By Vanessa Williams, SVP, Operations & Partnerships
Earlier this year, we shared several updates about the challenges we were facing with processing times and what we were doing to address them. We know those delays were frustrating, and we appreciated your patience as our teams worked through them.
We also felt it was important to keep you informed, so I wanted to circle back with some good news about the progress we’ve made.
Over the past several months, our teams have worked hard to turn things around. We’ve added staff, upgraded equipment, and made changes to how we process cards. And we’re starting to see those efforts pay off in a big way.
More Cards Processed, Faster Turnaround Times
One of the biggest improvements has been our ability to process more cards each week.
We’re now scanning 34% more customer cards per week, helping us keep up with incoming submissions and get more cards through the system.
Just as importantly, we’re completing most cards ahead of schedule. Here’s a look at where things stand today:
- Standard: 59% of cards are completed at least two weeks early.
- Elite: 87% of cards are completed at least one week early.
- Select: 67% of cards are completed at least one week early.
These are improvements we’re proud of, especially considering where we were earlier this year.
And while the numbers tell part of the story, what matters most is what they mean for you: less waiting, more predictable processing times, and getting your cards listed and available for sale sooner.
Of course, not every submission will finish early, and there’s still room for improvement. But we’re encouraged by the progress and are working to make sure it lasts.
Improvements Beyond Processing Speed
We’ve also heard your feedback about scan quality, and we’ve made improvements there, too.
We’re continuing to invest in better card imaging and other improvements that make buying and selling on COMC easier. It’s another area where your feedback has helped us focus on what matters to collectors.
We’re also making real progress in Customer Support. Earlier this year, we committed to providing faster responses and resolving issues more quickly. Since March, we’ve seen some significant improvements:
- Average resolution time has dropped from about 12 days to less than one day.
- 92% of support requests are now resolved within seven days, up from 37% in March.
- Requests waiting more than a week have decreased by 85%, helping us catch up on older issues and keep new ones moving.
For customers, that means less waiting and getting answers and solutions sooner. We know some issues still take longer than they should, and we’re continuing to work on faster responses, better communication, and a more consistent support experience.
To that end, we’ve launched updates.comc.com as a way to make it easier for customers to stay informed about service updates, ongoing issues, and the improvements we’re making to their COMC experience.
Looking Ahead
While we’re happy with how far we’ve come, we know the work isn’t finished.
The hobby continues to grow, and we want COMC to grow with it. That means continuing to invest in our people, equipment, and processes so we can handle more cards while delivering the level of service you expect from us.
I also want to recognize the COMC team members who have worked incredibly hard behind the scenes to make these improvements possible. Their dedication has made a real difference, and I’m grateful for everything they’ve done.
And to our customers, thank you. Thank you for sticking with us through the challenges earlier this year, for sharing your feedback, and for giving us the opportunity to keep earning your trust.
We’re proud of the progress we’ve made, and we’re looking forward to building on it.
Vanessa Williams
SVP, Operations & Partnerships
COMC