Great Destination Services experiences require best-in-class, local Destination Consultants. Dwellworks Consultants meet this standard thanks to the outstanding work of our global Destination Services supply chain team. They are responsible for sourcing, onboarding, and supporting the Consultants whose performance defines our customer success and leadership reputation. Supply chain management, in short, is among the most critical functions at Dwellworks.
The last few years presented challenges, between slowed-down relocation activity and health and safety COVID-19 compliance requirements that varied from country to country and city to city. The disruption also provided an opportunity for continuous collaboration and innovation. Adding new Consultants and their experience has strengthened and deepened both the Dwellworks supply chain team and our global network.
For a look at how recent learnings have prepared the Dwellworks supply chain team for the active ‘return to mobility’ environment, we checked in with two key supply chain directors: Suzanne King,
How are your teams and Consultants doing?
Claire: Our US and Canada supply chain team is gelling wonderfully; we have a strong blend of experienced and recently added talent, and I'm happy about that. Dwellworks' business priorities are to ‘simplify, optimize, and grow.’ We want each customer’s experience to be focused, productive, and personal. One way we are getting that in place has been to re-think how we use our Dwellworks University learning platform. It’s been our go-to for self-paced instruction for Consultants for years, but we’re now expanding that with live-stream training.
"This is a talking business. This is a people-delivered endeavor. These ‘people to people’ experts learn faster and engage more when we’re on the platform together."
While the Consultants bring their core organizational and empathy skills to the job, the Dwellworks supply chain role is to enable their success through 3 core areas of focus: technology (becoming subject matter experts in the use of myDwellworks), subject matter training and development, and customer engagement, through mentoring and coaching. Our Consultants talk every day in real time to our customers, the professionals whom we’re moving for work. We need to do the same, and we’re all getting a lot out of it.
Costs have gone up in relocation as in all goods and services, and companies have budgets to manage while still wanting to get their global talent to where they are needed. 2022 was a good volume year, but it was a reaction to the very low activity of 2020 and 2021. 2023 volume levels reflect more caution, but it’s also been a year of rental markets stabilizing and businesses figuring out their talent management strategies: who to move, who to hire, where to hire, and so on. In the US, we continue to add to our network coverage in response to shifting, client-driven needs, and in Canada, our core markets, places like Vancouver and Toronto, remain very active.
Business is faring similarly in EMEA.
Claire: I was a Consultant myself for seven years. Here is how I like to put it: our knowledge is local and we support that on a global scale. Our Destination Consultants are critical for this. In states like North Dakota, South Dakota, and Idaho in the US and provinces like Alberta in Canada that are sparsely populated but have a concentration of relocation activity, we’re banding our Consultants together in regional support teams. This will not only help the clients they serve, but it will help each Consultant build their strengths and share their success stories. That is our next goal: how do we take engagement to the next level? Having the Consultants feel connected to Dwellworks happens when they feel connected to each other.
How We’re Doing- Service Feedback Check-In
Excellent customer service is paramount at Dwellworks.
That's why we are proud to share our YTD 2023 Destination Services customer feedback scores. We ask for feedback from customers in the middle of a move in a “Pulse Check”, and again after they've settled into their new location in a more formal client-generated survey.
*Scores are an average round-up from our highest-volume global markets.
To learn more about the Dwellworks Supply Chain visit Dwellworks.com and read for our full report on Dwellworks Living Supply Chain updates from Director Debbie Woodley, here.