northAmerican International

2. northAmerican International Presenter Name Agency

3. Agenda • Introduction to (Agent) and northAmerican International • Single point of contact - consistent move management process • Global move management centers in Chicago, Prague, and Singapore • Globalcom, state of the art technology • Industry-leading network and quality management • Vendor management and buying power

4. Agent Overview • Established • Locations • Warehousing Capacity • Employees • Other Key Bullets Agent Logo Photo of Facility

5. Introduction to North American • Founded in 1933 • Headquartered in Westmont, IL (Chicago) • Global network of agents in over 120 countries • Over 400 agent locations throughout North America • Strong asset base allows for capacity management in peak periods • Key accounts include: • General Motors • Texas Instruments • Corning

6. Single Point of Contact • Move Management is a critical role • Expert resource for the transferee • Advocate of the relocation policy for the corporate account • Controls component costs • Controls sensitive data across vendors • Manages corporate governance • Profile of assigned move manager • X years experience

7. High Touch Customer Communication • Origin Move Management • Explain move process and account policies to transferee • Establish convenient survey date • Follow up call after survey to discuss concerns and move date • Call prior to packing • Call after packing and loading • Destination Move Management • Call to confirm shipment arrival and customs clearance • Establish convenient delivery date • Call following delivery to confirm satisfaction

8. Unique “In Theater” Move Management • Unlike other moving companies, North American provides a consistent move management process, regardless of origin point • Chicago Service Center • Service moves originating from North, Central and South America • Prague Service Center • Service moves originating in Europe, Middle East & Africa • VAT reclamation within European Union • Singapore Service Center • Service moves originating in Asia

9. Agent locations in 33 countries throughout Europe Agent locations in 21 countries throughout Asia Agent locations in key cities throughout Australia & New Zealand Agent locations in 52 countries throughout the Middle East and Africa 400 agents in the United States and Canada Agent locations in 29 countries throughout Central & South America Our Global Network Prague Chicago Singapore Service Centers Moving Services Agents

10. GlobalCom is an industry-leading move tracking and reporting system • Gives corporate accounts and transferees round-the-clock online visibility to all key move information • Sends automated e-mail notifications to corporate accounts and transferees if there are changes to the move information • Corporate accounts can easily manage their move portfolios through GlobalCom’s dynamic reporting tool

11. Network Management • Unlike a closed network or trading association, northAmerican International is able to select the top agent in each market – multiple agents in each major market drives a best practice culture • We are committed to performance evaluation through: • Ongoing customer surveys of multiple agents • Physical quality audits in the agent’s country • Claims tracking

12. Network Management • India – Customer Survey Example Origin Services Destination Services • Agent A 7.68 6.68 • Writer Relocation 8.75 9.13 • India – Claims Performance Example Shipments Claims • Agent A 7 1 in 3.5 moves • Writer Relocation 42 1 in 6 moves

13. Vendor Management and Buying Power • northAmerican International has developed an automated ratemanagement software that provides move coordinators with routing options based on cost and transit times • Provides quicker access to best logistical and pricing options including top optimized door-to-door routings

14. Price and Service Leverage • One of the largest household goods ocean contract users • Multiple contracts direct with ocean carriers • 17-year partnership with Evergreen (whole company name) providing excellent global coverage • Extended “free time” – the period a container can be held without incurring rental charges • Guaranteed sailings during current container & vessel shortage

15. Management of cost Is embedded into the process Vendor flexibility is the key driver Vendor performance is measured Remove Cost Layers Manage Vendors Service Execution Benefits Vendor Excellence Customer Perception Vendor Flexibility / Quality Metrics / Transferee Satisfaction

16. Ongoing Account Management • Understand what is critical to quality for the customer • Measure performance • Improve process based upon analysis • Report out to customer early and often

17. North American - An Economic Partnership Benefits Features • Single point of contact and accountability • De-layering of costs • Innovative industry expertise • Strong network management • Simplification of process • Measurable vendor results • Aligned governance and controls • Exceptional transferee satisfaction • Cost reduction • Constant value improvement • Removal of vendor management risk • Client process visibility • Validation and control • Trust

18. Optional Slides

19. Client Testimonials • Insert your own client references here: • "North American Van Lines is what world class service is all about... I have been in this industry for over 13 years and I can honestly say I have never had a vendor that takes such good care of transferees as well as the client!“ Kathy, Corporate Client • "Typically, relocating in general creates a certain amount of "Relo Rage". Thankfully, using North American assures a smooth departure and a calm, uneventful arrival in the new location. That's one more plus for us.“ Gloria, Corporate Client • "North American is an important part of our team, with the goal of providing an exceptional move experience for our employees." Anne, Corporate Client • "North American handles all moves with care, from first contact through delivery.“ Mary Lou, Corporate Client • "North American operates with a customer-centric integration process to ensure the relocation flows smoothly from start to finish for both the company and the employee.“ Dee, Corporate Client

20. International Protection Plan • International Protection Plan is one of the most comprehensive protection plans in the industry • Covers the cost to repair or replace any household item at full replacement value, as declared by the transferee • Options includes a “Gold Plan” • No valued inventory required • Includes pairs and sets, mechanical derangement, mold & mildew

21. Claims Management • Claims prevention is emphasized throughout the move process • Post-move follow-up is conducted within 72 hours to identify any issues or claims • Customers may also submit claims electronically using an online form • North American maintains a dedicated team of corporate claims adjusters • All parties involved in the claims process are focused on expediting settlements and maintaining transferee satisfaction