On February 11th, I had the great pleasure of announcing that our Article Galaxy document delivery system had delivered it’s 2,000,000th article!
So first and foremost, I would like to say a very warm-hearted “thank you” to you and your customers for trusting us as a key electronic content provider to you. Without you, we simply wouldn’t exist. A second “thank you” goes to our team, a tremendously dedicated team of people that are truly the best in the business. This team consistently goes beyond the call of duty to provide the highest level of service to our customers, 24 hours a day, 7 days a week. And thirdly, I’d like to thank our suppliers, those STM publishers that trust us as a third-party of high integrity.
We had a good time at our offices trying to predict when Order #2,000,000 would hit. There were a lot of emails and posts with all sorts of bets and predictions. No one was wagering money, but there were quite a few promises of tacos for the winner. In the end, we all celebrated when that order hit and were full of delight.
We are always striving to figure out ways to keep our customers happy and based on the feedback and statistics we receive each day, we feel that we’re doing a good job.
Statistically, you might be interested to know that it took Reprints Desk less than half the time to reach the two million mark than it did the one million mark! And that rate is accelerating, as are our response times.
I also point to the fact that in January alone, we were honored to sign up more than 50 new accounts across three continents, which is also double the rate of account sign-ups than last year at this time, and in a wider geography. Best of all, most new customers are coming to us as referrals from other customers. That’s the way we like it.
Now, I’ll also be the first to acknowledge that we’re not perfect, We’re human and we do mistakes. But we strive to be the best in the business, acknowledge any missteps and always go to great effort to improve how we do things and to ensure mistakes are not repeated.
We are continuing to invest in improvements to our Article Galaxy system and will be releasing major improvements throughout 2014.
This quarter will see a major release of our system that will improve our speed, efficiency and reporting, as well as credit card purchasing. Additionally, this quarter’s release contains some foundational infrastructure improvements that will set the stage for important upgrades to Article Galaxy that our customers have been asking for.
There’s a lot of work that goes into this, but in the end, it’s all about our customers because we make money by making customers happy. I mentioned that in my previous post about our Open Access Filter, and reiterate it here.
It motivates us each day, when our customers send us notes saying “thank you” to us. We get these notes quite often, and I take pride in reading them. So as Reprints Desk's founder and CEO, I thought I’d also take the time to say “thank you” and remind you that this relationship we have with you is definitely symbiotic. ;)