2. Who We Are
• Founded in 1900, Arpin Group, Inc. is the
holding company for Arpin Van Lines,
Arpin International Group, Arpin
Broadcast Network and Creative Storage
Solutions.
• Headquartered in Rhode Island, Arpin is
a leader in the household goods moving
industry with over 335 domestic U.S.
agents and Strategic Service Centers
located throughout the world.
• With a reputation for providing excellent
service and a unique focus on preserving
the environment, Arpin Group is the only
family-owned and operated moving
company that has remained dominant
and successful for more than a century.
3. Corporate Overview
• Official Mover of the LPGA
• Member of the American Moving and Storage Association (AMSA)
• David Arpin, President & CEO of Arpin Van Lines, is also a member of
the AMSA’s Board of Directors, Executive Committee and Treasurer
• Marco Uriati, General Counsel & Sr. VP of Arpin Van Lines, is currently
serving as Vice Chairman of the AMSA’s Legal Advisory Council
• Member of the International Association of Movers (IAM)
• FIDI/FAIM Certified (Rhode Island and United Kingdom offices)
• Over 335 U.S. agents and one of the largest FIDI/FAIM certified
supplier-partner networks in the moving industry
• An average of 30,000 relocations annually
• Proud sponsor of Save The Children We go beyond moving...
4. Our People
Our most important and valuable resource is our
people. At Arpin, we believe the diversity of our staff is
one of the key factors that allows us to successfully
face the challenges of today and tomorrow. From
Germany to Mexico, from Kenya to the United States,
we combine the best group of people in the industry
with one goal in mind - Superb Customer Service.
We also believe that to understand your transferees
needs, we need to look beyond the physical move to
the emotional aspect. Many members of the Arpin
team have lived and worked abroad and are able to
empathize with your transferees and their families. We
recognize that they could be facing many cultural
differences, and our Customer Care Representatives
are trained to anticipate their needs to achieve a
flawless relocation.
And yes, we do regular background checks for your
peace of mind and ours.
5. Customer Care
Our Customer Care Representatives continually
measure our customer’s satisfaction and service
provider’s performance throughout each
relocation.
In addition, we evaluate the responses received
in our Customer Satisfaction surveys, which are
conducted by an independent third party, to
tailor our continuous improvement program.
We also have in place a procedure that allows
us to conduct a supplier performance
benchmark to ensure our service providers are
in compliance with our quality standards and
management program.
6. 10-Step Counseling Points
1) We contact the client within 24 hours of move initiation.
2) We conduct a detailed needs analysis.
3) The Customer Care Representative (CCR) explains the moving process, answers all questions
and provides the client with moving literature.
4) In-home, pre-move survey is scheduled, move dates and timeframes are established (pending
work permit confirmation, if applicable).
5) If necessary, 3rd party services are arranged and coordinated by the assigned CCR.
6) Client and account are kept updated throughout the moving process.
7) CCR provides full door-to-door service including customs formalities for international moves.
8) CCR coordinates final delivery, unpacking and debris removal at destination.
9) CCR follows up with client. Any post move questions are answered by the CCR.
10) Client provides feedback and measures our services via an online survey.
7. Excellence
Our Arpin ACES (Agents Committed to Excellent
Service) program is a tool that we have developed
which enables us to formally measure our agents’
performance on an on-going basis.
ACES ensures that we partner with the highest quality
movers and guarantees our clients receive the same
level of service excellence throughout the world.
Our Customer Experience Reports (CER) are sent on
a quarterly basis to our service partners which helps us
monitor and maintain the highest service level
possible.
8. Growth
• For the past six years, we have
experienced tremendous growth
$195,000
with an average annual increase of
approximately 8% in revenue. In
2008, Arpin generated over $190M
$146,250
in revenue and relocated over
30,000 families.
$97,500
• Our dedication and constant desire
to provide the best quality service in
the industry brought us here, and
$48,750
we continue to grow.
$00
Approximate Revenue (,000)
9. Technology where would we be without technology...
10. Innovate
We are proud to have one of the most
advanced web-based IT networks in the
moving industry. When you partner with
Arpin, you can rest assured that you will
not only receive the best moving
services, but you will have access to a
state-of-the-art IT system rarely seen in
the moving industry.
Imagine, a company that allows you to
create web-based videos customized to
your needs; from initiation processes to
training tools; an assignment briefing to
a welcome video. Go ahead, let your
imagination fly and join the ever
expanding, constantly changing world of
Arpin.
11. Technology Solutions
• Arpin’s numerous websites are some of the
most user-friendly and advanced in the
moving industry, allowing our agents and
customers to depend less on corporate
resources and minimize paper handling.
• Place service orders via our secured client-
access portal
• View and track shipment status
• View detailed Customer Care records
• Display Accounts Receivable information
• View claims history
12. Technology Solutions
• Arpin AIRE™ is a unique and accurate
online rate estimator that allows you to
quote international air and ocean
shipments in real-time. An excellent tool
for cost projections, AIRE provides the
user with secure access to the system via
any internet portable devise; rates are
updated daily at +0500 GMT.
• Cognos™ ReportNet is an enhanced
information management and reporting
system that allows you to customize your
reports based on your company’s needs
and requirements. With Cognos, you'll get
faster results, improving your decision-
making time line in a zero-environmental
footprint system.
13. Arpin TV
The Arpin Group welcomes you to Arpin TV, the
first web-based television network dedicated to
the moving & storage industry.
Arpin TV provides you with dynamic images and
multimedia support to give you a powerful e-
learning toolset to help facilitate the moving
process.
merging the moving industry
Whether you are a small family, multi-national
with technology..
corporation or relocation professional, Arpin
TV’s interactive network will empower you with
valuable industry information and resources that
you can use immediately.
www.arpin.tv
15. Overview
• Arpin Van Lines’ business practices continue
to provide our customers with the best
possible moving services at competitive
C.O.D.
prices.
28%
CORPORATE
• Arpin Van Lines’ sustainable business 40%
success will be achieved by recognizing and
supporting the interdependence among our MILITARY/GS
A
customers, our team members, and the 32%
business and regulatory bodies we deal with,
and being socially responsible to the
community and environment.
Domestic Mix
16. Service Offerings
• Domestic and cross-border moving
services
• Containerized and palletized storage
solutions
• Executive relocation
• Expert packing
• Custom crating
• Auto, boat, motorcycle and RV
transportation
• Specialized transportation services
17. Elite Fleet of Drivers
Arpin's Elite Fleet consists of tractor-trailer
units with two-persons teams who must meet
the following qualifications:
• Excellent driving, customer care, claims
and safety records.
• Both individuals must be qualified packers.
• Units must be less than 5 years old.
• Committed to corporate dispatch year-
round for exclusive assignments to service
Arpin’s corporate clients.
• Background checks are compulsory for
anyone handling an Arpin Van Lines’
shipment including all drivers and crew
members. Process managed by GIS.
18. U.S. GSA CSI Rating
Arpin Van Lines received the highest Customer Satisfaction Index score of 99.65 out of the
nations 8 largest van lines scored by the U.S. General Services Administration (GSA).
The CHAMP program provides federal civilian agencies a framework for efficiently and
economically transporting the household goods of their employees relocating in the interest of the
government both domestically and internationally.
Arpin 99.65
Graebel 99.14
North American 98.97
Atlas 98.42
Mayflower 95.92
United 94.42
Allied 93.61
Stevens 93.25
00 20 40 60 80 100
20. Overview
• Our success lies in our ability to develop
and maintain the global staff, networks AFRICA
and resources required to handle the 3%
complex challenges associated with
moving household goods across AMERICAS EMEA
international borders. 26% 44%
• Our Strategic Service Centers are
located in key locations throughout the
APAC
world to meet the ever-expanding
27%
worldwide needs of our clients.
Moreover, you have the peace of mind of
knowing that our FIDI/FAIM network of
global movers will afford your transferee
2007 major traffic lanes
first-rate service allowing them to focus
on their assignment, and not the actual
move.
21. ♼
♼
♼
♼ ♼
♼
♼ ♼ ♼
♼ ♼
♼ ♼
♼
♼
♼
ALASKA. CALIFORNIA. MASSACHUSETTS.
RHODE ISLAND. TEXAS. NEW YORK. ILLINOIS.
NORTH CAROLINA. WASHINGTON. UNITED KINGDOM.
DISTRICT OF COLUMBIA. SINGAPORE. GERMANY.
CANADA.
environmentally-friendly worldwide locations
22. International Associations
• Pan-American International Movers
Association (PAIMA)
• Latin American and Caribbean Movers
Association (LACMA)
• Worldwide Employee Relocation Council
(ERC)
• International Air Transport Association
(IATA)
• Fédération Internationale des
Déménageurs Internationaux (FIDI)
• Customs-Trade Partnership Against
Terrorism (C-TPAT)
23. Value-Added Services
Lift Van Mode
• Perfect service for shipments under 5,000 lbs.
• Exact day of packing can be arranged in advanced
• Reduces potential of loss or damage
• No re-handling of items if storage is needed
• No S.I.T. Charges (if delivered within 30-days)
• Quicker transit time compared to traditional Van Line shipments
• No shipment consolidation
• No driver shortage in peak season
24. Value-Added Services
Loose Load Mode
• Exclusive use of 53’ air-ride truck
• No centralized warehouse for
consolidation
• Direct service
• Shorter transit time
• No spread dates
• Full international pack/wrap
• Reduced potential for loss or damage
• Competitive pricing
• Service not affected during peak season
• Decreased per diem cost for transferees
25. ☟
as easy as...
find your storage 1, 2, 3.
Creative Storage Solutions
26. Overview
CSS was established in 2007 and
designed to manage global storage data
for corporate clients and third-party
relocation companies.
This service is new to the market and will
completely revolutionize worldwide
storage handling.
Imagine, having the ability to control,
budget and enforce policies from
anywhere in the world!
27. How it works
Overview
• CSS takes the client’s data in any format (paper, excel, electronic) and:
• Audits, cleanses and completes data
• Imports data into the CSS database
• CSS compiles the data and:
• Audits supplier rates and practices
• Provides information back to the client in the form of a web database
• Manages the invoice process
• Checks invoices
• Receives, records and pays invoices
• Supplies expense data to the client in the form of web-based queries
• CSS also:
• Audits physical warehouses
• Manages the storage release process
• Administers authorized length of stays
• Reports on projected expenses and cost savings
28. Client Benefits
Overview
• Allows each client to access storage financial data and activity for
any global location, business unit or departmental component from
anywhere web access is available
• Improves budgeting of international projects that require the
movement of personnel
• Offers easy access to strategic data pertaining to global spend on
storage services, policy adherence, performance quality of
suppliers and auditing services
• Saves on administrative costs
• Reduces number of storage locations in each city and drives
efficiency and consistency of rates, decreases administrative
processes and overhead costs
• Establishes fair-market pricing to drive cost control thereby
improving buying power, measurement standards and budgeting
accuracy
• Institutes simple, effective agreements with all suppliers resulting in
enhanced service levels and reduced costs through liability share
29. WEICHERT MOVE NETWORK – 2009 - 2007 AWARD CEREMONIES HONORED
ARPIN VAN LINES
•“Balanced Scorecard Supplier Network Champion” received in October 2008
•“Carrier of the Year” award – 2008, 2007
•Winner of “Raving Fan” award (Weichert’s Quality Program) – 2008, 2007
Awards
•“Move Coordinator of the Year” award presented to an Arpin employee – 2008, 2007
•Voted #1 in Customer Satisfaction by Weichert’s clients – 2007
U.S. GSA - “BEST IN CUSTOMER SATISFACTION” 2009 – 2005
•For the fourth year in a row, Arpin Van Lines received the highest Customer
Satisfaction Index (CSI) score out of the nation’s eight top van lines as determined
by the U.S. General Services Administration (GSA). For the period 11.01.08 -
10.31.09, Arpin received a CSI score of 99.65
BP - GLOBAL SERVICE AWARD CEREMONY 2007
•“Vendor of the Year” award was presented to Arpin International Group
•“Outstanding Service by an Individual” award presented to an Arpin International
Group employee
PARAGON GLOBAL RESOURCES 2007
•“Certificate of Excellence” award was presented to Arpin Group for providing
Paragon and its clients with superior service, visionary leadership and customer-
driven excellence
CARTUS - 2008 – 2006 AWARDS CEREMONIES
•“Voice of the Customer” award was presented in 2008 to Arpin International Group
on behalf of Cartus’ client General Electric, that selected Arpin as one of its top 3
suppliers
•“Voice of the Customer” award was presented in 2008 to Arpin International Group
on behalf of Cartus’ client Raytheon, that selected Arpin as one of its top 3 suppliers
•Arpin Group and its employees were recognized in 2007 with the “Delivering More”
award for providing Cartus and its clients with outstanding customer service
•The “Committed to Excellence” Silver award was presented to Arpin Van Lines in
2008 and in 2006
•The “Supplier Innovation” Silver award was presented in 2008 to Arpin Van Lines for
providing innovative moving solutions
30. Corporate & Social Responsibility
Arpin is committed to helping preserve the environment.
31. (1) Completely retrofitted Arpin International Group’s Boston, MA location using green building
materials and relocated its Garden Grove, CA office to a new, sustainable building. In
addition, Arpin has plans to continue these initiatives in all remaining properties.
(2) All Arpin Group companies use only recycled paper for printing and buy and distribute only
earth-friendly promotional products.
(3) By investing over $2M in IT upgrades, Arpin Group has virtually eliminated the need for
internal and external printing with our customers and vendors. We are on our way to
becoming a paperless company.
(4) The company has implemented a “Green Loan” program for Arpin employees, making it
possible for them to borrow money for energy-saving home improvements and hybrid
automobile purchases.
(5) All Arpin Group locations recycle cans and glass.
(6) We are working to sign a national and international agreement with a plastics recycling
company to take in and reuse all of our shrink wrap and bubble wrap. In fact, Arpin
Group’s corporate headquarters has already accomplished a zero waste output from any
move we service. Every element (cardboard, paper, etc.) is recycled and does not end up
in a landfill. And, the company only purchases those aforementioned materials from
companies that support sustainable forestry.
Arpin is committed to helping preserve the environment.
32. 7. Arpin has formed an R&D unit to create innovative solutions to further reduce its carbon
footprint by building global partnerships with experts in education, non-profits and
government agencies.
8. Currently, we are working with a roofing company to retrofit our fleet of trailers with solar
collection material. The solar energy generated will feed a unit’s batteries and eliminate
all idling (an incredible reduction in emissions).
Arpin Group is joining the EPA’s Smart Move program as both a carrier (Arpin Van Lines)
9.
and logistics company (Arpin International Group) to manage our company owned and
outside fleets to reduce and/or eliminate emissions by switching to hydrogen fuel cells.
10. Arpin Group is currently searching for a LEED certified building to house its domestic and
international R.I. locations.
11. Arpin has partnered with Terra Pass to purchase carbon offsets. In 2008, Arpin purchased
enough offsets to completely eliminate the carbon imprint of all of its offices worldwide
including employee travel and commuting.
12. In 2008, Arpin Group hosted four business to business e-waste recycling collections. The
collections netted 55,640 lbs. of e-waste which would have otherwise been sent to the
Central Landfill. Working in partnership with Office Recycling Solutions, collected items
were reused or disposed of properly.
Arpin is committed to helping preserve the environment.
33. Benefits of Partnering with Arpin Group, Inc.
• •
A global, quality-driven agency network Committed to continuous improvement
• •
Over 100 years of industry experience Customer-friendly technology
• •
Award-winning quality program Superior moving & storage resources
• •
Trained and certified Customer Care Outstanding people resources
Representatives • Solution for expedited shipments
• Single point of contact & accountability • Internationally accredited mover
• Executive-level involvement • Environmentally-friendly company
• Elite driver fleet & certified packers • Cost-effective pricing solutions
It doesn’t matter who you talk to, you will always get the same treatment.
