Plan features four pillars for mitigating business disruption amid any future unplanned events

Merkle Response Management Group (Merkle RMG), a subsidiary of Merkle, a leading technology-enabled, data-driven customer experience management (CXM) company, announces the launch of its sustainable business plan. Developed in response to the COVID-19 pandemic, the plan outlines the company’s strategy for ensuring business continuity should it face a future unplanned event.

The plan features four sustainability pillars, which define Merkle RMG’s strategic goals for building more a sustainable operation. These measures apply insights the company has learned from navigating several COVID-related business challenges.

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Merkle RMG’s four sustainability pillars:

• Expand the remote workforce and cross-train staff. Merkle RMG is equipping select staff to quickly transition to a remote setup when needed, allowing on-site operations to expand to support a safe and physically distanced work environment. Cross-training will support more fluid use of resources across all operations and clients, leading to fewer service gaps.
• Open a second operational facility. This will boost productivity by enabling Merkle RMG to increase the number of employees on the first shift. It will also expand resources in critical operational areas to support higher volumes and eliminate bottlenecks.
• Invest in new technology to improve processes. Merkle RMG is reviewing its processes to identify ways to simplify workflows and increase production with new technologies.
• Increase investment in employees. To nurture Merkle RMG’s most valuable asset—its people—the company is taking active steps to address wages, develop employee programs and improve the overall work environment.

“Merkle RMG realizes the impact our COVID-19 challenges had on our clients’ fundraising operations,” said Merkle RMG President Kent Grove. “We know that moving forward, we need to do business in a different way.”

“By developing this plan, we’ve put a strategic framework in place to improve our readiness and resilience as an organization,” Grove continued. “As a result, Merkle RMG will be better equipped to continue serving our clients seamlessly and strategically, even when facing unexpected challenges.”

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