Advancing > Lives > Forward >

Best practice in domestic and expatriate relocation

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ACHIEVING GLOBAL HARMONIZATION

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

Advancing > Lives > Forward >

• Commitment to consistent service quality • Dedicated Client Service Manager (CSM)

• Client and Transferee escalation point• Responsible for overall client management

• CSM oversees Quality Control• First point of escalation • Compile all survey results for reporting• Owns operational and account management • Responsible to his/her client base

We Share a Common Service Delivery ModelWHR Group The Santa Fe Group

• Commitment to consistent service quality • Dedicated Account Management

• Single Point of Contact for Client • Total End Result Accountability

• Oversees the “Perfect Relocation” Process• Customer Service• Policy Compliance• Quality Control for operations• 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)

ChecklistsWritten CommunicationPersonal Support Tracking

Guides

SANTA FE'S PERFECT RELOCATION PROCESS

No other relocation company has the global scale of Santa Fe with 120 offices in 52 countries

Santa Fe Group Owned Offices LocationsSanta Fe Group Approved Partners Locations

International Transferees Santa Fe Group Counseling Teamhome and host model as needed

Domestic TransfereesWHR Counseling Team for Home Owners and Renters

WHR Group Global Account ManagementDomestic & International Technology Platforms

Local Knowledge

Country Specific Support

Similar Technology Platforms

Tracking & Transparent Reporting

•Assignee & Client access•Easy to use•Customised•Accurate & Flexible.csv, .xml .xls .pdf .doc

Billing

•eInvoice•Local-to-local•Tracking expenses•Consolidated options

Managing Cases

•eInitiations•End to end visibility•Step-by-step•Secure ISO27001•Tiered access

Similar Technology Platforms

• eInvoice• Local-to-local options• Local currency options• Flexible invoice formats• Expense tracking• Consolidated options

Client RELOCATING EMPLOYEE

SUPPORT PRE-DEPARTURE

THE RELOCATION

DESTINATION

Policy benchmarking & consulting

Visa & Immigration Temporary housing Home finding

Management reporting Area orientation Household goodsmoving & 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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Q&A

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