+ = Best practice in domestic and expatriate relocation ACHIEVING GLOBAL HARMONIZATION Advancing > Lives > Forward >
Santa Fe Overview • Mission: We Make it Easy • Vision: Deliver Sustainable Value Through Innovation • Values: Quality, Efficiency, People, Safety, Respect and Ethics Advancing > Lives > Forward >
Shared Values and Characteristics • Vendor Independence – Able and willing to work with best in class providers in the relocation supply chain • Transferee Centric – Extremely high touch and individualized service with historical results • Stringent Supplier Qualification – Dedicated department to sourcing and qualifying suppliers and then evaluating them on every performance • Strong Financial Performance • Flexibility and Innovation • Transparency
Shared Values and Characteristics • Supporting Client Transferees: – – – – Understand needs Manage expectations Pro-active communication 24/7 support Fast response times Reduced points of contact Pro-active satisfaction monitoring
We Share a Common Service Delivery Model WHR Group • Commitment to consistent service quality The Santa Fe Group • Commitment to consistent service quality • Dedicated Client Service Manager (CSM) • Dedicated Account Management • Client and Transferee escalation point • Single Point of Contact for Client • Responsible for overall client • Total End Result Accountability management • Oversees the “Perfect Relocation” Process • CSM oversees Quality Control • Customer Service • First point of escalation • Policy Compliance • Compile all survey results for reporting • Quality Control for operations • Owns operational and account • Responsible to his/her client base management • Responsible to his/her client base Advancing > Lives > Forward >
SANTA FE'S PERFECT RELOCATION PROCESS • • Consistently focused on best practices for our clients Unique to Santa Fe Group Goes beyond industry standards Customer service focused Proactive communication ISO 9001 (Quality) ISO 14001 (Environment) ISO 27001 (Information Security) Advancing > Lives > Forward >
SANTA FE'S PERFECT RELOCATION PROCESS Personal Support Written Communication Guides Checklists Tracking
No other relocation company has the global scale of Santa Fe with 120 offices in 52 countries Santa Fe Group Owned Offices Locations Santa Fe Group Approved Partners Locations
WHR Group Global Account Management Domestic & International Technology Platforms Domestic Transferees WHR Counseling Team for Home Owners and Renters International Transferees Santa Fe Group Counseling Team home and host model as needed
Local Knowledge
Country Specific Support
Similar Technology Platforms
Similar Technology Platforms Managing Cases Billing • • • e. Initiations End to end visibility Step-by-step Secure ISO 27001 Tiered access e. Invoice Local-to-local Tracking expenses Consolidated options Tracking & Transparent Reporting • • Assignee & Client access Easy to use Customised Accurate & Flexible. csv, . xml. xls. pdf. doc
• • • e. Invoice Local-to-local options Local currency options Flexible invoice formats Expense tracking Consolidated options
Client RELOCATING EMPLOYEE SUPPORT PREDEPARTURE THE RELOCATION DESTINATION Policy benchmarking & consulting Visa & Immigration Temporary housing Home finding Management reporting Area orientation Household goods moving & storage School search Supplier management Cultural preparation Property management Settling-in Cost projections Lease termination Registration with authorities Tenancy management • Lease renewals Group moves Departure services Travel coordination Training • Language • Intercultural Employee expense processing & reimbursement Expense management • Expense tracking • Compliance reporting
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