In September, we began our ninth year, alongside NDEX‘s 25th year in business. The partnership has been a cornerstone of our journey, and as we continue to grow, their support and collaboration remain invaluable.
Commercialization and Growth
This year marked a period of renewed momentum for our SAAS service, driven by both existing clients expanding their usage and new opportunities in the market. Among the contributors to this upward trend was that a large enterprise client engaged us to train their offshore teams, further embedding our platform into their operations. In the last quarter, we welcomed several new SAAS clients, ranging from those who had considered us for years to others who signed after a much shorter sales cycle. These developments underscore increasing market acceptance and the alignment of our solutions with client needs.
Our Managed Services business (outsourcing) experienced triple digit expansion. Meeting this demand presented complexities, but through our team’s unrelenting effort and our customers’ partnership, these
challenges became opportunities. As we look ahead to 2025, this trend shows no signs of slowing; for example, an existing enterprise SAAS client is preparing to integrate our managed services option to enhance efficiency across their organization.
To support this expansion, we revisited our tech stack, introducing extensive workflow automation while maintaining a focus on the client experience. We also expanded the team to strengthen our ability to meet demand and scale effectively.
This growth was further bolstered by the addition of new colleagues in sales and marketing. Their expertise, combined with the implementation of a sales and marketing automation platform, will allow us to refine and accelerate our go-to-market approach.
Development and Innovation
Now in its fourth year, the ARTIFFEX Working Group, made up of a cross section of our clients, continues to play a pivotal role in prioritizing our development roadmap. By combining their feedback with deep analysis of client success data, we’ve identified trends, addressed pain points, and aligned our efforts with the evolving needs of our customers. This collaborative approach ensures we deliver relevant and impactful improvements.
Notably, when comparing the last quarter of this year to the same period last year, we observed a 60% decrease in customer requests. This reflects a stronger, more proficient user base, an application that is
easier to adopt, and, as I wrote a few years ago, an evolution toward becoming “even less fragile The rapid growth of managed services (we are one of our biggest users) has further informed our development efforts, providing unique insights into areas where automation and workflow optimization can create meaningful value. These insights, coupled with ongoing feedback, have enhanced our ability to meet the needs of all users effectively.
In parallel, we’ve embraced AI both within our workflows and in the application itself. Early in the new year, we will launch our first large language model (LLM) to improve pattern recognition for activity linking, increasing its accuracy to nearly 100%. This milestone underscores our commitment to ensuring the platform continues to deliver exceptional reliability and value.
Looking Ahead
As I reflect on the past nine years, I take pride in the progress we have made and the foundation we have built for the future. In 2025, we will expand our managed services and SAAS lines, deepen our focus on customer success, and begin to harness AI to refine every aspect of our platform.
Our collaboration with NDEX continues to strengthen our ability to deliver on our goals. This year, we will focus on unifying our offerings into a more cohesive system, amplifying their collective impact and
aligning them with the needs of those we serve.
To our teams—you are the architects of our success. Your work drives what we achieve today and shapes the path forward. Together, with the support of our partners, we are confident that we will seize the opportunities ahead and further solidify our position as leaders in our field.
Sincerely,
Guy