The Crown Difference - A Customer-Focused Approach

A Customer-Focused Approach
Maintaining a professionally attractive organizational culture is one of the core philosophies of the Crown Worldwide Group. Crown’s worldwide operations are staffed by a diverse group of people, from those native to the community to expatriates from other countries. They offer a unique combination of expertise ranging from country-specific knowledge of tax and immigration laws and household goods import regulations to the development and execution of comprehensive global mobility programs.

• 3,250 employees that represent 58 different nationalities and collectively speak 54 languages
• Over 10% of employees are expatriates
• Service personnel are trained continuously to global standards through Crown University’s E-learning programs, offsite seminars and on-the-job training

Account Managers
An Account Manager is assigned for each and every one of our clients and is responsible for every aspect of their client’s account. In addition to managing the day-to-day delivery of services, the Account Manager will share industry trends, global best practices and provide consulting services. They will prepare Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to ensure that their client’s needs are agreed in writing. The Account Manager will also organize bi-annual meetings to ensure that any operational issues are dealt with in a professional manner and to provide a proactive forum to discuss ideas that will continually improve Crown’s service delivery.

Strategic Service Centers

Asia Pacific	EMEA	The Americas
Sydney, Australia Beijing, China Hong Kong, China Mumbai, India Tokyo, Japan Kuala Lumpur, Malaysia Singapore	Paris, France Frankfurt, Germany Milan, Italy Amsterdam, Netherlands Basel, Switzerland Zurich, Switzerland Dubai, United Arab Emirates London, United Kingdom	Sao Paulo, Brazil Calgary, Canada Montreal, Canada Toronto, Canada Mexico City, Mexico Brookfield, Connecticut, USA Houston, Texas, USA Los Angeles, California, USA

Crown’s Strategic Service Centers have been designed to leverage its global presence, global expertise and technology applications to align with the diverse needs of our clients. Through a combination of central, regional and local expertise and human resources, we align ourselves to meet our clients’ specific needs. Our clients benefit from our worldwide best practices, common operating technologies and the quality assurance infrastructure of a global organization, while carefully managing local client service.

Crown University
Being a worldwide network with over 200 offices, with globally connected operating systems, Crown is able to standardize service delivery, provide consistent reporting functionality and deliver uniform service delivery, worldwide. The Crown Worldwide staff is trained on the same systems and held to the same high standards of service delivery. Training efforts ensure that all employees are clear about their roles, have the skills, tools and knowledge that is necessary to carry out their roles within the organization. All of Crown’s training efforts are hosted under the umbrella of Crown University, providing a variety of training methods such as facilitator-led workshops, on-the-job training and Crown’s proprietary eLearning program, CU-Online.

Employee Recognition Program
At Crown, we believe that Crown employees should be acknowledged and rewarded for their successes and commitment to serving their clients. Using automated technology systems to track Key Performance Indicators (KPIs) including Corporate Client Feedback, Transferee Feedback, Transit Protection Claims and Billing Accuracy, Crown’s Group Quality Office analyzes the data and issues a Total QUEST Quality Score (TQQS) for each worldwide branch. Each quarter, QUEST Awards are presented to the Top Performing Branch and the Most Improved Branch in five regions.

The QUEST Employee Pin Awards reward Crown’s worldwide employees who have proven to go above and beyond the call of duty in their efforts to "delight the customer."

In addition, annual awards are given including the Chairman’s Award, The Customer Service Award, Outstanding Achievement and the Eco Management Award. The Crown Worldwide Group has also established a QUEST Hall of Fame, which recognizes exceptional Crown employees who provide outstanding support to all of their clients and/or have demonstrated a dedication over a long period of time. Read more about Crown’s QUEST Quality program by clicking here.