A marquee company agreed to contract with Graebel Relocation, then final contract discussions began between the client, Graebel, and both companies’ legal teams. The high-volume customer opted to withhold new initiations for weeks prior to its go-live date. Initiations and assistance for on-assignment employees would become the immediate responsibility of the new relocation management company (RMC), the moment the contract would be inked.

The contract signature date could not be accurately predicted, due to the many parties involved in finalizing the agreement. Formal transition and implementation began in earnest, when pricing was finalized during contract negotiation.

Best-practice transition and implementation to first-order acceptance models are normally 30-90 days after a signed contract. This period combines setting up systems that span client-directed reports, including KPI/SLAs; and, the relocation program and policy reviews, and training client-affected division departments.

Seamless Service55 Assignees experience positive, seamless transition worldwide

Best-in-Class PerformanceClients goals achieved and everyone’s expectations exceeded.

Day 1 - After Contract SignedGraebel Relocation assumes ongoing assignment support for existing assignees, accepts new initiations.

First 10 Business Days of Signed Agreement254 initiations in 44 countries

Customer-First PolicyGraebel Relocation places onsite implementation and operations managers for hands-on go-live support

CLIENT PLACES 254 INITIATIONS TWO WEEKS AFTER SIGNED CONTRACTBEHIND THE SCENE SUCCESSFUL IMPLEMENTATION EXCEEDS EXPECTATIONS

THE CUSTOMERPublicly-traded premier global payments technology firm renowned for its innovative solutions performs electronic payment services in more than 200 countries and territories.

PROJECT SCOPEFollowing verbal agreement with Graebel and initial weeks of implementation activities, globally active client stopped initiations with incumbent. With countless relocations pending, the client mandated rapid-fire implementation for its 18 policy global program. Implementation would occur in parallel as contract terms were finalized. Go-live management of initiations and ongoing assignments would commence shortly after executing the agreement.

PROJECT GOALSTo start implementation and to transition existing employees’ case files when pricing finalized, so after signing contract, the client can effortlessly initiate orders, without delay with the new RMC, Graebel.

WHY GRAEBELGlobally active clients’ conveyed their positive experiences with the professionalism and agility in successful, seamless transitions and implementations.

Graebel Relocation people possess real-world and extensive industry experience, and the RMC’s record to easily bring together client-dedicated teams with strong, tactful communication skills surpassed new customers’ expectations.

CHALLENGE, SOLUTIONS and RESULTS continued on reverse >

THE CHALLENGE

Best-practice implementation process for a full-service global relocation program is approximately one month after a completed contract with a new client. Here, it would be mission-critical for the client to turn-on the initiation spigot with the new RMC, literally as the ink dried on its contract.

On day one, Graebel Relocation would also assume ongoing assignment support for existing assignees. However, the incumbent RMC proved to be uncooperative in transferring files, and files furnished lacked key supporting documentation.

During training with its five business groups, the client reversed decisions about requirements such as cost estimates for all services, and asked for additional reports not deemed relevant earlier.

The 1,000+ annual volume client had predicted that it would have 100 initiations initially. However, more than double the projected total, 254 initiations, in 44 countries would be placed for the RMC to administer within the first 10 business days of the signed agreement.

THE SOLUTION

Led by the Graebel senior vice president of operations’ excellence, in-person meetings to review policies and identify gaps were held with the client’s executive responsible for leading the program. Client contacts engaged in day-to-day activities were confirmed. Next, in-region teams devoted to the account were educated on the client’s expectations, its program and 18 policies. All details were uploaded onto the Graebel system in preparation for the go-live date.

With negotiated pricing in place, weekly webcasts to share and review client policies and to conduct training on the Graebel system were scheduled with each of the five divisions, at the convenience of each client group.

Additional in-person sessions centered on how to enter orders were held. At no additional cost to the client, Graebel Relocation placed implementation and operations managers onsite to assist the client with system entries during the go-live week. Highly-personalized hands-on support continued after the go-live date, in keeping with the Graebel customer-first philosophy.

THE RESULTS

Small, mid-sized to large-volume U.S-centric and global client implementations have been a Graebel Relocation success story for decades. The new client’s 254 initiations and 55 assignees were seamless supported quickly after the signed contract, because the experienced, innovative client-dedicated team had collaborated closely with all client business groups.

Well-versed in the 18 separate policies, Graebel accurately answered employees’ questions and exception requests were diplomatically and expediently handled for compliance.

Best-in-class performance is earned when client’s goals are achieved and everyone’s expectations are exceeded. Although the first initiations totaled more than twice the anticipated amount, the new customer learned firsthand that regardless of volume, policy complexity or location, every relocated employee and assignee is treated as a V.I.P. at Graebel Relocation.

GRSW-191 © 2015 Graebel Companies, Inc. All rights reserved. All trademarks are property of their respective owners. For contractual reasons, the client cannot be named.

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Global Employee & Office Relocation, Move Management & Workplace Services

Client places 254 initiations two weeks after signed contract

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