With the holiday season upon us, I felt it was fitting to reflect on the past year at Glance. As we sat at our annual company holiday party, I looked around the table at all the great people who have contributed to our success, and a revelation came to me. Groups of two and three people engaging in conversation, sharing pictures on their phones, learning about each other…having experiences that create warm and lasting relationships. A perfect encapsulation of the engagement and relationship building that our team has strived to support throughout 2016.
Thank you in advance for indulging me as I describe why 2016 has been a truly amazing year for us. We are quite proud of what we’ve achieved, especially all the success our customers have had with our solutions.
Strengthening Our Team
Glance continued to experience healthy business growth with double-digit increases in sales. We fully expect this momentum to build in 2017 as our client success and sales teams build meaningful relationships with top brands around the world. Most importantly, we added key team members who have contributed to our success, and will add several more in the new year.
Building a Purposeful Product
Our engineering team continued to enhance our cobrowse solution with capabilities that raise the customer experience to a whole new level. We have submitted 21 patents with 11 patents approved and several in the works. Now, customer service agents can initiate a cobrowse session without customer action, and sales representatives can be notified when high-value customers are online and instantly reach out to provide concierge-level assistance.
Improving the Business Case
So many solutions these days are built without the end user in mind. This empathy gap is why this year we teamed up with CohnReznick and created the Glance ROI Insight program. This collaboration will help companies understand the quantifiable improvements in productivity, deal flow, and closure rates— something that no other customer experience solution can do.
Creating Peace of Mind
Cybersecurity has been at the forefront of all of our minds. Many of our customers are in regulated markets that require them to protect their customers’ personally identifiable information. Vital security features are already built into our cobrowse solution, such as masking sensitive information on the customer’s screen. In 2016, we went even further by adding new privacy certifications, including PCI Level I and HIPAA through the Business Associate Agreement (BAA). I’m proud that we took these steps to assure our customers that security is paramount to building a trustworthy customer experience.
Sharing Our Customers’ Success
We were fortunate to be recognized by our customers and other trusted organizations for how Glance is changing the online customer experience for the better.
- Glance Panorama received the 2016 CUSTOMER Magazine Product of the Year award.
- Glance Panorama was a finalist in the 2016 MassTLC Leadership Awards for Best Use of Technology in Cloud.
- At Dreamforce 2016 Intuit and Glance won the Salesforce Partner Innovation Service Cloud award. Special thanks to the Intuit team for giving us the chance to prove how our cobrowse solution improves the online customer experience for hundreds of thousands of Turbo Tax users.
Wishing You Happy Holidays and a Prosperous 2017
Looking forward to the New Year, we’ve set the stage for improving our technology, adding new team members to help us reach important markets, and collaborating with important partners who share our dedication to providing an exceptional customer experience.
Happy Holidays from all of us at Glance. We wish you much success and look forward to continuing our relationship with you in 2017!
Glance delivers straightforward, reliable, effective solutions that enable companies to see, show, and share what they need—online. More than 3,000 healthcare, financial services, technology/SaaS, retail, and travel and leisure organizations depend on us to bring a personalized experience to customer service, sales, and customer support. Many of our customers also leverage our strategic partner integrations with Salesforce, Genesys, SAP, LiveOps, and Zendesk.