Arpin Group, Inc.Worldwide Transportation Solutions℠

Who We Are

• Founded in 1900, Arpin Group, Inc. is the holding company for Arpin Van Lines, Arpin International Group, Arpin Broadcast Network and Creative Storage Solutions.

• Headquartered in Rhode Island, Arpin is a leader in the household goods moving industry with over 335 domestic U.S. agents and Strategic Service Centers located throughout the world.

• With a reputation for providing excellent service and a unique focus on preserving the environment, Arpin Group is the only family-owned and operated moving company that has remained dominant and successful for more than a century.

Corporate Overview

• Official Mover of the LPGA

• Member of the American Moving and Storage Association (AMSA)

• David Arpin, President & CEO of Arpin Van Lines, is also a member of

the AMSA’s Board of Directors, Executive Committee and Treasurer

• Marco Uriati, General Counsel & Sr. VP of Arpin Van Lines, is currently

serving as Vice Chairman of the AMSA’s Legal Advisory Council

• Member of the International Association of Movers (IAM)

• FIDI/FAIM Certified (Rhode Island and United Kingdom offices)

• Over 335 U.S. agents and one of the largest FIDI/FAIM certified

supplier-partner networks in the moving industry

• An average of 30,000 relocations annually

• Proud sponsor of Save The ChildrenWe go beyond moving...

Our PeopleOur most important and valuable resource is our

people. At Arpin, we believe the diversity of our staff is

one of the key factors that allows us to successfully

face the challenges of today and tomorrow. From

Germany to Mexico, from Kenya to the United States,

we combine the best group of people in the industry

with one goal in mind - Superb Customer Service.

We also believe that to understand your transferees

needs, we need to look beyond the physical move to

the emotional aspect. Many members of the Arpin

team have lived and worked abroad and are able to

empathize with your transferees and their families. We

recognize that they could be facing many cultural

differences, and our Customer Care Representatives

are trained to anticipate their needs to achieve a

flawless relocation.

And yes, we do regular background checks for your

peace of mind and ours.

Customer CareOur Customer Care Representatives continually

measure our customer’s satisfaction and service

provider’s performance throughout each

relocation.

In addition, we evaluate the responses received

in our Customer Satisfaction surveys, which are

conducted by an independent third party, to

tailor our continuous improvement program.

We also have in place a procedure that allows

us to conduct a supplier performance

benchmark to ensure our service providers are

in compliance with our quality standards and

management program.

10-Step Counseling Points

1) We contact the client within 24 hours of move initiation.

2) We conduct a detailed needs analysis.

3) The Customer Care Representative (CCR) explains the moving process, answers all questions

and provides the client with moving literature.

4) In-home, pre-move survey is scheduled, move dates and timeframes are established (pending

work permit confirmation, if applicable).

5) If necessary, 3rd party services are arranged and coordinated by the assigned CCR.

6) Client and account are kept updated throughout the moving process.

7) CCR provides full door-to-door service including customs formalities for international moves.

8) CCR coordinates final delivery, unpacking and debris removal at destination.

9) CCR follows up with client. Any post move questions are answered by the CCR.

10) Client provides feedback and measures our services via an online survey.

ExcellenceOur Arpin ACES (Agents Committed to Excellent

Service) program is a tool that we have developed

which enables us to formally measure our agents’

performance on an on-going basis.

ACES ensures that we partner with the highest quality

movers and guarantees our clients receive the same

level of service excellence throughout the world.

Our Customer Experience Reports (CER) are sent on

a quarterly basis to our service partners which helps us

monitor and maintain the highest service level

possible.

Growth

• For the past six years, we have

experienced tremendous growth

with an average annual increase of

approximately 8% in revenue. In

2008, Arpin generated over $190M

in revenue and relocated over

30,000 families.

• Our dedication and constant desire

to provide the best quality service in

the industry brought us here, and

we continue to grow.

$00

$48,750

$97,500

$146,250

$195,000

Approximate Revenue (,000)

Technologywhere would we be without technology...

We are proud to have one of the most

advanced web-based IT networks in the

moving industry. When you partner with

Arpin, you can rest assured that you will

not only receive the best moving

services, but you will have access to a

state-of-the-art IT system rarely seen in

Imagine, a company that allows you to

create web-based videos customized to

your needs; from initiation processes to

training tools; an assignment briefing to

a welcome video. Go ahead, let your

imagination fly and join the ever

expanding, constantly changing world of

Arpin.

Innovate

the moving industry.

Technology Solutions

• Arpin’s numerous websites are some of the

most user-friendly and advanced in the

moving industry, allowing our agents and

customers to depend less on corporate

resources and minimize paper handling.

• Place service orders via our secured client-

access portal

• View and track shipment status

• View detailed Customer Care records

• Display Accounts Receivable information

• View claims history

Technology Solutions

• Arpin AIRE™ is a unique and accurate

online rate estimator that allows you to

quote international air and ocean

shipments in real-time. An excellent tool

for cost projections, AIRE provides the

user with secure access to the system via

any internet portable devise; rates are

updated daily at +0500 GMT.

• Cognos™ ReportNet is an enhanced

information management and reporting

system that allows you to customize your

reports based on your company’s needs

and requirements. With Cognos, you'll get

faster results, improving your decision-

making time line in a zero-environmental

footprint system.

Arpin TVThe Arpin Group welcomes you to Arpin TV, the

first web-based television network dedicated to

the moving & storage industry.

Arpin TV provides you with dynamic images and

multimedia support to give you a powerful e-

learning toolset to help facilitate the moving

process.

Whether you are a small family, multi-national

corporation or relocation professional, Arpin

TV’s interactive network will empower you with

valuable industry information and resources that

you can use immediately.

www.arpin.tv

merging the moving industrywith technology..

Arpin Van Lines, Inc.

Overview

• Arpin Van Lines’ business practices continue

to provide our customers with the best

possible moving services at competitive

prices.

• Arpin Van Lines’ sustainable business

success will be achieved by recognizing and

supporting the interdependence among our

customers, our team members, and the

business and regulatory bodies we deal with,

and being socially responsible to the

community and environment.

Domestic Mix

CORPORATE40%

MILITARY/GSA

32%

C.O.D.28%

Service Offerings

• Domestic and cross-border moving

services

• Containerized and palletized storage

solutions

• Executive relocation

• Expert packing

• Custom crating

• Auto, boat, motorcycle and RV

transportation

• Specialized transportation services

Elite Fleet of Drivers

Arpin's Elite Fleet consists of tractor-trailer

units with two-persons teams who must meet

the following qualifications:

• Excellent driving, customer care, claims

and safety records.

• Both individuals must be qualified packers.

• Units must be less than 5 years old.

• Committed to corporate dispatch year-

round for exclusive assignments to service

Arpin’s corporate clients.

• Background checks are compulsory for

anyone handling an Arpin Van Lines’

shipment including all drivers and crew

members. Process managed by GIS.

U.S. GSA CSI Rating

Arpin Van Lines received the highest Customer Satisfaction Index score of 99.65 out of the

nations 8 largest van lines scored by the U.S. General Services Administration (GSA).

The CHAMP program provides federal civilian agencies a framework for efficiently and

economically transporting the household goods of their employees relocating in the interest of the

government both domestically and internationally.

00 20 40 60 80 100

Arpin

Graebel

North American

Atlas

Mayflower

United

Allied

Stevens

99.65

99.14

98.97

98.42

95.92

94.42

93.61

93.25

Arpin International Group℠

Overview

• Our success lies in our ability to develop

and maintain the global staff, networks

and resources required to handle the

complex challenges associated with

moving household goods across

international borders.

• Our Strategic Service Centers are

located in key locations throughout the

world to meet the ever-expanding

worldwide needs of our clients.

Moreover, you have the peace of mind of

knowing that our FIDI/FAIM network of

global movers will afford your transferee

first-rate service allowing them to focus

on their assignment, and not the actual

move.

2007 major traffic lanes

EMEA44%

APAC27%

AMERICAS26%

AFRICA3%

♼

♼♼

♼

♼

♼

♼

♼♼

♼

♼

♼

ALASKA. CALIFORNIA. MASSACHUSETTS.

RHODE ISLAND. TEXAS. NEW YORK. ILLINOIS.

NORTH CAROLINA. WASHINGTON. UNITED KINGDOM.

DISTRICT OF COLUMBIA. SINGAPORE. GERMANY.

CANADA.

♼♼

♼♼

environmentally-friendly worldwide locations

International Associations

• Pan-American International Movers

Association (PAIMA)

• Latin American and Caribbean Movers

Association (LACMA)

• Worldwide Employee Relocation Council

(ERC)

• International Air Transport Association

(IATA)

• Fédération Internationale des

Déménageurs Internationaux (FIDI)

• Customs-Trade Partnership Against

Terrorism (C-TPAT)

Value-Added Services

Lift Van Mode

• Perfect service for shipments under 5,000 lbs.

• Exact day of packing can be arranged in advanced

• Reduces potential of loss or damage

• No re-handling of items if storage is needed

• No S.I.T. Charges (if delivered within 30-days)

• Quicker transit time compared to traditional Van Line shipments

• No shipment consolidation

• No driver shortage in peak season

• Exclusive use of 53’ air-ride truck

• No centralized warehouse for

consolidation

• Direct service

• Shorter transit time

• No spread dates

• Full international pack/wrap

• Reduced potential for loss or damage

• Competitive pricing

• Service not affected during peak season

• Decreased per diem cost for transferees

Value-Added Services

Loose Load Mode

Creative Storage Solutions

as easy as...

find your storage 1, 2, 3.

☟

Overview

CSS was established in 2007 and

designed to manage global storage data

for corporate clients and third-party

relocation companies.

This service is new to the market and will

completely revolutionize worldwide

storage handling.

Imagine, having the ability to control,

budget and enforce policies from

anywhere in the world!

• CSS takes the client’s data in any format (paper, excel, electronic) and:• Audits, cleanses and completes data

• Imports data into the CSS database

• CSS compiles the data and:• Audits supplier rates and practices

• Provides information back to the client in the form of a web database

• Manages the invoice process

• Checks invoices

• Receives, records and pays invoices

• Supplies expense data to the client in the form of web-based queries

• CSS also:• Audits physical warehouses

• Manages the storage release process

• Administers authorized length of stays

• Reports on projected expenses and cost savings

How it works

Overview

• Allows each client to access storage financial data and activity for

any global location, business unit or departmental component from

anywhere web access is available

• Improves budgeting of international projects that require the

movement of personnel

• Offers easy access to strategic data pertaining to global spend on

storage services, policy adherence, performance quality of

suppliers and auditing services

• Saves on administrative costs

• Reduces number of storage locations in each city and drives

efficiency and consistency of rates, decreases administrative

processes and overhead costs

• Establishes fair-market pricing to drive cost control thereby

improving buying power, measurement standards and budgeting

accuracy

• Institutes simple, effective agreements with all suppliers resulting in

enhanced service levels and reduced costs through liability share

Client Benefits

Overview

WEICHERT MOVE NETWORK – 2009 - 2007 AWARD CEREMONIES HONORED

ARPIN VAN LINES

•“Balanced Scorecard Supplier Network Champion” received in October 2008

•“Carrier of the Year” award – 2008, 2007

•Winner of “Raving Fan” award (Weichert’s Quality Program) – 2008, 2007

•“Move Coordinator of the Year” award presented to an Arpin employee – 2008, 2007

•Voted #1 in Customer Satisfaction by Weichert’s clients – 2007

U.S. GSA - “BEST IN CUSTOMER SATISFACTION” 2009 – 2005

•For the fourth year in a row, Arpin Van Lines received the highest Customer

Satisfaction Index (CSI) score out of the nation’s eight top van lines as determined

by the U.S. General Services Administration (GSA). For the period 11.01.08 -

10.31.09, Arpin received a CSI score of 99.65

BP - GLOBAL SERVICE AWARD CEREMONY 2007

•“Vendor of the Year” award was presented to Arpin International Group

•“Outstanding Service by an Individual” award presented to an Arpin International

Group employee

PARAGON GLOBAL RESOURCES 2007

•“Certificate of Excellence” award was presented to Arpin Group for providing

Paragon and its clients with superior service, visionary leadership and customer-

driven excellence

CARTUS - 2008 – 2006 AWARDS CEREMONIES

•“Voice of the Customer” award was presented in 2008 to Arpin International Group

on behalf of Cartus’ client General Electric, that selected Arpin as one of its top 3

suppliers

•“Voice of the Customer” award was presented in 2008 to Arpin International Group

on behalf of Cartus’ client Raytheon, that selected Arpin as one of its top 3 suppliers

•Arpin Group and its employees were recognized in 2007 with the “Delivering More”

award for providing Cartus and its clients with outstanding customer service

•The “Committed to Excellence” Silver award was presented to Arpin Van Lines in

2008 and in 2006

•The “Supplier Innovation” Silver award was presented in 2008 to Arpin Van Lines for

providing innovative moving solutions

Aw

ard

s

Corporate & Social Responsibility

Arpin is committed to helping preserve the environment.

(1) Completely retrofitted Arpin International Group’s Boston, MA location using green building

materials and relocated its Garden Grove, CA office to a new, sustainable building. In

addition, Arpin has plans to continue these initiatives in all remaining properties.

(2) All Arpin Group companies use only recycled paper for printing and buy and distribute only

earth-friendly promotional products.

(3) By investing over $2M in IT upgrades, Arpin Group has virtually eliminated the need for

internal and external printing with our customers and vendors. We are on our way to

becoming a paperless company.

(4) The company has implemented a “Green Loan” program for Arpin employees, making it

possible for them to borrow money for energy-saving home improvements and hybrid

automobile purchases.

(5) All Arpin Group locations recycle cans and glass.

(6) We are working to sign a national and international agreement with a plastics recycling

company to take in and reuse all of our shrink wrap and bubble wrap. In fact, Arpin

Group’s corporate headquarters has already accomplished a zero waste output from any

move we service. Every element (cardboard, paper, etc.) is recycled and does not end up

in a landfill. And, the company only purchases those aforementioned materials from

companies that support sustainable forestry.

Arpin is committed to helping preserve the environment.

7. Arpin has formed an R&D unit to create innovative solutions to further reduce its carbon

footprint by building global partnerships with experts in education, non-profits and

government agencies.

8. Currently, we are working with a roofing company to retrofit our fleet of trailers with solar

collection material. The solar energy generated will feed a unit’s batteries and eliminate

all idling (an incredible reduction in emissions).

9. Arpin Group is joining the EPA’s Smart Move program as both a carrier (Arpin Van Lines)

and logistics company (Arpin International Group) to manage our company owned and

outside fleets to reduce and/or eliminate emissions by switching to hydrogen fuel cells.

10. Arpin Group is currently searching for a LEED certified building to house its domestic and

international R.I. locations.

11. Arpin has partnered with Terra Pass to purchase carbon offsets. In 2008, Arpin purchased

enough offsets to completely eliminate the carbon imprint of all of its offices worldwide

including employee travel and commuting.

12. In 2008, Arpin Group hosted four business to business e-waste recycling collections. The

collections netted 55,640 lbs. of e-waste which would have otherwise been sent to the

Central Landfill. Working in partnership with Office Recycling Solutions, collected items

were reused or disposed of properly.

Arpin is committed to helping preserve the environment.

Benefits of Partnering with Arpin Group, Inc.

It doesn’t matter who you talk to, you will always get the same treatment.

• A global, quality-driven agency network

• Over 100 years of industry experience

• Award-winning quality program

• Trained and certified Customer Care

Representatives

• Single point of contact & accountability

• Executive-level involvement

• Elite driver fleet & certified packers

• Committed to continuous improvement

• Customer-friendly technology

• Superior moving & storage resources

• Outstanding people resources

• Solution for expedited shipments

• Internationally accredited mover

• Environmentally-friendly company

• Cost-effective pricing solutions