AmplifierAtlas Companies > Avail > Lifting Scores for Military Customers

Lifting Scores for Military Customers

10/20/2014

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

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