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

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

• 0:00 Welcome to Episode 82 + Podcast Update
• 0:52 Introducing Guest Ben Johnson
• 1:21 First Podcast Appearance: Ben's Background
• 2:07 Director of Operations Role at Atlas
• 3:14 New Changes: Assistance Haul Mode and Crew Pro Platform
• 4:02 Claims Management and Customer Experience
• 5:37 Common Claims: Mattresses and Electronics
• 6:32 Overflow Claims vs. Door-to-Door Shipments
• 7:17 Bridging Operations and Claims Expertise
• 8:19 Impact of Electronics and High-Tech Household Goods
• 9:26 Transport Challenges: Smart Appliances and Memory Foam
• 10:42 The Power of Data: Forecasting and Trend Analysis
• 12:01 Future Vision: Real-Time Load Matching Using Data
• 13:34 Managing Trailer Capacity and Last-Minute Bookings
• 14:55 Customer Expectations and the Amazon Effect
• 16:27 Rise of Containerization and Shift in the Market
• 17:30 Alternative Hauling Team at Atlas: Key Players
• 18:01 Predicting Container and Trailer Needs Using Heat Maps
• 18:40 Benefits of Direct-Load Containerization
• 19:23 30% Higher Claims Risk When Using Storage
• 20:10 Customer Trust Through Transparent Moves
• 20:52 Atlas' Competitive Advantages Amid Disruptors
• 21:29 Need for Faster, More Predictable Delivery Windows
• 22:57 Growth in Containerization Across the Network
• 24:00 Leadership Transition at Atlas Van Lines
• 25:27 The Value of Logistics Experience in Leadership
• 26:12 Mary Beth Johnson's Legacy at Atlas
• 27:02 Embracing New Leadership with Fresh Perspective
• 28:32 Balancing New Ideas with Atlas Culture
• 30:07 The Power of Agent Collaboration and Feedback
• 31:34 Building Trust and Cooperation Among Atlas Agents
• 32:31 Friendly Competition Driving Agent Excellence
• 33:22 2025 Peak Season Forecasts and Industry Challenges
• 34:48 Housing Market Impacts on Moving Trends
• 35:40 Public Speaking and Facing the Board of Directors
• 37:02 Pivotal Presentation Moments and Lessons Learned
• 38:43 Preparation and Support from Leadership
• 39:00 Partnership Between Agents and Atlas Leadership
• 40:07 Navigating Challenges and Reporting Tough Changes
• 41:52 Rising Trends: Network Ops Meetings and Agent Feedback
• 43:20 Shuttle Charges and Private Client Market Changes
• 44:54 Focus on Customer Satisfaction and PVOs
• 46:06 Adapting Quickly to Market Demands
• 47:05 Lump-Sum Relocation Trends and Digital Move Buying
• 48:20 Fast Communication and Lead Management Importance
• 48:54 Closing Thoughts + Ben Johnson’s Future Podcast Return
• 50:04 Cubs vs Padres, Baseball Banter
• 51:16 Wrap Up and Thank You to Listeners