About the Client

SIRVA provides relocation and moving solutions to consumers, corporations and governments, moving more than 1,000 families every day in more than 175 countries around the world. They stand on the relocation industry’s leading edge with innovative services designed to meet the evolving needs of its customers, such as policy consulting, global mobility management, home sale assistance, mortgage, and moving. They call it relocation redefined ® and it’s changing the way the world thinks about relocation.

Business Challenge

SIRVA’s Independent sales agents for North American Van Lines and Allied Van Lines were using several disparate home grown and third party applications to perform many of the functions required to service their customers and interact with the van line. These included lead management, performing in-home surveys, generating quotes and estimates, and booking orders with the van line. The system did not provide the flexibility needed to develop and make available more innovative market offerings and pricing solutions. Agent sales representatives, who sold primarily in consumers’ homes, did not have reliable connectivity to agent or SIRVA based systems and applications. As a result, pricing was localized at the agent level and SIRVA maintained very little insight and visibility into pricing until it was time to register a shipment. The flexibility to survey, price, and generate quotes while offline with the ability to synchronize real-time pricing and order registration automatically when a connection became available was imperative.

Our Approach & Benefits

After discussing several concerns about their CRM system, Sakonent was able to make and implement comprehensiverecommendations. Based on those suggestions, Moving Services went live on its QLAB platform, powered by Oracle Siebel CRM. The QLAB processes were designed to support all moving and storage lines of business in the areas of customer relationship management, lead management, quoting, and pricing for interstate and select intrastate applications. The QLAB application was rolled out to approximately 250 users, eventually scaling to over 1500. Most importantly, QLAB was deployed on time to meet the requirement of going live in time to support the moving industry’s spring busy season.

“The work that you all are doing has significantly changed the attitude of our agents in regard to their confidence in the Van Line’s ability to deliver innovative products that help our agents compete and help to reduce that cost of doing business with the van line.”

-Steve McKenna, Vice President of Pricing and Strategic Planning, SIRVA