AmplifierAtlas Companies > Atlas International > Getting Better All the Time

Getting Better All the Time

6/14/2018

AmpOnline_AtlasInternational_GettingBetter_681w-(3).png

Business Surges with Service Enhancement

The thought of moving internationally should come with feelings of confidence and well-being—like the vibes customers get with Atlas® World Group International.

“We've seen an increase in the number of customers who complete a post-move survey,” says Tim Hall, Vice President, Business Development. “Not only are more customers taking the time to evaluate our service, the feedback is overwhelmingly positive.”

The higher scores have led to a surge in business—including a 300 percent jump in volume with Atlas International’s largest corporate client. The growth didn’t take place unexpectedly; it is grounded in a fresh take on the customer experience.
 


"We listen to the customer, set their expectations, stay in contact with them and handle the details. Ours is a service model that produces happy customers."

Matthew Hagenah, Vice President, Global Mobility, Atlas® World Group International

"We re-engineered our service model last year," says Matthew Hagenah, Director, International Commercial Operations. “We've essentially upgraded the customer experience to make international relocation easier and more accountable.”

Chief among enhancements: a professional, Atlas International account manager is now assigned to every customer. This assignment is key to setting and managing the customer's expectations.

"Every customer knows they have someone they can reach for help, for answers, at any time," says Matthew. "When the unexpected happens, they have a direct line to an Atlas professional who will handle it.”

The account manager's role is so crucial to the customer experience that Atlas invested in top-tier talent to expand and strengthen staff. Newly hired managers bring from 11 to 24 years of industry experience with handling international moves for Fortune 100 firms.

Having a single point of contact for service also eliminates the potential for redundant calls by multiple providers, which can be distracting to customers. It also reduces the potential for dissatisfaction that can happen when a customer doesn’t know whom to call.

“A customer may have a minor issue, such as a delivery day question that can be handled instantly over the phone,” says Matthew. “If it goes unresolved, then all the great customer service that happened before may be forgotten. We won’t let that happen.”  

Photo caption: Besides their customer-handling skills, the availability of managers is key to the Atlas service mojo. Which is why the company operates internationally with a "tri-regional" presence. Atlas professionals answer customers in every time zone—whether in the Americas, APAC, or EMEA.

Featured

Familiar Themes & Pricing Reset

Ryan McConnell, Vice President, Strategic Planning, and Jeff Schimmel, Vice President, Transportation Services, are key strategists in the effort to optimize sales and profitability for Atlas® Van Lines. In early September, Joe Stackhouse joined the team as the new President & COO.

...read more

Driving Change

Today, the Atlas cooperative is made up of over 400 independently-owned and -operated moving companies throughout North America. Members still commit to one another for the common good. At a time when the industry wrestles with unprecedented challenges, that commitment has never been more vital.

...read more

LEAD: Atlas Answers the Call

The history of Atlas® is a story of leadership. In 1948, 33 independent moving companies formed the cooperative “Atlas Van-Lines, Inc.” and affirmed that “each member was to render service on his brother member’s loads of the character that he would expect on his own business.”

...read more

People

Atlas Awarded for Giving Spirit

Giving back to local communities is a priority that resonates throughout the Atlas network. At headquarters, the Atlas United Way committee looks for engaging ways to keep the charitable spirit alive among the Atlas employees all year long.

...read more

Atlas Agents Help Students Move Out for Hunger

Atlas Agents are taking their trucks and charitable acts to a higher level – of education, that is. Move For Hunger Director, Adam Lowy, and team, coordinated the first ever Move Out for Hunger food drive, in partnership with Doorsteps and Food Recovery Network.

...read more

Moving Up and Moving Forward

John Lance, NMS Moving Systems, Inc. (2015), was handed a huge honor at the 99th Annual California Moving and Storage Association Convention in Rancho Mirage, Calif., physically and figuratively speaking.

...read more

Events

Atlas is a Friend in Corporate Relocation at SHRM

In fact, the overarching message for Atlas at the SHRM show was to ease customers’ minds about the relocation process. To demonstrate how Atlas PVO’s and pack/load team members are friends that customers can trust with their household belongings, two life-size cardboard cutouts of crew members stood in the booth for photo opportunities, while attendees were encouraged to share their selfies with the hashtag #MyFriendsAtAtlas.

...read more

Sharing the Many Ways to go new places at SHRM

A group of representatives from multiple Atlas Agencies and Atlas HQ trekked to Las Vegas in late June to set up shop at the annual Convention and Expo of the Society for Human Resources Management (SHRM). In total, more than 630 exhibiting companies filled over 30 aisles with human resource solutions at the Las Vegas Convention Center, making it the largest expo SHRM has ever held.

...read more

Alexander's Celebrates a Big Year in Nashville

In 2015, Alexander's Mobility Services (0217) celebrated 20 years of service in the Nashville area, and they did it in a big way. As the largest multi-location agent in the Atlas family, Alexander's moved their Tennessee operations into a new location on the northwest side of the city.

...read more