacted in a timely manner and no one took accountability for ensuring quality service was delivered. Critical depreciation in overall service to the subject could no longer be ignored. This large corporation, with a mindset for personal service, flexibility, and customized service programs was placed in a position of sourcing a partner that was the right fit. Their preference was to identify and select a smaller relocation company who had the prerequisite service capabilities and the necessary resources to support them in designing and implementing a regional service delivery model on a global basis. This approach is one that is frequently dismissed by larger companies that believe their brick and mortar solution is the answer. Typically, the focus of most requests for proposal (RFPs) is on size, scope, and scale of the supplier candidates. Softer issues such as compatibility, Direct Connection puts clients and relocating employees in touch with in-location RELO Direct staff delivering international services from global locations. This local Direct Touch ensures the expectations of global assignees are met and exceeded. What Sets a Supplier Apart: Direct Connection by RELO Direct 3

4 trustworthiness, relationship building success, and strategic vision can sometimes be overlooked. When this subject initiated its sourcing efforts, it was acutely focused on ensuring that not only did the selected provider have the capability for managing a global mobility program, but that they were also keenly aware of what they were seeking in terms of personal service, responsiveness, flexibility, and innovation. The Process RELO Direct was invited to participate in the subject s RFP process, in part as a result of its membership in RELO Direct s Global Mobility Roundtable, an independent, corporateonly education and networking forum for HR professionals managing global mobility programs. After a comprehensive, one-year due diligence and potential supplier review process, RELO Direct was awarded the account by the subject. Immediately following the award, a four-month global implementation began and involved all global personnel from centers in Asia and Europe. Successful implementation was achieved as a direct result of the participation of all parties in discussing policy, process and technology training - both in the US and with ongoing management support to the global service centers. A year after initiating service delivery, the customized solutions offered and executed have been nearly flawless, with all initial challenges incurred during the transition being immediately addressed and corrected. The Result One of RELO Direct s distinguishing characteristics in this process was its Direct Connection program. The subject, having already had an incumbent relationship with a larger provider that maintained several brick and mortar locations, recognized the value of our unique ability to combine performance-based global resources with a commitment to innovation and service. This solution-oriented approach is flexible and scalable, and since its inception, has expanded. A second resource in the Asia Pacific region was needed to fully support our client s goals there, and as a result of our high level of engagement in the industry, RELO Direct was quickly able to identify and onboard an additional provider without service disruption. The Direct Connection model is efficient in meeting the specific needs of our clients with extensive global activity and offers customized solutions based on in-location challenges. Want to know more about how Direct Connection can support your global mobility objectives? info@relodirect.com / (800) 621-RELO / relodirect.com About RELO Direct RELO Direct is is a full-service relocation management company. We offer a wide range of mobility management services to support clients with employees on the move. With over 23 years of industry experience, RELO Direct has the systems, processes, and procedures in place not only to meet and exceed customer expectations, but also to effectively contain costs for clients. What Sets a Supplier Apart: Direct Connection by RELO Direct 4

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EMPLOYEE MOBILITY AND TALENT MANAGEMENT INTEGRATION

EMPLOYEE MOBILITY AND TALENT MANAGEMENT INTEGRATION Talent management continues to be a hot-button topic within global mobility. Aligning the movement of employees, whether temporarily or permanently,