Case Study: Ingersoll Rand

Performance-based pricing ensures exceptional customer experience for corporate relocations


Background

Ingersoll Rand leaders focus on improving employee relocation services in the face of industry challenges
Ingersoll Rand is an industrial manufacturer with market-leading brands serving customers in global commercial, industrial and residential markets. As a company willing to invest in their transferees’ experience, Ingersoll Rand feared changes in the industry, including a driver shortage and new regulations, would affect their employees’ relocation experience. Leaders looked to Suddath® to create a solution that ensured transferees received great service despite these challenges.


Challenges

Industry changes drive uncertainty

  • Aging fleet led to moving van industry-wide driver shortage
  • Updated Department of Transportation regulations limited hours of service for drivers
  • Due to complex and unpredictable nature of the moving and relocation industry, paying higher premiums did not guarantee services would be delivered to client and transferees’ satisfaction


Solution

Performance-based pricing benefits Ingersoll Rand and service teams
As Ingersoll Rand’s relocation partner for more than 10 years, Suddath proposed an idea to the company that transformed the way it paid for employee relocation services. Suddath created a custom relocation program that individually incentivized service delivery teams, including move coordinators, drivers and crews with bonuses.

In the program, Suddath team members earn bonuses for achieving high transferee satisfaction scores or exceeding performance goals set by Ingersoll Rand. If teams perform above expectations, Ingersoll Rand rewards them with agreed to bonus amounts. If the teams are unable to exceed these goals, Ingersoll Rand is not responsible for paying any additional money, and, in certain instances, Suddath has dollars at risk to be paid to Ingersoll Rand for unsatisfactory service.

To guarantee Suddath team members who provide excellent service are directly impacted, the dollars are allocated back into the teams, through personal bonuses or other team rewards.
This program is a non-traditional solution that is mutually beneficial to both client and supplier. Since implementation, Ingersoll Rand has enjoyed high levels of service despite industry challenges, and Suddath has been able to reward its employees for exceptional performance.

As further evidence of the program’s success, Ingersoll Rand’s international and domestic claims frequency have consistently met incentive goals and billing timeliness has improved. Relocating employee satisfaction is also high, with more than 85% of transferees willing to recommend Suddath relocation services.
 

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Industry

Industrial manufacturing

Size

Large-cap

Business Impact

  • Reduced international and domestic claims frequency
  • Improved billing timeline
  • Increased transferee satisfaction, with 85% willing to recommend Suddath relocation services