2020 was an unprecedented year for many reasons. But looking beyond the global pandemic—the rapid shift to remote work and the creation of fully integrated digital workforces has transformed the workplace forever.
Companies across the world had to rethink the way they work, the processes they use, and the technology that powers it all. This was no easy transition for anyone involved—even early adopters of digital communication solutions.
Unified Communications as a Service (UCaaS) solutions quickly became the go-to choice for companies looking to stay connected, collaborative, and productive in this new remote workplace.
And like most, G12 Communications experienced significant changes, the addition of new team members, explosive growth, and the launch of a dynamic new portfolio of services.
Read on to learn more about what happened at G12 over the last year and what the future holds for our rapidly growing company.
A Milestone Year for Many Reasons
As a company, we have always been positioned to help facilitate the deployment of the new Digital Workplace. What we didn’t expect was a pandemic would hit and push this digital transformation ahead 7-10 years. We saw this as both a challenge and an opportunity to expedite our strategic plan.
So, what did G12 accomplish in 2020?
Record Financial Growth & Customer Acquisition
We had another great year financially. We saw substantial growth in revenue, EBITDA, and free cash flow.
Customer acquisition was a key driver of this growth, with so many companies looking to create a fully integrated digital workforce. We added many new logos across all industries, including enterprise, healthcare, education, government, technology, retail, banking, and financial.
We exceeded all expectations, thanks to explosive growth in our core services and the launch of a new line of services designed specifically around connectivity, remote work, and the digital workplace.
As we continue to grow the company, our focus remains on reinvesting in our people, infrastructure, and the services that make it all possible.
Continued Commitment to Service & Support
Anyone who’s worked with G12 knows how committed we are to providing exceptional service and experiences. We really do go the extra mile for our customers because we are just as invested in their success.
It’s no secret that our technical support teams were busy throughout the year, thanks to the drastic shift to digital solutions. We successfully processed thousands of support tickets while maintaining a high level of customer support.
Despite how busy our support teams were, we still managed to achieve over 95% satisfaction rating with our customers. Our team worked tirelessly, answering most support tickets within one hour. An additional 30%+ support tickets were resolved after the initial contact.
All of these tickets led to our company expanding its support system capabilities, offering enhanced metric reporting for customer support tickets, response times, and customer satisfaction, and an expanded customer knowledgebase.
The engineering team stayed busy too. Some of these new engineering and technology projects included:
- Deploying new server infrastructure to support the launch of our new services
- Upgrading existing infrastructure to support current services
- Expanding on our existing geo-redundant infrastructure to enhance overall network reliability
- Performed critical software upgrades across multiple platforms
- Enhancing security features and processes throughout all systems
- Tightening internal controls and system security features
- Integration of internal systems
- Expanding internal technical documentation
We believe our unwavering commitment to service and support not only improves our internal processes, but will allow us to continue offering best-in-class digital experiences for companies of all sizes.
Launched 4 New Services
The sudden shift to cloud-based digital communications and connectivity services saw increased demand for UCaaS, Direct Routing, SIP Trunking, Microsoft Teams deployment, Contact Center as a Service (CCaaS), and a variety of other collaboration and connectivity solutions.
G12 Communications met this new demand head-on with the launch of four new services, which included:
- Connect to Teams Direct Routing
- Connect to Teams Cloud PBX Integration
- Connect to Teams IP PBX Service
- Cloud Contact Center as a Service
These new services provide our customers with unparalleled quality, functionality, and reliability for the systems they rely on to communicate and collaborate in this new remote world.
The G12 Team Expanded
We continued to hire and add to our talented team of professionals throughout 2020. These talented and experienced additions to our team will allow us to continue to deliver on our most important promises: quality, reliability, and an exceptional customer experience.
G12 in 2021: Putting the Focus on the Digital Workforce
Even though 2021 just started—our team is still as committed to helping companies create digital workforces that have the flexibility and technology to stay connected and collaborative.
Stay tuned in the coming days as we launch our brand new website, complete with our newest services and more.
Are you interested in learning more about how we can help you improve worker flexibility in this new remote work environment? Get in touch with a G12 cloud communications specialist today to see how we can help you reach your collaboration potential.
