1. 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 Service
55 Assignees experience positive,
seamless transition worldwide
Best-in-Class Performance
Clients goals achieved and everyone’s
expectations exceeded.
Day 1 - After Contract Signed
Graebel Relocation assumes ongoing
assignment support for existing assignees,
accepts new initiations.
First 10 Business Days
of Signed Agreement
254 initiations in 44 countries
Customer-First Policy
Graebel Relocation places
onsite implementation and
operations managers for
hands-on go-live support
CLIENT PLACES
254 INITIATIONS
TWO WEEKS
AFTER SIGNED
CONTRACT
BEHIND THE SCENE
SUCCESSFUL
IMPLEMENTATION
EXCEEDS EXPECTATIONS
THE CUSTOMER
Publicly-traded premier global payments
technology firm renowned for its innovative
solutions performs electronic payment services
in more than 200 countries and territories.
PROJECT SCOPE
Following 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 GOALS
To 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 GRAEBEL
Globally 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 >

2. 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.
www.GRAEBEL.com
Global Employee & Office Relocation, Move Management & Workplace Services
Client places 254 initiations two weeks after signed contract
World Headquarters: USA | 16346 Airport Circle | Aurora, CO 80011 USA | marcom@graebel.com | +1.800.723.6683
APAC Headquarters: Singapore | 4 Shenton Way | SGX Centre 2, #29-01 | Singapore, 068807 | +65.6302.5111
EMEA Headquarters: Czech Republic | Malé námestí 459/11 | 110 00 Prague 1 The Czech Republic | +420.225.982.819