AmplifierAtlas Companies > Avail > Lifting Scores for Military Customers

Lifting Scores for Military Customers


New Approach Elevates Service, Opportunities

Military Helicopter

A new day is dawning for Atlas’ military business. And it brings good things for Atlas agents.

In 2009, Uncle Sam introduced a new method for allocating military moves. Referred to as DP3, it puts a new emphasis on service. Avail is answering this new emphasis to create more opportunities for Atlas agents.

“It used to be fairly standard, especially during the peak season, for us to pick shipments up and warehouse them until we could get them routed,” says Bob Ewing, Senior Director of Military Services.

“We now load directly onto the truck for delivery, it’s our new standard procedure,” says Bob. “This will enhance our service and timeliness, which will help us earn a greater volume of military moves. It makes good business sense.”

Agent, Choose Your Load
To keep agents abreast of opportunities, Avail worked with Atlas IT to develop an online “move board.” Agents can view the available military loads in the Atlas system and pick the ones they wish to pack and haul.

“We rolled the move board out in March,” says Bob. “Participation is by invitation—we want to make sure agents have the training and understand the rules of engagement. As with any tool, knowing how to use it makes a difference.”

Military Specialists Support Agent Performance
The military evaluates the satisfaction of its service personnel through completed surveys. Providers who score well get more business. Those who do not receive less or, in some cases, are eliminated from consideration. To help Atlas agents achieve their desired scores, Avail supports them with two full-time Military Specialists, Lisa Weis and Mike Smith.

“We analyze the performance data and feed it back to the agents,” says Mike. “We want them to know what they are doing well, and where they can improve performance.”

Mike and Lisa send reports to agents monthly. These often include specific comments from customers, which are helpful in understanding the reasons for scores. Earlier this year, they reviewed the more than 400 customer comments received during 2012.

“We identified the top five service opportunities overall,” says Lisa. “Individually, we don’t react to just one comment, but in total we look at patterns of what makes customers happy or unhappy.”

“We want to make our reports as relevant to each agent’s success as we can,” says Mike. “When they have a special need for information, all they have to do is let us know and we’ll get it.”

Lisa Weis and Mike Smith


Agents Lend a Helping Truck

Atlas® Van Lines Agents think ‘the bigger the better’ when it comes to spreading awareness about food insecurity. In partnership with Move For Hunger,™ a nonprofit that encourages donating food instead of moving it, our moving and storage companies are sharing the message from the largest billboards they could find – their moving trucks. more

30 Years Later: Atlas® Agents Remember A Turning Point

The Annual Atlas® Convention is a highly anticipated and memorable experience for the entire Atlas family. The 2017 Convention in San Diego, was no exception, but a few, defining characteristics made it truly remarkable. more

What if every customer thought of you as “part of their family”?

Each month, thousands of families go new places® with the help of Atlas® Agents. And each month, expressions of gratitude pour into Atlas via post-move surveys. It’s no wonder the comments often read like fan mail. People go hundreds, even thousands of miles, to get to a new home, a new community, a new job. Throughout their journeys, Atlas Agents provide service that is reliable and reassuring. more


2016 Atlas Agent Award Winners

Checkout which Atlas Agents are this year's Quality Milton M. Hill Award winners, the President's Club 2015-16 Platinum winners, and the Sustainable Agent 2015-16 winners. more

Exceeding Expectations Since 1944

On May 16, 2019, Merchants Moving & Storage, Inc. (1401) held an open house to celebrate their 75th business anniversary in Boise, Idaho. more

Hampton Roads Moving and Storage Moves Wreaths Across America

Hampton Roads Moving and Storage (1083) is proud to sponsor Wreaths Across America, an organization whose mission is to Remember our fallen U.S. veterans, Honor those who serve, and Teach children the value of freedom. 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. more

BRAVO 2017 Recap

Atlas and its network of agencies celebrated BRAVO (Boosting Recognition of Atlas Van Operators) 2017 during the first week of October (4-6), an appreciation event for all the PVO’s hard work and dedication throughout the year. During the 2017 BRAVO celebration, the Annual Best of the Best contest took place, and 12 deserving Atlas Professional Van Operators were nominated. more

BRAVO Week Recap: You Drive Us.

The last full week of September (26-30), Atlas and its network of agencies celebrated BRAVO (Boosting Recognition of Atlas Van Operators) Week, an appreciation event for all the PVO's hard work and dedication throughout the year. more