Company: Jive Communications, Inc., Orem, UT USA
Nomination Category: Employer of the Year - Telecommunications
Employer of the Year Essay: Text Redacted for Publication
Why Jive is a great place to work
In Jive’s early years, we rented a few hundred square feet in a small building in Orem, Utah, that felt a lot like your parent’s basement—family and chores included. Today, we’ve surpassed 500 employees (with a hundred more on the radar by the end of the year), made six acquisitions, gone from one to 11 datacenters, and expanded to 32 sales offices. Since 2016 alone, we’ve hired over 100 employees, and introduced multiple new applications and tools–Jive Safety Suite, Jive Business Continuity, Mobile 2.0, and Real-Time Partner Quoting and Account Activation. And through all of this, we’ve maintained that intimate startup feel and culture.
Jive has built its NPS and retention significantly since the beginning of 2016. In January, our NPS score was a sad “-5”, and retention was at a respectable 87%. Today, we have improved by great strides. Forbes wrote in a recent article, “The industry they are in, telecommunications, is not known for its stellar customer service. So, it’s impressive that Jive’s customer service earns them 98% retention with their customers. Their NPS score is excellent at 68, putting them in a class with other customer service superstars such as Apple with an NPS score of 72, Amazon at 69, and Netflix at 68. And, compared to their main competition, whose scores are at 16 and 30, Jive is a rock star.”
Happy customers make for happy employees, and vice versa. Jive has seen such marvellous growth in thanks to its positive workplace environment. Monthly “town hall” meetings, yearly goals, and various bimonthly activities and events help unify the company and our mission, and keep employees focused and excited for what’s to come.
Accomplishments since 2016
-Gained 73 NPS points Retention is up 11% (to 98%) Jive Mobile 2.0 released
-Launched real-time partner quoting and account activation Kicked off Jive Safety Suite for K-12
-Launched Jive Business Continuity
-Was ranked in the top 3 most popular VoIP providers by AeroCom Inc.
-Jive Voice is among the top 5 for the 2017 Reviewer’s Choice for Small Business Phone Software.