On May 29, Merkle RMG kicked off a project to expand and reconfigure these high-growth areas to support more staff and activity. But rather than broadening our facility footprint, we’re re-allocating our existing space to the areas that need it most — something we planned for when we bought the facility 11 years ago. This makes supporting our continued growth more sustainable and cost-effective.
In these highly competitive times, companies must focus on developing the internal systems to deliver a better customer experience. To do that requires understanding the state of the experience they are delivering today. So many organizations utilize “Voice-of-the-Customer” programs to systematically listen, learn and improve their services by incorporating feedback directly from their customers.
As our resident IT wizard, Jim oversees security, connectivity, software applications and hardware, and facility/property management. We rely on him to ensure that our technology and infrastructure support Merkle RMG’s current operations, growth and emerging services.
And we are not just tapping our inner-Tina Turner. All of us at Merkle RMG are driven by a love of our work…and a love of doing business with our partners! One of my goals is for that dedication and passion to show through in everything we do. And so, on this Valentine’s Day, I’m excited to share some new plus tried and true ways we show our love.
While account managers will continue to handle the day-to-day communication with our clients, two new relationship directors will be responsible for “owning” client relationships and ensuring we help them succeed. That will include recommending additional services based on a deep understanding of each client’s needs, and continually assessing our effectiveness in meeting and exceeding their expectations.
Helping people is close to my heart, and I love working for a company that shares those values. Every year I lead efforts to organize a company-wide fundraiser benefitting two local nonprofits. And thanks to the support of my colleagues and Merkle RMG leadership, last week’s charity luncheon was the most successful one yet!
Today, we kick off our series with a spotlight on Scott Ryan, Merkle RMG’s vice president of operations. Scott joined our team in 2008 and currently oversees all of Merkle RMG’s core services, including mail processing, scanning, imaging, data entry, exceptions processing, contact center and fulfillment. With more than 20 years of management experience in direct mail donation processing, Scott ensures that we’re continually setting new standards for excellence in helping our clients serve their donors. Learn more in the Q&A.