A Britain-based contractor says a multi-million dollar deal with an Illinois logistics company could bring “several hundred jobs” over the next few years to Fort Wayne. Serco Inc. Chief Executive in the Americas Steve Sieke says the company will provide customer and driver support services for the SIRVA Worldwide Inc. facility in Allen County.
March 10, 2014
NEW YORK, N.Y. – Serco, the international service company, today announced that we have been selected by SIRVA, one of the world's leading logistics and relocation services companies, as one of its global strategic partners and suppliers. Serco has been awarded a multi-million dollar long-term transformative managed services contract by SIRVA to provide lead generation, customer service and query resolution and safety and driver support services. Service will be delivered from Fort Wayne, Indiana.
This marks an expansion for Serco's global Business Process Outsourcing (BPO) division into the logistics arena in the United States. With this award, Serco will be establishing its customer contact center in the existing SIRVA facility in Fort Wayne, Indiana in order to support SIRVA's moving services business and other Americas clients. We will also be establishing a new Customer Experience & Innovation Center in Fort Wayne, where we can demonstrate Serco's global capabilities to new prospects and existing clients for leading edge technologies.
“Global companies can locate anywhere, and it speaks as a testament to Indiana that so many of them choose to operate here,” said Victor Smith, Indiana Secretary of Commerce. “We are excited to welcome Serco to Indiana, where our low-tax business environment and diligent Hoosier workforce will serve them well as they look to grow and help other companies thrive.”
SIRVA is confident that Serco can provide enhancements to their operations. Effective March 9, Serco will work with SIRVA to transition all selected SIRVA employees located in Fort Wayne to Serco employees. With joining a global business, these new Serco employees will have the opportunity to expand their roles, grow their careers and diversify into different fields.
Serco Global Services Chief Executive in the Americas, Steve Sieke said: “We are delighted to welcome the employees of SIRVA to Serco. In the U.S., Serco is a leading supplier to the U.S. federal services market and many commercial clients with more than 10,000 employees in the Americas alone. With the addition of SIRVA and their logistics specialty, we now have a stronger platform from which we will be able to offer our customers more integrated end-to-end solutions. SIRVA customers will also benefit from improved customer satisfaction with the implementation of our best practices as we manage more than 600 million calls and 60 million transactions annually from our global customer contact centers.”
About Serco's Global BPO Business
Serco's BPO expertise operates in 12 countries and our presence extends to over 100 locations, with a workforce of more than 55,000 employees and revenues of over $1B. We are among the world's leading global BPO businesses, ranked by Everest as the fourth global BPO in customer service. Our diversified presence offers our customers the opportunity to choose the delivery location that best matches their individual requirements for skills and cost base be that onshore, nearshore or offshore. Our solutions are industry-specific – whether it is a bank with a requirement to improve the quality of its mortgage portfolio, a city council with a need to transform its local services, an airline with a need to reduce overall cost of operations, or handling large workforce transfers and managing confidential data, we build customised solutions assisted by industry subject matter experts.
Our employees are engaged with our customers' customers, holding over 90 million interactions in 25 languages every year around the globe. As a dynamic global service organization, our people have the expertise and intimate knowledge of our customers' markets as well as best practice processes and technologies to exceed expectations. Having handled over 600M calls and 60M back office transactions annually and building significant depth and scale, we offer differentiation, providing the ability for our customers to deliver attractive rates of growth and unlocking value for its shareholders. We have the vision, agility and determination to deliver cutting-edge business process solutions and set ever-higher standards in the markets we serve. More information about our BPO business can be found at www.sercoglobal.us.
Serco is a FTSE 250 international service company, which combines commercial know-how with a deep service ethos. Around the world, we improve essential services by managing people, processes, technology and assets more effectively.
Serco around the world supports governments, agencies and private companies who seek a trusted partner with a solid track record of providing assured service excellence. Our people offer operational, management and consulting expertise in the aviation, BPO, defense, education, environmental services, facilities management, health, home affairs, information and communications technology, knowledge services, local government, science and nuclear, transport, welfare to work and the commercial sectors. Learn more about our global company at www.serco.com.
About SIRVA Worldwide, Inc.
A leading worldwide provider of relocation and moving solutions, SIRVA Worldwide, Inc. (www.sirva.com) provides more than 230,000 relocations per year to corporations, government employees, and individual consumers through its family of companies. SIRVA is the leading provider of end-to-end mobility services globally, offering over 50 mobility solutions in 170 countries through complete management of the global supply chain, the world's leading global operations, industry-leading risk management processes, and full accountability and transparency of costs. SIRVA's family of companies includes Allied, Allied International, Allied Pickfords, DJK Residential, Global, northAmerican, northAmerican International, SIRVA Mortgage, SIRVA Relocation, SIRVA Move Management, SIRVA Global Relocation and SIRVA Settlement.
Source: Serco Inc.