Iowa City, IA | May 10th, 2017
Dear Friends and Colleagues,
As we hit the fifteen-year anniversary of our company on May 2, 2017, I continue to be amazed by our organization’s advancement. We are consistently guided by values that have allowed us to experience both growths in size and, more importantly, growth in our ability to efficiently manage complex business processes on behalf of our clients. It is tremendously inspiring to witness the relentless dedication that our employees have to our clients and each other.
This year, we have gained momentum in several key areas that will provide an enhanced level of performance, security, and functionality. These initiatives are already creating new value for our current client base and great potential for diversified revenue creation.
While we have always adhered to the highest standards for information security and compliance, we are taking another step forward through full PCI Level 1, Soc 2 Type II and PACE-SRO certifications this year. We have worked tirelessly to maintain the people, processes, and infrastructure required to service our Fortune 500 clients, and it is great to see our team formally recognized for our long-term adherence to these high standards.
Recent opportunities have allowed Mass Markets to work with a variety of new client types, technology and business processes that have increased our understanding and experience among new industries. Notably, our company has gained valuable political experience providing multi-faceted support for the Donald J. Trump for President, Inc. campaign during the 2016 presidential race. We made over seventy-nine million phone calls, routed hundreds of thousands of calls and provided managed services for the campaign’s interactive voice response system as well as other critical business processes from our Iowa headquarters. It was the honor of a lifetime for our employees, from all political affiliations, to be part of a winning presidential race.
Regarding customer experience and behavior adherence, we have upgraded our quality assurance platform with QEVAL software, an integrated quality monitoring solution. The new platform provides an eye-opening analysis into real-time behavioral adherence along with an improved ability to close the feedback loop with our agent workforce and is already demonstrating more efficient customer interactions. We have also seen an increase in customer satisfaction, first call resolution and sales numbers since implementation earlier this quarter.
Additionally, we are pleased to announce that our sister company, Niche Markets, has acquired FastCustomer, a popular application that allows customers to bypass long holding queues when contacting customer service providers and instead promptly connects those customers directly to live agents through an efficient callback system. Thousands of companies are already listed in the FastCustomer database, and the application has earned high ratings among iPhone, Android, and other users. FastCustomer is just one example of our expanding software and SaaS support offerings aimed at establishing Mass Markets as an industry leader in facilitating the modernization of automation, customer experience and analytics for the new technological era.
Also of significance is the expansion of Niche Markets’ capabilities resulting from the acquisition, development and deployment of our own enterprise contact center platform, GravisApps, alongside our current systems provider. GravisApps’ solutions encompass a variety of contact center and software services including but not limited to electronic market research software, interactive voice response (IVR), predictive dialer services, large database management and polling platform.
While there are always challenges, our organization is stronger than ever. In many ways, we feel like we are just getting started. Thank you for a wonderful fifteen years.
Anthony Marlowe, CEO