Growing Product Line, Geographic Expansion and Customer Obsession Meet Rising Demand
REDWOOD CITY, Calif., JULY 17, 2018 Reputation.com, the first and only complete online reputation management (ORM) platform for enterprise, today announced significant momentum to start the second half of the year, with annual revenue growth exceeding 50 percent, more than 800 enterprise accounts, and a substantially expanded product line. Founded in 2006, Reputation.com notably increased its workforce and expanded its geographic reach in the past year with new offices globally to serve a growing account base.
“Enterprises recognize the value of an integrated platform that helps them grow by turning customers into effective brand advocates,” said Michael Fertik, CEO and founder of Reputation.com. “Our expansion over the past year only reinforces our passion for building elegant, intuitive solutions that drive better business performance. We’re excited to help more global companies unify the online and on-site customer experience, and bridge front- and back-office applications to better manage the entire customer lifecycle.”
Customer Satisfaction Drives Revenue Gains
Reputation.com’s revenue growth well exceeded 50 percent year-over-year for the last 12 months, continuing a three-year streak of high-double-digit growth. Much of this increase came from existing customers, who accounted for a revenue retention rate of 121 percent – a strong indicator of customer satisfaction among software-as-a-service (SaaS) providers. In addition, Reputation.com brought on important enterprise customers across a range of industry verticals including apparel, automotive OEMs and dealer groups, banking, healthcare, insurance, retail goods and retail services, among others.
Demand for ORM Solutions Prompts National and International Expansion
To meet the growing demand for its solutions and maintain its singular customer focus, Reputation.com continued to expand its workforce and add new locations globally. The company opened new offices to serve Chicago, France, DACH (Germany, Austria, Switzerland), Spain, and Portugal, while adding to its existing footprint in Silicon Valley, Arizona, England and India.
Reputation.com has more than doubled its number of full-time employees in the past two years, with much of the development focused on its engineering, data science, sales, and management depth. For example, its new vice president of engineering, Bruce Scott, brings over 40 years of Silicon Valley startup experience as the first employee to start work at Oracle, where he co-authored the original first three versions of the Oracle database product. Cassie Tod, recently promoted to vice president of customer success, played an instrumental role in building Reputation.com’s world-class support organization. The company was also benchmarked as being significantly more diverse from a gender, racial and ethnic perspective in comparison to other technology companies.
New Platform Capabilities Help Customers Thrive
This year also brought valuable new additions to Reputation.com’s suite of solutions, including the first integrated directory management solution for enterprise customers. The expanded solution provides a single source of truth for disparate location and professional data, with specific vertical applications including include find-a-doctor directories for healthcare; dealer locators for automotive; and location finders for retail, restaurants, hospitality and other industries.
In March, Reputation.com introduced the first social media platform that empowers large multi-location enterprises to manage hundreds of locations’ social channels at scale. Enterprise customers can monitor sentiment; refine their content strategy; act on comments and reviews; and publish posts at scale rather than manually updating and responding to dozens or hundreds of postings across different channels.
Reputation.com also made major enhancements to its operational and competitive insights solution, which leverages new deep-learning algorithms to turn unstructured customer feedback from online reviews into actionable insights. The solution helps enterprises identify what is working well – including pinpointing outstanding and struggling employees and the precise source of best practices and competitive differentiation – and where organizations need to improve. The company also made substantial improvements in its mobile app, Reputation Manager, to support ease and efficiency for managers on the front line at individual locations.
Industry Accolades Validate Reputation.com’s Customer-First Strategy
Reputation.com also continued to earn industry accolades for providing outstanding customer service and an inspiring workplace. The company received the American Business Award® for Customer Service Department of the Year in 2018 and was recognized on the Wealthfront 2018 Career Launching Companies List as an ideal place for people to build their careers because of its prospects for growth.
Reputation.com, Inc., based in Silicon Valley, pioneered Online Reputation Management (ORM) technology in 2006. With its SaaS platform, businesses across the Americas, Europe and Asia Pacific gain actionable insights that help them make operational improvements, improve online reputation and drive visits and revenue.
Reputation.com technology has managed tens of millions of consumer reviews and interactions across hundreds of thousands of online points of presence for global companies spanning 77 industry verticals, including healthcare, retail, automotive, restaurants and others. Reputation.com is a World Economic Forum Global Growth Company and is funded by the same top-tier venture capital firms that backed Google, Facebook, Cisco and Microsoft. To learn more, visit www.reputation.com.