New World Van Lines attended the two day 2018 Cartus Award Ceremony in Danbury Connecticut.
We took home the Silver award for customer service, and were honored to win the Platinum Innovation award for our Mover Mentor Mentor Program and our results of improved customer service, lower claims, fewer vehicle accidents, reduced workman’s compensation claims and higher retention of drivers and movers.
Over the course of five months, our mentors worked with more than 150 different crews on nearly 300 relocations, offering personalized guidance and training to each driver and mover with whom they interacted. Beyond the obvious emphasis on offering insights to packing and loading quality, the mentors promoted their personal approaches to helping transferees feel more at ease with the moving process, mitigating difficult situations, educating employees on the electronic logging device (ELD) mandate, and offering training on the usage of web-based tools, such as New World’s proprietary DRIVE portal.
For every job attended by a mentor, the Master Movers submitted a crew feedback form, collecting more than 50 individual points of data, encompassing crew preparation before the job begins, the success of interactions with the customer, to the proper completion of the job, after the truck “pulls away”. This data provided New World with valuable direction for how the company can continue to offer targeted training beyond the program’s completion.