Executive Perspectives: A Dynamic Partner Ecosystem Supports Customer Experience

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Mark Adkins

Mark Adkins

Senior Vice President, Supply Chain Management

With 20 years of experience managing complex global supply chains, Mark drives BGRS’s strategies for leveraging supply chain strength. In alignment with BGRS’s client needs and broader organizational goals, Mark oversees supplier purchasing, compliance, performance, process design, and improvement. He leads all BGRS’s partner initiatives focused on continuously enhancing our clients’ and their mobile employees’ experience through a partner ecosystem designed to foster a high-performance supplier culture.

In an increasingly complex business environment, we see many of our clients’ mobility management and procurement teams turning to their key partners for support in enhancing their mobile employees’ experience. This predominantly includes a key focus on optimizing mobility program performance across end-to-end supply chain and hedging against risk. Global supply chains play a critical role in achieving the performance and risk management goals, helping companies navigate changing regulatory requirements, cyber security threats, and market volatility. For any supply chain, seamless integration and collaboration between service partners is critical. In mobility services delivery, given the broad spectrum of location combinations, mobility types, and the mobile employee’s personal and professional circumstances, an integrated and well-performing global partner network has a key impact on the customer experience and satisfaction.

At BGRS, we support evolving business and client needs by developing and nurturing a supplier partner ecosystem that combines functional excellence, technology, and integration, and is defined by clear standard operating procedures.

At BGRS, we support evolving business and client needs by developing and nurturing a supplier partner ecosystem that combines functional excellence, technology, and integration, and is defined by clear standard operating procedures.

Our extensive network – with more than 1,900 of the best-in-class providers across 40 service verticals in more than 140 countries – is designed to support the billions of dollars of mobility spend we manage on behalf of our clients each year. A robust partner ecosystem allows all parties to partner effectively for the benefit of the organizations we serve, from rigorous partner selection, procurement approach and comprehensive partner onboarding, to holistic performance management and long-term strategic partnership nurture. Our focus on seamless integration, collaboration, and commitment to shared values enables our partners to excel in their fields while driving process consistency and leveraging economies of scale for our clients.

Our Partner Relationship Information Management Engine (PRIME), automates the partner management lifecycle at BGRS. Powered by Wax Digital, a leader in eProcurement solutions, PRIME integrates with our service delivery and other platforms as well as those of our suppliers, providing control and transparency from the initial sourcing and contracting through a full cycle of supplier relationship management. A comprehensive due diligence framework ensures that all partners adhere to BGRS’s requirements for information security, privacy, anti-bribery and corruption, risk, regulations, business continuity, and records management. PRIME facilitates a 360-degree view of the supplier universe, with monthly scorecards and client-specific dashboards providing consolidated spend and progress against key performance indicators. PRIME bolsters the client experience with enhancements such as reducing cycle times through supplier e-invoicing and offering near-time visibility into service performance. This eliminates the need to wait for the post-service delivery satisfaction survey results before making adjustments.

BGRS’s deployment of APIs in key areas of the mobility supply chain, allows for streamlined data management and an automated process to deliver simplified workflows, time efficiencies, and access to data in near real-time.

Furthermore, BGRS’s deployment of APIs in key areas of the mobility supply chain, allows for streamlined data management and an automated process to deliver simplified workflows, time efficiencies, and access to data in near real-time. The integration with BGRS’s ReloAccess portal drives seamless data exchange between BGRS’s supply chain partners, service delivery teams, and ultimately clients and their mobile employee, improving efficiencies, accuracy, and cycle time. Eliminating multiple touch points and manual transmissions vastly improves data integrity. Increased data quality enables robust data analytics for improved client guidance on program performance, cost, trending, and forecasting.

For example, interfacing immigration, destination services, and temporary living providers’ platforms with BGRS’s portals have driven improved responsiveness, greater choice and flexibility in service delivery, and tightened compliance and contractual controls. In the household goods transportation service category, deployment of the pricing engine technology ensures full cost transparency and control. It also allows for flexible price quotes and automated assignment of moves based on pre-set criteria. A related household goods transportation management technology we deployed allows for real-time updates of the move status and streamlining of the supplier invoices audit. And in the area of home sale title and equity, integrated systems provide mobile employees with immediate information on equity proceeds, enabling them to proceed confidently with new home purchases.

Beyond size, scale, and digital integration, our commitment to a fully independent network of service partners is a key differentiator. Independence allows us to find the best suited partners, innovate and quickly adjust to changing conditions, evolving customer needs and individual partner performance. Partnering with multiple suppliers in every geography provides BGRS with the network robustness and agility critical to our clients’ business continuity. An integrated, independent network, powered by technology and committed supplier partnerships, enables us to provide flexible delivery solutions to a broad mix of mobility types. This empowers our clients and their mobile employees to tailor the mobility journey to their needs.

At BGRS, our global supply chain reflects our business philosophy to leverage collaborative partnerships, take advantage of emerging digital technologies, and keep a sharp focus on delivering an outstanding customer experience. We are bringing to life our promise to the clients we serve as we are by your side, looking aheadTM.

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