Proactive Communication
Customer feedback is what drives all aspects of the QUEST Quality Program. Feedback from corporate clients and transferees is constantly sought and highly valued as it leads to persistent evaluation and refinement of Crown’s service delivery. Feedback from transferees is gathered using two tools: The Relocation Services Quality Survey and the Moving Services Quality Survey.

We consistently analyze the feedback from these surveys. Constant and proactive communication during the relocation process is routinely ranked as extremely important by our transferees. Transferees need to be kept up-to-date on all the details that may affect their relocation, including packing dates, shipment status and delivery dates.

Crown listened to its customers and evaluated its systems. It became apparent that Crown needed to improve its communication systems and guarantee that Online Web Tracking systems were being updated in real-time.

Single Point of Contact
Feedback also showed that transferees feel more confi dent and cared for if they have one point of contact. The single point of contact needs to be aware of all aspects of the relocation, with the ability to respond to questions and alleviate concerns in a timely manner. Crown recognized the need to put accountability on “one person in one Crown office only” to ensure consistent communication with the transferee and to keep them fully apprised of the status of their relocation services. Crown also understood that the single point of contact would have to comprehend the corporate relocation policy, all of the history and the intricate details of the relocation.

Move Management Program
The QUEST Move Management Program was specifically designed to address these issues. The program outlines each customer contact point during each step of the relocation, emphasizing constant communication with transferees. If services do not meet a high level of satisfaction at each major milestone of the relocation, the Move Management program identifies a proactive action resulting in a quick resolution of any current issue.

The program also specifies each entry into MATS, Crown’s Management and Tracking System. Documenting the entries and training the staff ensures that each transferee’s relocation details are available in real-time and accessible through Crown’s Online Web Tracking system.

Crown continues to standardize processes globally and integrates them into MATS and into the QUEST ISO Quality Manual. Global standardization of these procedures truly demonstrates the power of Crown’s global network. All 103 Crown offices follow the same steps ensuring constant and consistent customer communication. While other companies rely on an “agent to agent” network of differing procedures and operating systems, Crown is able to leverage the power of their linked global network of operations, bringing proven quality service to all of its clients. The QUEST Move Management Program is currently being integrated into Crown’s worldwide branches, which requires operational changes and staff training. Crown expects to have all branches trained and up and running by the end of 2005. This program is another example of Crown’s commitment to the QUEST philosophy of using customer feedback to enhance quality systems.

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