THE HISTORY OF DATAMARK, INC.
PIONEERS IN BUSINESS PROCESS OUTSOURCING SERVICES
In 1989, DATAMARK, Inc. was founded by Bill and Becky Holmes in El Paso, Texas. Starting as one of the first Business Process Outsourcing providers, the company began with a modest team of just 26 employees who manually processed manifests, waybills and courier reports for a Fortune 100 overnight transportation carrier. However, the company quickly expanded and began offering a full range of back-office services.
Today, DATAMARK has grown to become a leading provider of omnichannel, multilingual Contact Center and Business Process Outsourcing solutions. Our specialized services also include Enterprise Content Management, finance & accounting outsourcing, and loyalty/rewards program management. With a global staff of more than 3,000 dedicated professionals, we are proud to serve clients around the world and are continually expanding our services to meet their evolving needs.
Explore our timeline to see how DATAMARK has evolved and grown over the years.
“Our history is a testament to the power of innovation and perseverance. From a small team to a global leader, we have always embraced new challenges and opportunities. As we continue to evolve and expand our services, we remain committed to the principles that have driven our success – dedication, ingenuity and an unwavering focus on our clients.”
– Bill Randag, President of DATAMARK, Inc.
HUMBLE START, THRILLING FUTURE
EVOLUTION IN CONTACT CENTER AND BPO SOLUTIONS
Today, DATAMARK is a global leader in Contact Center and Business Process Outsourcing solutions, serving clients across a range of industries, including healthcare, retail, insurance, finance and transportation. The company has expanded its service offerings to include omnichannel, multilingual contact center services, Enterprise Content Management, finance and accounting outsourcing, and loyalty/rewards program management.
Despite its tremendous growth, DATAMARK remains true to its core values of innovation, quality and client focus. The company continues to invest in its people, processes and technology to ensure that it provides its clients with the best service possible. As DATAMARK looks towards the future, it remains committed to delivering exceptional value to its clients while maintaining its position as a leader in the BPO industry.
DATAMARK HISTORY
Bill and Becky Holmes Launch DATAMARK
During the late 1980s, multinational corporations begin to find a competitive edge through what becomes known as business process outsourcing, or BPO: the outsourcing of back-office functions. Recognizing an opportunity, Bill and Becky Holmes launch DATAMARK, Inc. Bill serves as President of the new company, and Becky assumes the role of Vice President of Operations.
DATAMARK Opens 1st Location
DATAMARK opens its first location in El Paso, Texas, to provide document processing services for one of the world’s leading international overnight couriers. DATAMARK employees begin keying data from its client’s transportation documents for the first time. Twenty-six employees were on the payroll in February 1990.
DATAMARK Opens 2nd Location
Rapidly growing, DATAMARK moves operations to its second facility at Butterfield Trail Industrial Park in El Paso. The 16,000-square-feet facility allows DATAMARK to expand its operations significantly. The hiring of staff and management ramps up, as does investment in computer workstations, servers and network infrastructure.
DATAMARK Innovates Data Entry
DATAMARK’s programmers create “Keying on Image” software, and the company becomes one of the first outsourcing vendors to offer data entry from digital images of paper documents.
DATAMARK Launches Banking Services
DATAMARK expands its scope of services and industries served, as it now begins serving the needs of the banking and financial services industry.
Launch of 1st International Footprint
DATAMARK opens its first BPO delivery center in Mexico as its document processing business continues to expand. The company has now welcomed new banking industry clients and is processing more than 100,000 credit card applications a day at its US-based delivery center.
Launch of Health and Insurance Services
DATAMARK expands into the health insurance sector by capturing data from medical claims and insurance forms for Fortune 500 health insurance providers.
OCR Technology Automates Data Capture
The company begins to use Optical Character Recognition (OCR) technology to automate data capture from paper documents. Employees process 700,000 documents a day— 500,000 of them from digital images.
Expansion into Mexico
The service offerings offered by DATAMARK continue to expand, with more customers wanting high-volume scanning, imaging, microfilm processing, and remote remittance processing. To handle the increased volume, DATAMARK moves its nearshore production to a much larger cross-border facility in the city of Juárez, Mexico.
Launch of Digital Mailroom Outsourcing Services
DATAMARK finds an opportunity to provide outsourced document lifecycle management services for Fortune 500 clients. Outsourced document lifecycle management eventually grows to become a significant part of the focus and expertise of DATAMARK.
Chihuahua City Service Delivery Center Opens
As business continues to grow at a healthy pace, DATAMARK opens a processing center in Chihuahua, Mexico, which offers access to a large, well-educated labor force.
DATAMARK Prepares for Y2K
DATAMARK prepares for the arrival of the new century, popularly referred to as “Y2K,” by updating code, completing a huge network upgrade, and the replacing a large number of computers.
FSA Medical Claims Expansion
DATAMARK expands healthcare services to include FSA medical claims.
Grand Opening – 3rd El Paso Facility
DATAMARK opens of its third document lifecycle management services facility in El Paso, Texas, holding a ribbon-cutting ceremony to celebrate the grand opening alongside client partners.
Global Expansion to India
DATAMARK establishes a service delivery center in Chennai, India, to offer additional BPO solutions for clients. With a presence in India, DATAMARK offers the benefits of offshore outsourcing with the peace of mind of U.S.-based management and oversight. The India location allows for 24-hour service by shifting production from the Americas to India at the end of the day—a global workflow known as “Follow the Sun.” DATAMARK’s multiple global locations also offer improved redundancy and backup options for clients’ business processes.
DATAMARK Invents Proprietary Document Tracking Solution
To better serve its document lifecycle management clients, DATAMARK develops its proprietary Document Tracking System (DTS) software, allowing clients to remotely monitor the location and progress of documents throughout the workflow, from receipt through storage or destruction.
DATAMARK Launches Site in San Antonio
DATAMARK expands operations in one of the largest facilities in the U.S., managing an on-site document lifecycle management facility for a Fortune 500 insurance and financial services company.
New Corporate Headquarters
DATAMARK becomes a part of the revitalization of Downtown El Paso, moving its corporate headquarters into the newly renovated historic Mills/Centre building complex.
New Business Engineering Dept.
Having grown to be much more than a BPO service provider, DATAMARK formally establishes a department of Business Engineering. The team focuses on delivering business process improvement solutions for large enterprises using process improvement methodologies, such as Lean, Six Sigma and Kaizen.
Expansion of Contact Center Services
DATAMARK continues to expand its outsourcing services by opening a 190-seat contact center operation in its Mexico location, serving a provider of promotional marketing services both in English and Spanish.
Joint Venture Launched
DATAMARK launches its first U.S.-based contact center to provide services to a fuel rewards program. DATAMARK agents perform multichannel customer service functions in both English and Spanish.
311 Contact Center Outsourcing
The City of El Paso selects DATAMARK to manage and operate its 311 non-emergency center. DATAMARK’s experienced contact center management team helps deliver improved efficiency and innovations to the department, handling approximately 40,000 calls a month from citizens.
DATAMARK Launches Bilingual Contact Center Services
DATAMARK leverages healthcare and customer support expertise to extend contact center services to include interpretation for complex medical needs. In collaboration with an industry-leading partner, DATAMARK helps establish a successful model for Spanish-English interpretation that allows for rapid growth and retention of a fully-trained and highly-skilled workforce.
2nd India Delivery Center Opens
DATAMARK opens a new facility in Mumbai, the financial and commercial capital of India. The location is ideal for recruiting highly educated and experienced customer service agents as DATAMARK expands its contact center operations.
Nearshore Footprint Expands in MX
In order to meet the growing demand for contact center services out of Mexico, DATAMARK launches an additional operational facility in Chihuahua, Mexico, to support a more agile growth model. With sites now in both Juarez and Chihuahua City, DATAMARK can quickly leverage the skilled labor pool of two thriving cities in Mexico to offer a quick hiring ramp for new projects.
2nd Site Opens In Juarez, MX
The continued growth of contact center services in the retail, banking, transportation, and healthcare industries drives DATAMARK to launch a second location in Juarez, MX, to provide operational redundancy and 40,000 square feet of state-of-the-art operational space.
Harrisburg, PA Site Opens
A new high-tech facility in Harrisburg, Penn., provides enterprise-level document lifecycle management services, including document scanning, classification and data capture.
New Site in San Antonio
DATAMARK moves from its office located on-site with a client partner in San Antonio to its own facility. The new facility provides document lifecycle management services for a U.S.-based banking and insurance organization.
DATAMARK opens 3rd site in El Paso, TX
A new operational facility in El Paso, TX, supports an international shipping and logistics company as well as government healthcare contracts.
DATAMARK Celebrates 30th Anniversary
As of 2020, DATAMARK now boasts a global footprint with eleven sites and more than 2,800 employees.
Continued Expansion in Mexico
DATAMARK continues its expansion and hiring efforts for its recent launch of remote contact center operations for one of the world’s largest over-the-phone language interpretation service providers, launching services out of Guadalajara, Mexico.