We aim to provide our corporate clients the best value the industry can offer.  We accomplish this goal through offering control of costs and control of outcomes. 

 Cost Control:

• Transportation Agreement—provides full value coverage for damages at no charge
  (a savings of several hundred dollars per move) and an off-season discount year round. 

•  Invoice Auditing—before an invoice is generated by United Van Lines we audit it for accuracy.

• Authorizations—we will not charge for additional services without receiving authorization to perform.

 Quality Control: 

•  In-house customer service and claims management—we are able to handle our customers on a more personal level and more expeditiously with our own people.

• Customized Move Guides—since customer service and claims are handled in-house we have designed our own move guides which provide contact information at Mergenthaler Transfer & Storage.  In addition to contact numbers the move guide is the most well organized and helpful move guide available in the industry.

• 24 hour customer service emergency number—moving is a round the clock ordeal.  Problems do not always occur during business hours.  Unlike our competition our customers can reach a decision-maker who can solve any problem that may occur even at night or during the weekend.

• Customer Management—we have developed a customized software program to assist us with providing the highest quality customer service in the industry.  See Our Approach to Relocations for more information.

Performance Reports—regular reports are generated showing our accuracy on estimating, claims frequency and on-time loading and delivery

"Quality is not a mistake” 

We understand that everyone we move has different needs and expectations.  Asking the right questions and listening to our customers will help us to meet those expectations.  We have developed a systematic approach flexible enough to handle the most unique relocation needs yet organized in a way that we cover all of the details and nothing is missed.  This information is communicated from sales to customer service to packers to driver. 

The process is founded in a custom-built software program.  The program generates tasks for sales-people and customer service move coordinators at various stages of a customers move.  Certain tasks are accompanied by pop-up windows with reminders of the questions we should be asking.  The conversations are documented and time and date stamped so that we can go back at any time and report the progression of the move.

The activities the software program generates include:

Sales:

• Call: Introductory phone survey and needs analysis

• Action: Contact origin agent for an on-site survey

• Action: Mail the customized Mergenthaler Transfer Move Guide

• Action: Follow up for survey results

• Call: Post survey follow-up call, review services requested and valuation needed

• Action: Submit estimate to account

• Action: Obtain approval to proceed with move

 Move Coordinator:

• Call: Introduction and services/dates review

• Action: Mail confirmation letter

• Action: Register move

• Action: Notify origin agent of confirmed move

• Call: 72 hours prior to move

• Action: Reconfirm dates and services with origin agent, check for van assigned

• Call: Pre-pack preparation call

• Call: Pack day call confirm move is going well, prepare for load day

• Call: Load day call confirm loading is going well, prepare for in-transit and delivery

• Call: Delivery day call move is going well

• Call: Post delivery call confirm no unresolved issues and remind to complete customer service survey

 Sales:

• Action: Provide performance report to account

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