Tom Davis saw great things for USA800 Inc. But the path to achieve that greatness was filled with bumps and hurdles that would have forced many leaders to abandon their ambitious visions.
After five years with the company, which was founded to service the answering of inbound 800 number inquiries, Davis had facilitated an exit strategy for the company’s founder and established an ESOP. Davis wanted to give all his employees an ownership stake in the business and allow them to share in the journey of growing the company.
But USA800 was now heavily leveraged and was struggling to meet its financial obligations, including payroll. At the same time, the company needed to modernize its equipment to continue moving forward.
Fortunately for Davis, the company’s president and CEO, there was an opportunity to turn things around. The Internet was just starting to take off, so Davis spearheaded the development of a proprietary technology that would reduce client costs in servicing time and training. It would also improve efficiency in call handling and improve the quality of service provided. Customers embraced these changes and the company began to really grow, increasing from fewer than 100 employees to more than 1,000.
By building a solid model that adapted to a changing environment, Davis put USA800 in a better position to deal with future challenges. When the recession hit in 2008, Davis was still able to grow revenue since everyone in the company was on board and at the forefront of positioning the company for success.
Live chat services were launched during this time and grew to be responsible for more than 7 percent of the company’s annual revenue. Davis has positioned the company as an industry leader that can deal with whatever challenges it may face in the future.
How to reach: USA800 Inc., (800) 821-7539 or www.usa800.com
