Company: Aires - Pittsburgh, PA
Company Description: Aires delivers best-in-class global and domestic relocation solutions and mobility program management. Aires focuses on people, process, and technology to deliver world-class service. The company maintains accredited ISO registrations for its Quality, Environmental, Information Security Management, and Privacy Information Management systems.
Nomination Category: Customer Service Awards Success Categories
Nomination Sub Category: Customer Service Success - Other Service Industries
 Nomination Title: Aires - Customer Service Success
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated organization, OR written answers to the questions? (Choose one):
Written answers to the questions
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 67 words used.
To support our submission, we have included the following materials:
- Supporting Material #1: Client Case Studies detailing Aires’ program customization and thought leadership.
- Supporting Material #2: Relocating Employee Testimonials
- Supporting Material #3: Creative Customer Service Solutions - Brief Case Studies
- Supporting Material #4: In-depth Customer Service Solution Case Study
- Supporting Material #5: Aires at a Glance (provides additional context and an overview of our company and business)
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 200 words used.
As a leader in the global mobility industry, Aires has provided creative relocation and assignment management solutions for 43 years. We have remained 100% independent since inception, allowing us to select, manage, and replace supplier partners as needed. All our processes are ISO 9001-certified, guaranteeing consistent service delivery.
To ensure customer service success, Aires’ focus is providing a world-class experience to every client and relocating employee, ensuring a committed, engaged, and passionate workforce. We offer:
- Complete program customization, adapting to our clients’ needs rather than forcing them to adapt to us
- System-driven, concierge-level service for every assignee, not just executives/VIPs
- ISO-certified quality management program, focused only on service excellence, not satisfaction
- Superior supplier performance through independence and true partnership; with more than 3,800 active partners worldwide, we offer clients the highest value proposition in each market, balancing competitive pricing with proven past performance.
- Technology solutions developed to meet the needs of clients and the changing relocation industry landscape – including a continually expanding ecosystem of technology integrations with partners, ensuring simplified, “all in one” initiation and reporting.
- ISO 27001-certified Information Security Management System and ISO 27701-certified Privacy Information Management System, ensuring the highest level of data security and privacy
- Outline the organizations customer service achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
We have highlighted Aires’ achievements below:
- Managed a total of 132,283 employee relocations and assignments globally for our clients
- Implemented 140+ new client programs with a 100% success rate
- Expanded our global staff by 22.45%, ensuring that we provide proper coverage for client needs worldwide
- Achieved average relocating employee satisfaction survey scores of 4.51 out of a possible 5 (5 being “Excellent”), with an average survey return rate of 61.32% (far exceeding typical industry response rates of 30-40%)
- Achieved average client satisfaction survey scores of 4.59 out of a possible 5, with an average survey return rate of 69%
- Maintained an average client retention rate of 98.42%
- Introduced industry-exclusive technology offerings, including:
- The Aires Voice Assistant (AVA), the first Amazon Alexa skill in the industry, providing an additional avenue for relocating employees to gain knowledge/details of their relocation status.
- AiresXchange, an API ecosystem that feeds data from multiple mobility partners (such as tax and immigration), allowing for dual service initiation, milestone tracking, and reporting. This tool offers all information from multiple service providers behind a “single pane of glass” and increases efficiency, data integrity and accuracy by automating workflows.
- OnPoint flexible points tool, allowing the relocating employee to personalize their move based on their unique needs, while assisting clients in ensuring equity within relocation policy benefits. Relocating employees can be offered a set of core benefits (optional) and an allotment of points that declines as they are used to “purchase” flexible relocation benefits.
- Explain why the customer service achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 171 words used.
The global mobility industry has seen much financial turmoil, change, and consolidation over the past decade, as can be demonstrated by a quick search engine news search of many of our competitors. While there is no clear index of market share of performance, we have been able to show consistent long-term revenue growth of 10-15% per year, even through financial downturns, while many of our competitors have laid off employees and lost clients due to these issues.
Our achievements show that Aires has been able to not only maintain but grow our client and staff operations since 2021. They show a significant investment in technology and program development, ensuring that we evolve as needs within the mobility industry change. And they demonstrate that we are doing the “right” things to ensure we are well positioned now and in the future. Our clients and their relocating employees have demonstrated a willingness to expand their programs with Aires. In our supporting materials, we have provided additional evidence of this satisfaction and our performance.
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