Disclaimer: The views and opinions expressed in this article are solely those of the author and do not necessarily reflect the official policy or position of WERC.
Remember when NASA boldly declared “Faster, Better, Cheaper” back in the 1990s? It was audacious. It largely failed to deliver on its promises. But it sparked something that’s finally catching fire in our corner of the mobility industry.
I’ve been reflecting on this concept lately because the transformation I’ve witnessed over the past 20 years in global mobility has been nothing short of remarkable. The pace of change has been staggering, and I mean that in the best possible way.
Let Me Paint You a Picture
Twenty-plus years ago, I was a relocation counselor armed with nothing but determination and those trusty eight-section folders. Remember those? Each move got its own folder, and I’d write all the details on the front in my not-so-neat handwriting. Client name, origin, destination, family size, special requirements. Everything went in that folder: contracts, vendor quotes, Post-It notes with key points from phone calls, maybe a few coffee stains for character.
I’d spread these folders across my desk like a paper filing system fortune teller, trying to keep track of who needed what, when, and where. If I needed to check on a move’s status, I’d flip through papers. If a client called with a question, I’d scramble to find the right folder. If I was out of the office? Well, let’s just say that information wasn’t coming with me.
Fast forward to today, as I’m watching assignees track their household goods shipments in real time on their phones while sitting in a coffee shop in Singapore. They expect instant answers, perfect accuracy, and seamless coordination across multiple vendors, countries, and time zones.
They’re not wrong to expect this. Because guess what? The technology finally exists to deliver it.
The Reality Check Nobody Wants to Hear
Believe it or not, despite all this amazing technology, we’re still fumbling the ball. A recent Gartner survey of more than 1,400 HR leaders across 60+ countries delivered some brutal truths. Fifty-five percent of HR leaders say their current technology solutions don’t cover their business needs. Even worse, 51% can’t even measure if their HR tech is delivering any value.
Let that sink in. We’ve got all this incredible technology at our fingertips, and we’re still not hitting the mark.
Additionally, 75% of HR leaders report that managers are drowning in expanding responsibilities. The demand for streamlined, efficient relocation processes has never been higher. Yet somehow, we’re still clinging to systems that feel like they were designed in the eight-section folder era.
The Triple Threat That Changes Everything
Today’s relocation industry is getting squeezed from three directions:
- Faster: Clients want instant quotes, seamless coordination, and real-time visibility. Time kills efficiency, and delays kill trust. Remember when we used to tell clients it would take “a few days” to get back to them with a report? Those days are deader than my old filing system.
- Better: Employees want personalized, stress-free experiences. They want to feel supported, not processed. They want their relocation to feel like someone actually cares about their family’s unique needs, not like they’re just another folder in the pile.
- Cheaper: Procurement is watching every penny, and they want proof that every dollar spent is delivering value. They’re not just asking for cost savings; they want measurable ROI and reduced risk.
For the longest time, we were told to pick two. You could have it fast and cheap, but not high-quality. You could have personalized and fast, but it would cost you. The “Iron Triangle” of project management seemed unbreakable.
But here’s where it gets interesting. Some companies are starting to prove that maybe, just maybe, you can have all three.
The Proof Is in the Platform
Let me tell you about some companies that are making me rethink everything I thought I knew about this industry.
Dwellworks has been quietly revolutionizing how we think about service delivery. It has built tools like Consultant Auto Assignment and its myMove platform that connect assignees with the right support faster and with less friction. But here’s the genius part: The company is using AI not to replace the human touch but to free up their consultants to focus on what really matters, which is meaningful conversations with families facing major life transitions.
Dwellworks’ AI sentiment monitoring and Dwellton (yes, that’s really what they call their AI agent) proactively flag issues and deliver instant answers. It’s like having a really smart assistant who never sleeps and never forgets to follow up.
Meredith Kennedy, senior vice president of account management at Dwellworks, says, “Our operational excellence initiative has transformed how we work—standardizing processes, automating where possible, and applying AI in purposeful ways. This has allowed us to focus more on delivering exceptional service.”
Benivo is taking the unified platform approach, combining cost estimation, vendor management, and employee support into one system. Its collaboration with Vialto Partners on something called #SmartCostEstimates uses AI to deliver accurate cost calculations in real-time. No more waiting “a few days” for quotes. Clients get answers instantly.
Even the traditional moving companies are getting in on the action. Ace Relocation Systems, agent for Atlas Van Lines, has integrated HubSpot into its customer service processes and Arrivy to give final mile GPS visibility at origin and destination to transferees on the move. While both platforms operate great “off the shelf,” the real benefits are seen in customization of each, such as AI opportunities afforded through HubSpot, ensuring that client-facing employees spend more time serving clients versus completing back-office tasks, and Arrivy with the ability to not only give arrival time, but also an easy-to-use communication module for last minute instructions for the crew in transit. As Ace Relocation Systems’ vice president of global relocation, Mike Quigley, puts it, “Having trucks and warehouses to support employee moves is not enough for traditional moving companies; we need to push the envelope in sourcing and furthering the development of the next technology solution that our clients need before they need it.”
North American Van Lines is also leveraging AI-powered virtual surveys to replace those old in-home estimates. The technology has evolved to the point where customers can upload photos or videos, and algorithms analyze them for immediate, accurate quotes—a far cry from the days when they’d spend hours in someone’s home with a clipboard and measuring tape.
The Human Element Nobody Talks About
Here’s what I love most about these innovations: They’re trying to enhance the human element instead of eliminating it.
Plus Relocation is taking a different approach with its Point C digital policy platform. Rather than replacing human interaction, it’s using technology to enhance choice and control for relocating employees. The platform allows employees to customize their relocation experience by selecting benefits that align with their specific needs while still maintaining access to human support when they need it most. As CEO Susan Benevides explains, “We believe technology should empower choice, not eliminate it. Point C gives employees the control they want over their relocation experience while ensuring they still have access to the human care and expertise they need during one of life’s most stressful transitions.”
Think about it. When I was shuffling through those eight-section folders, how much time was I spending on administrative tasks versus actually helping families navigate one of the most stressful experiences of their lives? Now, with predictive analytics, automated benefit selection, and real-time tracking, we can spend our time where it matters most.
AGS Relocation reports that 55% of organizations are focusing on remote and hybrid work models. That’s creating new challenges around tax and compliance that require human expertise and judgment. The technology handles the data and the routine processes, but we’re still needed for the complex, nuanced decisions that affect people’s lives.
What This Means for All of Us
If you’re still thinking in terms of choosing two out of three, you’re already behind. The companies that are winning are the ones that figured out how to deliver all three by being smarter about what they automate and what they keep human.
Here’s what they’re doing differently:
- They’re building integrated systems instead of cobbling together solutions. No more jumping between five different platforms to track one move.
- They’re measuring success beyond just cost savings. Speed matters. Experience matters. Risk reduction matters.
- They’re partnering with vendors who can demonstrate all three capabilities. Compliance is table stakes now. If you can’t also deliver speed and experience, you’re not in the game.
- They’re using predictive analytics to anticipate problems before they happen. Instead of reacting to issues, they’re preventing them.
The Bottom Line
Twenty years ago, I thought I was pretty efficient with my folder system and my handwritten notes. I could track dozens of moves and keep clients reasonably happy. But looking back, I was spending most of my time on administrative tasks that a computer could do in seconds.
Today’s technology isn’t just faster; it’s fundamentally different. It’s making us better at the parts of our jobs that actually matter: understanding what families need, anticipating challenges, and providing the kind of support that turns a stressful relocation into a positive life experience.
The future belongs to those who stop asking which two they can have and start building for all three. The proof points are everywhere. The question isn’t whether it’s possible—it’s whether you’re ready to let go of your folders and embrace what’s next.