Aligning your Service Delivery Model to Your Organization’s Unique Needs

Over the past several years, a variety of factors have caused companies to consider reevaluating their existing Relocation Service Delivery Models. 

Some of these include: 

• evolution of new policy types
• desire to outsource additional services
• changing demographics of relocating employees
• necessity to contain costs
• desire to nurture VIPs
• the need to gain greater control on a global basis

As companies evaluate potential options, factors such as volume of activity, the introduction of new geographic locations, internal resource constraints, customer feedback and cost can all play an important role in determining the most appropriate service delivery model.

Within the context of US-domestic relocation programs, service delivery most frequently occurs from a centralized location.  However, the manner in which services are delivered may be tailored based on the policy tier or the specific benefits provided to relocating employee.  When someone is moving internationally, companies are increasingly recognizing the benefits associated with using a regional model vs. a centralized model for service delivery.  However, managing a program on a decentralized basis can introduce a significant amount of complexity.  Companies must first consider whether service delivery should be managed from the home region, the host region or a combination of both locations.  There are advantages and disadvantages to each approach, all of which should be factored into the decision process. 

Ultimately, organizations can benefit by establishing a collaborative approach with their relocation provider, by monitoring and measuring results, and by engaging in open dialogue with internal stakeholders regarding potential areas for improvement.  Regardless of the model that is ultimately identified, it is critical to ensure that roles of responsibilities and the scope of work are clearly and accurately outlined.  It is also important to understand that the needs of the company or of a particular business group may change over time.  With this in mind, it is important to continually gather feedback and evaluate the program on an ongoing basis to ensure that it remains successful.

For more information visit The Learning Center to see the SIRVA University presentation on Leveraging Service Delivery Models to Create an Exceptional Customer Experience, for more helpful information.