Consistent delivery of service level standards

• At least 98% on-time deposits and delivery of data
• Acknowledgments fulfilled by next business day following data capture
• Data capture accuracy that exceeds 99.2 percent

 ISO 9001:2008 certification

• Only ISO certified response processor in the United States
• Demonstrates solid internal framework for maintaining a Quality Management System
• Annual third-party audit of all quality procedures
• Recertified in 2011
• Reflects better-than-industry quality

To learn more about why ISO certification is important click here

Dedicated Quality Team

• Director of Quality – Responsible for all quality and continuous improvement programs and processes
• Quality Coordinator – Performs regular process audits
• Quality Inspectors – Perform daily inspections on work product

Adherence to stringent SAS70 Type II audit process

• Annual third-party audit of generally accepted accounting practices
• Objectively “tests” internal business processes from receipt of mail through bank deposit
• Final auditor’s report available to clients

To learn more about why SAS70 is important click here

Certified as a Tier 1 processor compliant with Payment Card Industry (PCI) standards

• Provides secure environment for the processing of credit card transactions and handling of related documents and data
• Requires quarterly data scans and regular audits to ensure continuing conformance with PCI standards

To learn more about why PCI standards are important click here

We take the security of our clients’ data, money, and products very seriously. In addition to the above certification compliances, our security measures include:

• Conformance to Merkle Inc.’s Global Information Security Program
• Required security awareness training for all employees
• 24/7 interior and exterior digital security camera recording (60 cameras)
• ID badge/card reader access to building and restricted areas
• Remote alarm monitoring (unauthorized entry and fire)
• Employee background checks (Kroll Corporate Services)
• Contractors and visitors escorted at all times with special time-sensitive identification badges
• Lockers provided for storing jackets, purses, and personal items
• Postal pick-up using company owned and operated vans
• Bank deposits using Check21/Image Cash Letter and bank couriers
• Data encrypted for transmitting via secure FTP site
• Comprehensive insurance that includes: Crime (including Client Data), Errors and Omissions, and $10 million General Liability coverage, plus unique Lloyds of London policy that covers the value of mail that is destroyed based on historical data

Merkle Response has the experience, technology, facilities, staff, secure operations, and commitment to excellence that enables and drives us to provide exceptional service to our clients and their donors every day. We invite you to contact us and discover for yourself why we should be a partner in your success!