SaviLinx

About SaviLinx

SaviLinx operates as a provider of business process outsourcing (BPO) and contact center services, specializing in complex customer interactions. Founded in 2013 by Heather Blease, the company is a woman-owned small business headquartered in Brunswick, Maine, on the site of a former naval air station. Blease, an electrical engineering graduate from the University of Maine, drew upon over 25 years of experience in the contact center industry, including a previous entrepreneurial venture, EnvisioNet, which she started in 1995. The collapse of EnvisioNet, after a major client failed to generate expected call volume, provided critical lessons that shaped SaviLinx's business model, which focuses on more stable, long-term government contracts.

The company's core business revolves around providing outsourced customer service, technical support, and back-office services to a diverse client base that includes federal and state government agencies as well as commercial businesses in sectors like healthcare, insurance, finance, and e-commerce. For its government clients, SaviLinx handles services such as helping military families enroll in health plans, assisting citizens with unemployment benefits and paid family leave programs, and supporting federal student financial aid inquiries. The firm is HUBZone certified, a designation that helps it secure government contracts while also bringing employment to economically disadvantaged communities. Revenue is generated through various pricing models, including payment per call handled, fixed-price contracts, or charges based on the number of customers reached, with flexibility to customize the approach for each client.

SaviLinx utilizes a cloud-based, pay-as-you-go technology infrastructure, a significant shift from the expensive, on-premise hardware required during Blease's first venture. This allows for scalability and efficiency in delivering omnichannel support, integrating AI chatbots, self-service portals, and live agents to manage customer interactions across various platforms. The company provides comprehensive reporting dashboards for clients to track key performance indicators (KPIs) and service level agreements (SLAs). Since 2017, SaviLinx has been consistently named to the Inc. 5000 list of fastest-growing private companies, demonstrating significant revenue growth.