082 | Inside Atlas Van Lines Operations: Ben Johnson On Claims Prevention, Containerization, And Future Trends ACE Relocation Nation podcast

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082 | Inside Atlas Van Lines Operations: Ben Johnson on Claims Prevention, Containerization, and Future Trends

5d ago 51:19

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Inside Atlas Van Lines Operations: Ben Johnson on Claims Prevention, Containerization, and Future Trends

In this episode of ACE Relocation Nation, Dan Lammers welcomes Ben Johnson, Senior Director of Operations at Atlas Van Lines, for a deep dive into the future of the moving and relocation industry. Ben shares actionable insights on claims prevention, the growing role of containerization, and how data-driven decision-making is transforming the way moves are planned and executed.

Key topics include:

How Atlas is using data to optimize logistics and customer service
Claims prevention strategies and the most common claim items (hint: mattresses and electronics!)
How containerization is changing the future of moving operations
Why fast delivery and real-time communication are critical in today’s "Amazon Effect" world
The leadership evolution inside Atlas Van Lines and what’s next for the industry

Whether you're a relocation professional, a van operator, or a moving industry leader, this episode offers a real-world, forward-looking perspective on staying competitive in 2025 and beyond.

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Chapters

1. Welcome to Episode 82 + Podcast Update (00:00:00)

2. Introducing Guest Ben Johnson (00:00:52)

3. First Podcast Appearance: Ben's Background (00:01:21)

4. Director of Operations Role at Atlas (00:02:07)

5. New Changes: Assistance Haul Mode and Crew Pro Platform (00:03:14)

6. Claims Management and Customer Experience (00:04:02)

7. Common Claims: Mattresses and Electronics (00:05:37)

8. Overflow Claims vs. Door-to-Door Shipments (00:06:32)

9. Bridging Operations and Claims Expertise (00:07:17)

10. Impact of Electronics and High-Tech Household Goods (00:08:19)

11. Transport Challenges: Smart Appliances and Memory Foam (00:09:26)

12. The Power of Data: Forecasting and Trend Analysis (00:10:42)

13. Future Vision: Real-Time Load Matching Using Data (00:12:01)

14. Managing Trailer Capacity and Last-Minute Bookings (00:13:34)

15. Customer Expectations and the Amazon Effect (00:14:55)

16. Rise of Containerization and Shift in the Market (00:16:27)

17. Alternative Hauling Team at Atlas: Key Players (00:17:30)

18. Predicting Container and Trailer Needs Using Heat Maps (00:18:01)

19. Benefits of Direct-Load Containerization (00:18:40)

20. 30% Higher Claims Risk When Using Storage (00:19:23)

21. Customer Trust Through Transparent Moves (00:20:10)

22. Atlas' Competitive Advantages Amid Disruptors (00:20:52)

23. Need for Faster, More Predictable Delivery Windows (00:21:29)

24. Growth in Containerization Across the Network (00:22:57)

25. Leadership Transition at Atlas Van Lines (00:24:00)

26. The Value of Logistics Experience in Leadership (00:25:27)

27. Mary Beth Johnson's Legacy at Atlas (00:26:12)

28. Embracing New Leadership with Fresh Perspective (00:27:02)

29. Balancing New Ideas with Atlas Culture (00:28:32)

30. The Power of Agent Collaboration and Feedback (00:30:07)

31. Building Trust and Cooperation Among Atlas Agents (00:31:34)

32. Friendly Competition Driving Agent Excellence (00:32:31)

33. 2025 Peak Season Forecasts and Industry Challenges (00:33:22)

34. Housing Market Impacts on Moving Trends (00:34:48)

35. Public Speaking and Facing the Board of Directors (00:35:40)

36. Pivotal Presentation Moments and Lessons Learned (00:37:02)

37. Preparation and Support from Leadership (00:38:43)

38. Partnership Between Agents and Atlas Leadership (00:39:00)

39. Navigating Challenges and Reporting Tough Changes (00:40:07)

40. Rising Trends: Network Ops Meetings and Agent Feedback (00:41:52)

41. Shuttle Charges and Private Client Market Changes (00:43:20)

42. Focus on Customer Satisfaction and PVOs (00:44:54)

43. Adapting Quickly to Market Demands (00:46:06)

44. Lump-Sum Relocation Trends and Digital Move Buying (00:47:05)

45. Fast Communication and Lead Management Importance (00:48:20)

46. Closing Thoughts + Ben Johnson’s Future Podcast Return (00:48:54)

47. Cubs vs Padres, Baseball Banter (00:50:04)

48. Wrap Up and Thank You to Listeners (00:51:16)

93 episodes

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