JONATHAN SHROYER- THE MAN WITH SERVICES RUNNING IN HIS DNA!
BRINGS ON UNPARALLELED CUSTOMER SERVICE WITH OFFICIUM LABS
With an aim to shake up and redefine the CX industry, Shroyer helps companies to offer best-in-class customer experience by bringing in innovative ideas!
Offering impeccable customer service is an integral part of every company goal. When done right, it can reward the company with maximum benefits. In order to improve customer retention, companies must focus on enhanced customer experience. And here steps in the Officium Labs. A decentralized network run by innovators and thought leaders, Officium Labs has brought a paradigm shift in the CX industry.
Under the prominent leadership of Jonathan Shroyer, the CEO, and founder of Officium Labs, the two-year-old startup has helped numerous companies improve their customer service exponentially. Officium Labs has literally become “The Future of Service.”
Mr. Shroyer believes that serving others runs in his DNA. He has worked with reputed enterprises like Symantec, Microsoft, and Convergys. In the next phase, he further upgraded his career and collaborated with SMB and startups such as Kabam, Forte, and Postmates. This phase was more like a trial-and-error method for Shroyer as he was experimenting with his idea of “Future of Service.” The third phase saw him founding the highly innovative Officium. Jonathan, a doting father, and caring husband, dreamt of bringing to the table “the Future of Service,” and Officium was the medium that helped him convert this dream into reality.
OFFICIUM LABS: THE JOURNEY SO FAR!
With a dream of shaking up the entire CX industry, Jonathan Shroyer launched Officium Labs with a $150k loan. At that time, the team comprised of mere four people. Officium Labs started with just two clients, and in two years, it has worked for multiple renowned brands in different industries such as healthcare, gaming, retail, financial services, etc. In just four months, the startup hit $1M in gross revenue. By this time, three more team members had joined the startup. August 2020 was a memorable month for Jonathan as Officium Labs finally hit $5M in gross revenue. Finally, in July 2021, the team of 31 members celebrated their 2nd Anniversary with a remarkable $10M gross revenue.
FUTURE PLANS AND GOALS FOR OFFICIUM LABS
CEO and founder Jonathan Shroyer envisions the idea of a “decentralized world as the future of work.” He wishes to come up with remarkable service roles that can enhance economic opportunity.
Jonathan always tries to inspire others towards this cause. He makes sure that whatever he does, he helps Officium as well as other companies to accomplish the goal of a decentralized world with improved and enhanced services.
OBSTACLES AND HINDRANCES WHICH MADE THE JOURNEY NOT SO SMOOTH
The initial days were full of uncertainties. Officium did not have enough funds. No one wanted to trust their time and money on a startup. Also, the team was quite small. With just a $150K loan and a small team of 4 dedicated members, Officium Labs started its journey with the aim of transforming the CX industry. They continued with the testing of their innovative services and products in the market. Despite the hurdles and hindrances, neither Shroyer nor his team gave up on their dream. The journey indeed was strenuous, and with each passing day, it was getting tougher. Lack of funds, talent, and brand credibility was impacting their growth. Yet, with sheer determination and hard work, Officium Labs is now a successful enterprise with $10M gross revenue, and this milestone has been achieved in mere two years.
A MINOR CHANGE IN PLAN!
Shroyer is a man of purposeful growth, and he strives to be the best by practicing again and again. But to err is human, and thus Shroyer too once tried conventional sales for Officium Labs. Although in the initial six months, it was his different approach to sales that was refreshing to the market, doing traditional sales did not bring in what Shroyer expected. Soon, he gave up on the decision and “adjusted to my original approach.” This has resulted in tremendous success for the company. Jonathan is a staunch follower of the legendary Nelson Mandela and thus follows his ideal – “to win or learn.”
JONATHAN SHROYER – “THE FAMILY MAN!”
Jonathan is a doting father to his newborn baby boy, Andersen. He has taken paternity leave and is making the most out of this free time to spend some quality moments with his wife and child. Personally, he enjoys fitness and loves playing basketball and running. Also, he considers himself a nerd and prefers binge-watching Sci-Fi series. His Netflix history is replete with all the Sci-fi based web shows. Two of his much-loved shows are Stargate and Star Trek. Also, he loves exploring new places and has been to over twenty countries with his better half.
DRESS UP TO IMPRESS!
The CEO indeed prefers to dress up and show up on important occasions. But on normal days, one can see him flaunting his charm in casual attires like a hoodie and his favorite Officium hat.
ALTERATIONS AND UPHEAVALS IN THE INDUSTRY AS EXPERIENCED IN THESE TWO LONG YEARS
One of the major alterations, according to Shroyer, is a shift in consumer behavior. In the last two decades, consumers have shown a paradigm shift in the services they expect. But, the BPOs and companies are not capable enough to keep pace with this highly dynamic nature of consumer behavior.
As per the reports of Sarv.com, the majority of the companies lose about $339B every year, and the sole reason behind this catastrophe is poor customer experiences. Thus, it is quite evident that the services industry badly needs a herculean change, which Officium Labs has initiated already. It is working every day to bring forth the Future of Service in order to help companies retaining their precious customers as well as enhance customer lifetime value.
EVOLUTION OF OFFICIUM LABS WHILE MATCHING UP WITH THE ONGOING TRENDS
Officium Labs has never been afraid to take leaps of faith. Their process of evolution involves some intelligent risks. The team loves taking chances and also is practical enough to accept the loss and learn from the same. Shroyer feels that most of the companies out there are afraid of taking risks, and that is what stops them from accomplishing their goals and targets. He believes that “over time people will feel great about trying things that will succeed or will be learning experiences and treat the outcome of both with equal enthusiasm.” He goes on to say that “When you are building a business, you must evolve, try things out, and then identify where the market and your offerings are a match.”
Jonathan himself is excited about the launch of the new CX lab in San Francisco towards the end of this year. He feels that the location is apt for his company’s goals and purposesand will be a great value to the CX industry.
THE BIGGEST ASSET FOR OFFICIUM LABS
Jonathan Shroyer, the CEO, and founder believes that the people of Officium Labs are the biggest asset for the company. He considers the workforce as the keystone of growth and success for the company. Along with his all-star team, Shroyer has been able to build up a great work culture that evolves with the passage of time and is a difference maker in keeping our clients happy.
THE MOST DIFFICULT TASK IN LEADERSHIP
According to Shroyer, managing time is the most difficult part of being in a leadership position. Almost all the leaders out there are highly capable, knowledgeable, smart, and highly dedicated to their purpose. What makes them successful is their ability to use time for the biggest personal and professional impact.
JONATHAN SHROYER-THE ULTIMATE SUCCESSFUL LEADER FOR OFFICIUM LABS
Shroyer has firm faith in himself as well as his people. Moreover, he believes in the vision of the company. This faith, in his own words, helps in making “the great days awesome and the tougher days bearable.”
THE MOST IMPACTFUL DECISIONS MADE BY THE CEO
Shroyer, the CEO, believes that hiring talented and capable people is one of the most impactful decisions that he makes for Officium Labs. He believes in his people and offers quality leadership. He uses his experience and knowledge to hire the smartest people and train and guide them so that they can build a vision that disrupts the market and creates the “Future of Service”
SECRET METHOD TO SOURCE INNOVATIVE AND CREATIVE IDEAS FOR OFFICIUM LABS!
There is no place for failure in Officium Labs. The team in Officium Labs either win, or they learn from their loss. But they do not get defeated at any cost. Shroyer, along with Scott, set out on this unique yet beautiful journey where they followed the ideal of Nelson Mandela and thereby imbibed the idea – “to win or learn.”
Jonathan goes on to say that “most times people are falling, not failing. When you fall, you learn, and you get back up and keep going. It is rare anyone truly fails or causes undue harm to the business. So, it is best for them never to feel that they do.”
Jonathan feels that some of the most creative and greatest ideas come from within the most unexpected corners of the company. “Sometimes it is me, sometimes it is a frontline team member, it might be a director the next time.” Thus, the key to sourcing the best ideas is to listen to everyone with patience, take deliberate decisions, and keep experimenting.
THE BIGGEST RISK TAKEN BY JONATHAN EVER IN LIFE
Surprisingly enough, this time, the answer is not related to his brainchild Officium Labs. Rather, his embracing the idea of parenthood and commencing on a new journey along with his wife is the biggest risk Jonathan has ever taken in life. They had no experience in parenting and together decided
“to take a risk and bring a kiddo into the family and help them succeed in the world.”
The second biggest risk for him is starting Officium on a minimal loan. At that time, he had no idea about the revenue that Officium would be fetching in just two years. No matter what the situation is, Jonathan prefers to stay optimistic, and he keeps learning at all stages.
A FEW WORDS OF ADVICE FOR SOMEONE WHO IS STEPPING INTO THE WORLD OF LEADERSHIP FOR THE VERY FIRST TIME
Jonathan urges everyone to remember that leadership is a journey. No one will ever do anything which is completely fatalistic in nature and incorrigible. During the journey, one should accumulate all his experiences and learn from them. But to be consumed completely by the learning experiences is wrong. Shroyer believes in the philosophy of “learn and move on.” In a matter of 20 years, one can become a better leader if he/she experiments, learns, and moves on.
CORE VALUE -THE MOST SIGNIFICANT COMPONENT OF OFFICIUM LABS
According to Jonathan Shroyer, core values are the most important component for his organization. Vision and mission are the two supporting pillars that can evolve gradually as per the market demands. Core values, on the other hand, are significant as they are responsible for the company’s culture as well as the long-term success of the company. They also impact the decision-making for Officium Labs.
THE CORE VALUES – THE GUIDING PRINCIPLES OF OFFICIUM LABS
- BRINGING DELIGHT TO THE CUSTOMERS: Officium Labs define their winning moments or loss based on how much delight they are capable of bringing to their clients.
- BEING DELIBERATE: Officium Labs is highly deliberate and pragmatic in making decisions.
- DRIVEN BY NEVER-ENDING CURIOSITY: Officium Labs has always been driven by curiosity. The entire team is open to learning and are seekers of new and creative ideas.
- TEAMWORK: Together as a team, Officium Labs deliver the best. They always prioritize the clients and the company.
- IDEA OF INCLUSION: Officium Labs believes in mutual respect and equality, and the same gets reflected among the team members.
- SHARED PROSPERITY: The company believes in mutual growth. It shares its success as a company with its communities and clients.
OFFICIUM LABS ALWAYS ADHERE TO THE CORE VALUES AS A TEAM
These core values had been designed and developed by the team Officium together. And even today, when someone sets up a precedent, the team celebrates his/her achievement together. Core values keep the entire team grounded. They remind the team members every now and then as to why did they commence on this journey in the first place.
A PIECE OF ADVICE FOR SOMEONE WHO WISHES TO SET OFF IN A SIMILAR DIRECTION
In his 20s, Jonathan came across a mentor who taught him to “listen to those have walked the path, observe those you deem great, and then find the path that best fits you.” That’s exactly what Jonathan preaches to all the newcomers.
FEW WORDS OF MOTIVATION FOR THE READERS
Shroyer encourages everyone to be a lifetime learner. He wants people to be humble, kind, thoughtful, and smart. He believes that everyone needs to discover his/her passion and find a purpose in life. In his opinion, it is extremely important to be highly diligent and serve as an industrious steward for the world.
