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General Move Process from A to Z

In a nutshell we herewith explain to you the general move process.[/vc_column_text][/vc_column][/vc_row][vc_row][vc_column][dt_gap height=”30″][/vc_column][/vc_row][vc_row][vc_column][vc_column_text]

First contact with customer (intake by phone)

In order for AGS KHZ to determine customer needs, during the first contact with our new customer, a dedicated Account manager will ask some essential questions, will give vital information* and will already answer any questions.[/vc_column_text][/vc_column][/vc_row][vc_row][vc_column][vc_toggle title=”More info” el_id=”1481188798023-a9b30708-6135″]It is important to find out whether a pre-move home survey is required and it is important to manage expectations with regards to what can be expected from AGS KHZ.

E.g. how we pack & protect the goods, via this link we explain how the move is automatically insured when moving within the Netherlands and via this link you can read about our Move Management service and how we guarantee execution of each move (provided the move is booked in time).

When moving from one European country to the other we offer a different type of insurance.[/vc_toggle][vc_column_text]

Pre-move survey

Please follow this link to read about the pre-move home survey. In order to confirm the appointment our customer will receive an e-mail including a unique reference number which will allow us to directly access all private (move) details of the customer.[/vc_column_text][dt_gap height=”30″][vc_column_text]

After the survey

Our new customer will be contacted by the dedicated Account manager in order to make sure all information provided and noted is in compliance with the needs and requirements of our customer.[/vc_column_text][vc_toggle title=”More info” el_id=”1481189845058-691a37f6-3c52″]Our customer will be given an accurate estimate on when to expect the proposal for the move. Usually we send our proposal within 1-3 working days after the pre-move home survey.

Separately, our new customer will receive an e-mail from the AGS KHZ Quality Department requesting less than 3 minutes time, in order to online review the survey. This will help AGS KHZ to further improve services and will hopefully confirm that we are on the right track with regards to the expectations.[/vc_toggle][vc_column_text]

Proposal

The proposal will be sent via e-mail*, unless of course, one wishes to receive a hard-copy.[/vc_column_text][vc_toggle title=”More info” el_id=”1481189920029-810f22ae-0767″]Usually, the dedicated Account manager calls the customer in order to offer a quick tour through the proposal, highlight important sections and to make an appointment for the follow-up call. In the end, our main objective is that the proposal reflects all wishes of our customer. We want to be on top of everything!

*When it is concerning a company (employer) paid move, we will/ can send the proposal to the company directly, unless otherwise agreed or requested.[/vc_toggle][vc_column_text]

Booking the move

The proposal can be formally accepted via this link. We will call to thank and to discuss the move the same or next business day.[/vc_column_text][dt_gap height=”30″][vc_column_text]

Preparing the move

In order to set up the move, vital/ final details will be discussed with our customer (examples below) and a detailed Move Plan will be created and sent to our customer via e-mail.[/vc_column_text][vc_toggle title=”More info” el_id=”1481190101937-dc696da1-96e4″]• Requested/reserved move date(s) and check availability
• Requested delivery date(s)/period
• Number of movers expected (per moving day)
• Storage required
• Executing parties involved in the move (origin/destination move partner)
• Requested services in the proposal
• Payment of the move (who, when, how)
• Destination address available and easy/ standard access?
• Our aftercare program[/vc_toggle][vc_column_text]

Introduction Move Coordinator

After this process step our customer will be introduced to the appointed, dedicated Move Coordinator who is well trained to guide our customer each step of the move.[/vc_column_text][vc_toggle title=”More info” el_id=”1481190194177-d29708aa-6bf7″]The Move Coordinator will double check and confirm some earlier steps with our customer, will gather paperwork from the customer (where applicable) and manage expectations.

Finally the invoice date will be determined and when payment is expected.
The dedicated Move Coordinator will keep our customer updated on every step of the move.[/vc_toggle][vc_column_text]

Confirmation move dates

The Move Coordinator schedules the (requested) move dates and will confirm these to the customer (in case not yet confirmed in an earlier stage). (Where applicable) the Move Coordinator connects the customer with the appointed move partner(s) in order to schedule final move dates.[/vc_column_text][dt_gap height=”30″][vc_column_text]

Schedule a Quality Check (QC) on the move date(s)

We often schedule a QC on the move date(s).[/vc_column_text][vc_toggle title=”More info” el_id=”1481190348308-94f14a0d-2fe9″]This can be scheduled for packing/ loading but also on the delivery date(s). The QC is usually performed by a surveyor or office management.

*E.g. in order to ensure the move is being executed according to the high standards we go by (safety regulations & quality) and, of course, according to the expectations and wishes of our customer.

Between scheduling the move date and start of the move, the Move Coordinator will make several arrangements (e.g. hire local packing/unpacking help, hire an external elevator, apply for a parking permit).[/vc_toggle][vc_column_text]

Pre-move call and comfort call on move day(s)

In the afternoon of the working day prior to the (first) move day we (or our appointed move partner) will call/ e-mail our customer in order to check he/ she is all set for the move, whether there are any last minute questions or queries and to give an indication of the arrival time of the moving crew*.[/vc_column_text][vc_toggle title=”More info” el_id=”1481190455671-65f84908-77bd”]*When the estimated time of arrival is communicated with our customer it is fixed and final. The Dispatch schedule links crews and vehicles in the most efficient way taking into account not only the nature of the job, but also, the least distance travelled. So if there is a preference for a certain time/ part of the day, we ask our customer to discuss this with us before we schedule the moving date(s).

The dispatch department will of course try to meet any special requests, where possible. Please note that for full container load shipments the starting time is usually around 08:00-09:00 in the morning (actual arrival depending on traffic).

We will make a comfort call (if required/ requested) on the move day(s), ensuring that all goes smooth and according to wishes and expectations.[/vc_toggle][vc_column_text]

Confirmation volume and final details after packing/ loading

After packing/ loading the actual volume will be measured.[/vc_column_text][vc_toggle title=”More info” el_id=”1481190575934-98c7e3e1-8804″]A shipment that was loaded in a truck/ van at residence can be measured on the spot, in presence of the customer. The movers will measure the room left from last loaded item to end of truck/ van and since the maximum loading capacity of the truck/ van is known, the movers can calculate the actual loaded volume.[/vc_toggle][vc_column_text]

Pre-delivery call and comfort call on delivery date(s)

In the afternoon of the working day prior to the (first) delivery day we (or our appointed move partner) will call/ e-mail our customer in order to check he/ she is all set for the delivery, whether there are any last minute questions or queries and to give an indication of the arrival time of the moving crew*.[/vc_column_text][vc_toggle title=”More info” el_id=”1481191218803-9ffebfcc-07c9″]*When the estimated time of arrival is communicated with our customer it is fixed and final. The Dispatch schedule links crews and vehicles in the most efficient way taking into account not only the nature of the job, but also, the least distance travelled. So if there is a preference for a certain time/ part of the day, we ask our customer to discuss this with us before we schedule the delivery date(s).

The dispatch department will of course try to meet any special requests, where possible. Please note that for full container load shipments the starting time is usually around 08:00-09:00 in the morning (actual arrival depending on traffic).

We will make a comfort call (if required/ requested) on the move day(s), ensuring that all goes smooth and according to wishes and expectations.[/vc_toggle][vc_column_text]

Aftercare program

[/vc_column_text][vc_toggle title=”More info” el_id=”1481191291389-f36aa7cc-01cf”]• How did our customer experience the move?
• Are there any complaints?
• Is our customer willing to write a review on our website?
• Will the customer return to us and/ or recommend to families/ friends/ colleagues?
• What went great, what can we do better next time?
• Damages occurred during the move?
• Claims process explained?
• Handling a (damage)claim fast and satisfactorily[/vc_toggle][vc_column_text]

Close file

Thank you for moving with AGS KHZ. Enjoy your new home![/vc_column_text][/vc_column][/vc_row]