December 2024
As we reflect on 2024, we celebrate not only another year of record-breaking growth but also our twentieth year in operation, marking two decades of consistent, year-over-year growth for KM2 Solutions. Achieving this milestone is no small feat, especially given the economic crises, a global pandemic, and other challenges we have all faced over the past two decades. This enduring success stands as a testament to the visionary leadership of our President and CEO, David Kreiss, the adaptability of our business model, and, above all, the dedication and pursuit of excellence demonstrated by every KM2 team member across our organization. Together, we have weathered every storm, and together, we continue to thrive.
KM2 Solutions is thrilled to end this year in the strongest possible position and eagerly anticipates continuing this upward trajectory in 2025. This success results from focused growth and strategic investments. Throughout the year, we have expanded our capabilities, strengthened client relationships, and pursued innovations that position us as leaders in our industry; each milestone reflects our commitment to delivering exceptional service and value to our clients. Through meaningful investments in technology infrastructure and talent development, we remain agile and responsive in an ever-evolving market. In this end-of-year review, we will explore some of the highlights and achievements that made 2024 yet another record-breaking year for KM2 Solutions.
Technology
In recent years, AI has dominated conversations as a transformative force in business. In 2024, the focus has shifted toward the responsible adoption of AI, with ethical considerations and governance taking center stage. At KM2 Solutions, we’ve long been pioneers in technological innovation. Our approach to AI deployment is guided by a thoughtful, customer- and agent-centric philosophy. We have already begun executing our AI strategy for the coming year. Key areas of investment include Recruiting, Training, Quality Assurance, Sales & Servicing, and more AI-driven tools designed to further enhance Productivity. Through these initiatives, KM2 is committed to leveraging AI responsibly to drive efficiency and deliver exceptional value to our clients.
This year underscored the growing importance of data privacy and information security. As cyberattacks surged worldwide and a global IT outage caused by a faulty CrowdStrike update disrupted 8.5 million systems, KM2 Solutions remained ahead of the curve. Earlier in the year, we migrated to more robust, industry-leading tools customized to support our expanding technology infrastructure. As a result, KM2 was completely unaffected by cyber incidents this year. This proactive approach reflects our unwavering commitment to ensuring the security, reliability, and resilience of our systems and protecting the interests of our clients and partners.
Site Expansion
In May, KM2 Solutions proudly hosted the official ribbon-cutting ceremony for its newest facility in St. George’s, Grenada. The event was honored by the presence of Grenada’s Prime Minister, the Honorable Dickon Mitchell, alongside KM2 Solutions President & CEO David Kreiss, Member of Parliament for St. George Northeast, Hon. Ron Redhead, Spice Basket Managing Director Mr. Hugh Dolland, and other dignitaries and members of the KM2 executive team. This new site adds 650 seats to our Grenada operations, expanding the local workforce to over 1,200 employees nationwide.
This year’s growth didn’t stop there. We also began plans to expand into other key nearshore locations, including acquiring a building next to our existing operations in the Dominican Republic. This facility is scheduled to launch in early 2025 to meet growing demand. Further expansion is on the horizon, with negotiations underway for additional capacity in our Caribbean locations. These initiatives demonstrate our commitment to strategic growth and enhancing service options for our clients.
Client Growth
In 2024, KM2 Solutions experienced unprecedented client growth, both through organic expansion with existing clients and the addition of exciting new partnerships across multiple verticals. Leading this growth were our Financial Services and Auto Finance portfolios, which saw numerous new lines of first-time outsourced business, along with the most ambitious ramp-ups and site diversification in our history. This reflects the confidence our core clients have in our quality, performance, and ability to leverage our broad geographic footprint and bilingual capabilities. On the new client front, we made further significant inroads into the FinTech, Healthcare, and Renewable Energy sectors. As we close out 2024, we head into 2025 with a robust and active sales funnel, positioning us for continued success and expansion in the year ahead.
Corporate Social Responsibility (CSR)
At KM2 Solutions, being a responsible corporate citizen in all our countries of operation has been a core focus for the past several years. In 2024, we are proud to have completed forty-two initiatives and donations across the organization through our CSR program, KM2Cares. These initiatives have supported a wide range of causes, including Breast Cancer Awareness, Back-to-School assistance, and other relief efforts. Notably, this year marked a significant milestone for KM2Cares, as the program has matured into a unified, cohesive effort that adopts best practices across all geographies. This evolution positions KM2Cares for even greater success in the years ahead, reflecting our unwavering commitment to our employees and the broader communities in which we operate.
Trade Shows & Conferences
KM² was also active in the conference and trade show circuit this year. In June, our President and CEO, David Kreiss, was invited to the Nearshore Americas annual Nexus Conference, where he participated in a panel discussion on the strategic topic: “Caribbean 3.0: Are the Tools in Place to Deliver on the Dream?” He talked about how the vision of the Caribbean becoming a premier nearshoring destination is being actively realized, and while much is being made of advancements in AI, it is not as disruptive as initially thought, as strong human-customer interaction remains essential.
In October, members of the KM2 Executive Team attended the 24th annual Auto Finance Summit in Las Vegas, Nevada. This premier auto lending and leasing event gathers the most influential players in the industry and has become the quintessential gathering for auto finance professionals. The KM2 team had its booth at the event. It connected with existing clients and prospects as the event attracted the top financial institutions, C-suite executives, and industry pioneers.
Awards
For the second consecutive year, KM2 was included in the IAOP Global Outsourcing 100 list produced by the International Association of Outsourcing Professionals. This year, KM2 was pleased to be awarded the additional distinction of “All-Star Company.” This distinction is awarded only to companies with high scores in all major judging categories, including Customer References, Awards and certification, Programs for Innovation, and Programs for Corporate Social Responsibility.
In October, representatives from KM² Solutions’ leadership team attended the prestigious Frost & Sullivan Best Practices Awards Gala in Tucson, Arizona. The gala brought together the best in business to celebrate trailblazing companies. It honored organizations with exceptional innovation, leadership, and business excellence in their respective fields. KM² Solutions attended to receive its “2022 Central American and Caribbean Customer Experience Outsourcing Services Company of the Year Award.”
As we close the chapter on 2024 and celebrate two decades of sustained growth, KM2 Solutions stands as a testament to vision, resilience, and excellence. This year’s achievements, from technological advancements and site expansions to unprecedented client growth and meaningful CSR initiatives, highlight our unwavering commitment to delivering exceptional service to our clients and being good corporate citizens of the countries in which we operate.
Over the past twenty years, we have navigated challenges, seized opportunities, and continually adapted to an evolving business landscape. We have witnessed first-hand the evolution of our chosen nearshore locations into leading outsourcing destinations. Today, many of our employees have been with us since launch and have developed successful careers, and we are proud of our contribution to the local ecosystems surrounding our sites.
Our success is driven by David Kreiss’s leadership, the trust of our clients, and, most importantly, our people, without whom we would not be able to succeed. As we look forward to 2025, we remain committed to innovation, strategic growth, and being a trusted partner for our clients. Here’s to the next chapter of success and continuing the journey together.
About KM² Solutions
KM² Solutions ( KM2 Solutions ) is an award-winning BPO with over two decades of experience operating an exclusive nearshore strategy throughout the Caribbean and Latin America. KM² provides outsourced inbound and outbound customer service contact services for voice, chat, email, and mobile 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 an annual SOC 2 audit, and has a Compliance Management System that meets the FDIC standards.
