Officium Labs Help Brands to Deliver Exceptional Customer Experience

“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.”

~Steve Jobs, Founder of Apple

It is imperative to know your customers’ requirements deeply prior to providing them impeccable customer service. Customers’ satisfaction matters the most as it plays a vital role in leveraging your brand’s reputation. What your customers say and feel about your business has a tremendous potential to turn on more customers or lose the existing ones too. On the same notion, Officium Labs came into existence with a purpose to help brands deliver exceptional customer experiences. 

Jonathan Shroyer, the CEO & Co-Founder of Officium Labs, had put phenomenal efforts round the clock to make it a successful brand. 

About the Company

Set up 2 yrs before, Officium Labs is a startup that was incubated to disrupt and reimagine customer service and experience. 

Jonathan Shroyer says, “We believe all customer engagements have the potential to drive future revenue and protect existing revenue. To this end, we invented the ServiceStack to enable all brands and their customers to be part of the future of service, the next service revolution.”

With a team of highly skilled professionals, Officium Labs creates incredible customer experiences through “Connect, Transform, and Innovate” brands.

“Connect” is a network of on-demand, best-in-class customer service resources. They bring great people together with great brands to achieve outstanding service even during peak volume spikes. 

“Transform”  brings a unique CX methodology to life through consulting, coaching, training, and award-winning Foundational Services Workshop. 

“Innovate” is a technology platform that helps companies achieve enhanced results by using analytics and operational tools.

The Biggest Strength

Employees are the most important building blocks of any organization. Without their support and efforts, you can never grow your empire.  

Officium Labs considers its people their biggest strength. Their valuable insights, enriching experience, passion, and innovative capabilities have acted as catalysts to make it one of the leading brands.

The CEO states, “ Apart from this, the other strength is what we bring to the table. A new, fresh, and inventive approach helps companies to transform from a cost-focused service center into a profit-focused customer ambassador team.”

At present, they have more than 22 clients to whom they can provide immense bottom line and engagement value too.  “The more brands that trust us with their customers, engagements, and brand, the more credible we become and the more we can help others become part of the future of service.”

The Core Values

If you want to take your business to the next level, you need to create values that you can follow whole-heartedly throughout. Officium’s values guide their mission and vision towards success for the company and retaining more customers. Their core values are listed below:

1. Delighting the Customer: We win or lose based on the client’s happiness.
2. Deliberate: We are deliberate and pragmatic in decision making.
3. Constant Curiosity: We are voracious learners who are open to new ideas.
4. Teamwork: We do what is best for the company and our clients rather than what is best for ourselves.
5. Inclusion: Equality and Mutual Respect are the keystones of our company.
6. Shared Prosperity: Our success is shared as a company with our clients and our communities.

So, these are the values that keep the Company moving and achieving the best in the entrepreneurial space. Create values that resonate with your integrity and principles.

The One Who has inspired

There are some personalities that leave an everlasting impact on us and encourage us to excel in life. They can be from any profession or industry, but their attitude towards life and success is something to learn and follow. 

Jonathan Shroyer  as an observationalist learner often pays attention to what people do or what he reads about what they do. This made him learn the type of leader or person he envisions to become. 

When he researched about Nelson Mandela, Jonathan Shoyer learnt from him how to overcome challenges and help people selflessly. The three most important personality traits that Mandela had were resilience, grit, and vision, which inspired Jonathan to a great extent. 

In the Future

Officium’s main purpose is to serve or to help, which is the company’s core mission. They help service leaders to both generate and protect revenue through a  unique ServiceStack™ approach. By correlating the impacts of great service to the impact on the organizations’ financial performance, they are able to demonstrate the strategic role that CX plays. The bottom line is that happy customers spend more, stay loyal longer, and help to bring new customers your way. 

Over the last 2 years, they have proven 15 times that CXAAS (customer  experience as a service) drives savings to the bottom line and protects top line  growth. 

A few ServiceStack client wins:

• Client 1 : WFM saves 24% in BPO spend
• Client 2: White Glove MVP protects $5M
• Client 3: Agent AI assist decreases BPO spend by 25%
• Client 4: Connect Burst scaled 100 resources in a few weeks to meet volume  demand
• Client 5: CXAAS transformation drives 55% increase in customer satisfaction.

The CEO states, “We will see where serving and helping takes us.  It is possible we are a unicorn one day, but we tend not to think about such things, we focus on our clients and people.”

With a constant expansion, they are  providing new and different ways to clients to better understand their business success and maturity. Below is our new maturity model for CX  Leaders. 

Recently they acquired Spreadsheet Scheduler and have added it to the  WorkForward family of products, which helps companies dynamically staff  and ensure customer demand matches worker supply. It drives cost  savings and increases in customer satisfaction.

Lastly, they have proven that their White Glove customer service account  management teams can protect millions in revenue and help some companies to create new revenue, check out their Client Case study here. They are super excited to  expand this to new customers in the next year. 

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