Agent Support & Resources

The Agency Development Department will be your primary point of contact to guide you through what to expect as a new agent, but you'll work directly with – and have support from – all departments at The Wheaton Group. 

YOUR AGENCY'S BOTTOM LINE

  • Weekly settlements

  • Summaries that are the easiest to read and understand in the industry

  • No additional deductions that diminish your margin

  • Monetary incentives for drivers

TECHNOLOGY

   Access – the van line's online portal:

  • Easy to use

  • Accessible on any device with internet connection

  • One login for all systems

  • Order estimating/registration

  • Electronic shipment document submission for agents and drivers

  • Customized portal notifications

  • Operations – planning and dispatch

  • Quality dashboard – includes Net Promoter Score® (NPS®) and quality performance

  • Driver Smart Screen

SALES & MARKETING SUPPORT

  • No van line competition for National Account business

  • Online leads management

  • Search Engine Optimization (SEO)/Search Engine Marketing (SEM) programs

  • Partnership with the National Association of Senior Move Managers (NASMM)

  • Online reputation management program

  • Regional Sales Director (RSD) support:

    • One-on-one coaching and sales training

    • REALTOR® relationship/referral program

    • Assistance with growing COD sales and identifying target markets

    • Help secure corporate account business

    • Monthly regional sales webinars

AGENT INVOLVEMENT

  • Agent/Driver Advisory Committee

  • Agent Advertising Committees

  • Earnest S. Wheaton Scholarship Foundation

  • Partnership Conference

OPERATIONS

  • Online planning, dispatch and shipment boards

  • Real-time shipment views/updates

  • Industry-leading on-time delivery performance

  • Electronic Logging Device (ELD) incentive/financial assistance

  • Award-winning Safety Department

    • Consecutive years of AMSA awards

TRAINING INITIATIVES

  • New agent on-boarding: on-site visit, webinar series

  • Training Toolbox: web-based library of courses created in-house, and courses from J.J. Keller & Associates, Inc., a leading source on workplace safety

  • Driver orientation

  • Sales training

    • On-site visits from Regional Sales Director (RSD)

    • Annual Sales Training Summit

  • Silver Certification: training program aimed at servicing the growing older adult market

QUALITY INITIATIVES

  • Consistent move management process using our CRM platform within Access - by agents or the van line

  • Van line move management for van line-hauled COD shipments of 5,000 pounds or more – at no charge to agents

  • Corporate move managers monitor and coordinate relocations for most corporate account contracts

  • Robust Customer Experience reporting based on direct customer input

  • Annual quality award based on customer feedback and claims

  • Claims performance monitoring/tracking

  • Driver incentive – better performance equals lower claims chargebacks