As we wind down this past year, we can reflect on our accomplishments and set our sights on the year ahead. In addition to significant growth, we have made further inroads into new verticals, invested in new technology, expanded existing sites, and added new facilities to enhance our overall service offering.
Although the challenges of the pandemic have not entirely vanished, with the rollout of vaccines and restrictions lifted, we were able to once again open our doors to clients and prospects alike. As a result, KM2 Solutions has maintained its upward trajectory. Here are just some of the highlights of 2021 as the evolution of KM2 continues.
Vaccine Rollouts:
The delivery and rollout of SARS-CoV-2 vaccines was a dramatic game-changer this year and instrumental in a relative return to normalcy across all our countries of operation. We ran effective information and education campaigns, both on-site and through social channels, to provide our people with the most current information available about the vaccines. We also held on-site vaccination drives for entire local communities.
In our countries of operation where the rollout of vaccines had been slow, KM2 partnered with local healthcare authorities to acquire vaccines. The nurses at our on-site clinics administered doses to not only our employees but also their families and friends at no cost and on a voluntary basis. While the pandemic is by no means over, the vaccines have proved to be our best shot at reducing the spread of the virus, allowing all of our sites and countries of operation to re-open
New Technologies:
This year has seen us further invest in cutting-edge technologies for key areas of our operations to help improve efficiencies in recruiting, people management, and performance by streamlining the recruiting process and enhancing the employee experience. KM² has worked closely with providers to customize these technologies to our specific needs and those of our clients and fully integrate them across existing platforms.
The Acuity Performance Management Platform optimizes people, processes, and technology. Through gamification, we can enhance the employee experience, strengthen workplace culture, and drive better overall performance.
• Drive Performance
• Improve Quality
• Better Compliance
A suite of candidate selection tools, Harver is integrated into the application process and integrates psychometric testing tools to give the recruitment team deeper insights into each candidate.
• Automates the application process
• Increases total applications completed
• More deeply identify candidate skills
• Places candidates into their appropriate programs
• Drastically decreases employee turnover
These industry-leading tools afford us more effective recruitment and allow us to optimize people, processes, and technology to enhance the employee experience, strengthen workplace culture, and drive better overall performance for our clients while reducing attrition.
New Industries:
Historically, auto finance and financial services have been the mainstay of KM2 Solutions, but 2021 has seen us make further inroads into new verticals such as healthcare and insurance, with greater diversification. We have acquired new business in the dental, cosmetic, and telehealth space and have enhanced our offering in the insurance space with new bilingual support services such as active translation, reducing handle time for bilingual transactions by up to 65% on average.
And this year, we have been working with more blue-chip fortune 500 companies than ever before, which is a testament that leaders in every industry understand our value as big business trusts us and the size and scope of the business increases. This diversification compounds our ability to adapt to new verticals and enhance our services within existing verticals as we learn new processes, skills, and techniques.
New Facilities:
KM2 Solutions has continued to expand within its existing footprint, with additional capacity being added to four out of six of our current nearshore locations. This continued investment in our brick-and-mortar operations has been in direct response to demand as we expanded with existing clients and acquired new business.
- Colombia: Demand in our Bogotá operation continues to rise, and as such, we have furthered our expansion there. We are currently undertaking a 10,000 square-foot expansion to accommodate larger breakroom facilities and additional production seats. This recent expansion will be completed in Q1, 2022 taking our overall capacity to 800.
- Dominican Republic: In November, we celebrated the official opening of our new facility in the Dominican Republic. This state-of-the-art facility will become a flagship location within our global portfolio, with the expectation of growing to 1000 employees by the end of 2023.
- St. Lucia: Q1 saw the latest expansion of our second facility in St. Lucia. This 7,000 square foot addition brings that facility to a total of 30,000 square feet and allows for 300 more on-site agents and supporting staff. Combined with our original 20,000 square foot facility, this allows for a total on-site capacity of over 1400 employees across both locations.
- Grenada: Expansion plans are underway in Grenada with the addition of a second 20,000 square foot facility located in the country’s capital St. George’s. We anticipate completing this exciting addition to our Grenada operation in Q3 of the coming year.
KM2 Solutions continues to identify growth opportunities both within our countries of operation and beyond as we adapt to the needs of our clients in terms of quality bilingual options, better geographic diversity for redundancy, and in ensuring we continue to provide robust, unparalleled service options for our clients.
Celebrations:
March saw KM2 Solutions celebrate ten years of operations in Honduras. KM2 was the first international BPO to be established at the Altia Business and Technology Park in San Pedro Sula, and our first Latin American operation giving us the ability to offer bilingual services. Having started with just twenty-five agents, KM2 Honduras now serves twenty-five clients across all major industries, with over one-thousand employees, and currently occupies sixty-thousand square feet of the same Altia Business Park where it all began. Our sincerest gratitude goes to all of our people, past and present, for their contribution to ten years of success in Honduras.
In The Media:
Building on the success of our previous webinars, KM2 Solutions partnered with patient communication experts Klara and Schweiger Dermatology to discuss how, with the help of Klara and KM2, Schweiger Dermatology Group has structured its call center operations to automate the practice’s more than 15,000 patient conversations per week across its 70+ locations.
And in Q4 of this year, we teamed up with Nearshore Americas and Farmers Insurance to discuss cultural alignment and how the organizational culture of the customer plays an influential role in determining the level of compatibility that the organization has with the local nearshore location.
Both of these highly successful webinars offered great insight into how successful vendor / provider relationships operate in the nearshore space and highlighted the importance of effective partnerships driving success through collective strategy and common goals.
We also published another series of thought leadership articles to shine a light on key aspects of our business. This year we focused on Top Tech Enhancements, Recruitment Strategy, Bilingual Support, and the Value of Productivity. These articles have proved invaluable in informing clients and prospects about our approach and assisting them in their decision-making process.
Investing in the Future:
The end of this year also marks our first year with financial partner H.I.G. Capital. It has proved to be a great relationship through the combined experience we bring to the table. The additional security this partnership brings will allow us to continue to strategically reinvest in our people and business, so that year over year, we can deliver stronger performance, continued growth, and expansion and be prepared for the future.
In summary, KM² Solutions is now in a stronger position than in nearly two decades of operation, with record revenue and unprecedented growth. This could only have been made possible by our team’s hard work and dedication, the trust and loyalty of our clients, and the greater profile that brings KM² Solutions as being a nearshore provider of choice. We look forward to the year ahead, the completion of ongoing expansion plans, and continued growth for the future.
About KM² Solutions
KM² Solutions ( KM2 Solutions ) operates contact centers throughout the Caribbean and Latin America, providing outsourced inbound and outbound customer service contact services for voice, chat, email, and mobile. KM² Solutions provides these services to clients in financial services, multi-unit healthcare, insurance services, travel & hospitality, eCommerce, technology & telecommunications, home services, and other sectors. The company provides clients with a host of solutions, including customer support and care, telesales & retention, claims management & processing, appointment setting & schedule management, loan origination & verifications, back-office processing, and technical support. KM² Solutions maintains PCI DSS compliance, completes a SOC 2 audit annually, and has a Compliance Management System that meets the FDIC standards.
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