A company that runs a customer service center in Martinsville is expanding and plans to add about 100 additional jobs.
Faneuil, Inc. already operates a virtual "welcome center" in Martinsville for Dominion Virginia Power customers. In an expansion announced Wednesday morning, Faneuil said it will expand its facility at the Commonwealth Centre and bring on new clients in the transportation, utility and healthcare industries.
Here is the complete news release from Martinsville-Henry County Economic Development:
Martinsville, VA (January 23, 2013) –Faneuil, Inc., has announced the expansion of its partnership with the City of Martinsville and the Martinsville-Henry County Economic Development Corporation, signified by the company’s investment of an additional $1 million in capital improvements and the creation of 100 new jobs for local residents.
A nationally recognized leader in technology-enabled in-person and automated service delivery, Faneuil [FAN-yuhl] provides business processing solutions for an extensive client portfolio that includes both commercial and government entities. Utilizing advanced applications and a team of more than 3,300 service professionals, Faneuil delivers broad outsourcing support to several complex, highly regulated industries ranging from transportation, utilities, government services, and healthcare, totechnology services, education and financial services. Headquartered in Hampton Roads, Faneuil is a wholly-owned subsidiary of Harland Clarke Holdings Corporation, Inc.
Faneuil’s business operations in Martinsville, which are based in The Clocktower at Commonwealth Centre, were initially established in April 2010 when the company announced the opening of a $2.4 million facility to serve as a virtual “Welcome Center” for customers of Dominion Virginia Power, a Faneuil business client. The Martinsville “Welcome Center” was the first initiative of its kind in the utility industry, assisting customers with utility connections, disconnections and transfers; documenting reports of outages and other emergencies, escalating those notifications when necessary; and responding to inquiries regarding bills, payment plans, e-billing, etc. The world class center incorporates state of the art technology to enhance customer satisfaction, with an emphasis on first call resolution. Faneuil further broadened its presence in Virginia less than a year later by opening a second customer care center on behalf of Dominion Virginia Power in South Boston. Together, the two centers assist 2.4 million customers and process more than 3 million transactions annually.
In Phase 2, which is expected to be completed in January 2013, Faneuil is investing an additional $1 million to renovate 12,800 square feet on the Centre’s fourth floor in collaboration with the Martinsville-based Lester Group to support new client programs in the transportation, utility, and healthcare industries. The company also anticipates hiring an additional 100 employees to provide customer care for those new client programs.
“Building on the highly successful partnership we initially began three years ago with Dominion Virginia Power, we are pleased to be able to further expand our relationship with the City of Martinsville and the Martinsville-Henry County Economic Development Corporation to provide additional employment opportunities for qualified area residents,” noted Faneuil President and CEO Anna M. Van Buren.
“Though Faneuil has a national footprint, its corporate offices are here in Virginia, so it’s especially exciting for us to be able to expand our presence right here in our home state,” she added.
“Faneuil’s success in Martinsville is a great story,” said Mark Heath, president of the Martinsville-Henry County Economic Development Corporation. “The substantial investment from the Lester Group to renovate the former Tultex facility was used to attract a new business from outside the community. The announcement today is another example of how investments of this type continue to make a difference as local companies expand and grow their businesses in Martinsville-Henry County. We are grateful to the Lester Group for their strong sense of community pride and support, and we appreciate Faneuil’s continued commitment and confidence in our area.”
“Faneuil’s decision to expand in the City of Martinsville and hire an additional 100 employees reaffirms that we have a talented workforce and a highly responsive team of professionals in the City and EDC,” noted Interim City Manager Leon Towarnicki. “It is exciting to see continued investment in our community, particularly in existing buildings, and to see innovative and adaptive re-uses occurring. Slowly but surely, the combined efforts of both the public and private sectors are making a significant impact in moving our community forward.”