Boxxe, a provider of hardware, software, and managed IT services, has launched its new brand and vision, championing a people-first approach across every aspect of their business.
In a world where technology can sometimes feel impersonal and disconnected, boxxe is on a mission to make tech human. After conducting market research last year, boxxe uncovered concerning evidence of a lack of customer centricity in the market and low overall customer satisfaction.
They discovered that only 19.5% of customers surveyed felt IT resellers were willing to work with them to resolve issues, whilst only 26.7% of customers said they were happy with the efficiency of communication. As a result, only 38.6% said they were satisfied with the customer service they received. Further down the sales funnel, they found few respondents became repeat customers – with less than 50% intended to repurchase from the same reseller.
Referencing the research, boxxe’s CRO Jorden Jones says that “the problem is clear across the market – customer isn’t key. boxxe’s rebrand isn’t just a new logo and colour palette – our new brand values underpin how we’re going to solve this problem… By putting customers at the heart of everything we do, understanding the challenges customers face, nurturing meaningful relationships, and working together with customers and partners to deliver the right solutions. Our brand values reflect the culture at boxxe and what makes us different – what makes us human.”
In a crowded marketplace full of far-from-satisfied customers, boxxe has identified a way to better meet customer needs and lead the disruption of a seemingly complacent market – by positioning themselves as wholly customer centric resellers. So, although 64% of existing customers said they are willing to recommend boxxe (the highest score amongst the competitor set surveyed) boxxe says there is still more to be done and are not resting on their laurels – when it comes to customer satisfaction there’s no room for complacency, or indeed stagnation, in the reseller marketplace.
“Our rebrand reflects our commitment to care for our customers, our people and the planet,” says Phil Doye, CEO at boxxe. “At the heart of who we are is our conviction that we must make life better with tech. We’re galvanising our teams around our new vision and values, ensuring they live and breathe these across everything they do. This includes our commitment to protecting the environment and giving back to the wider communities of which we are a part.”
The ‘boxxe Community’ stands as a powerful force for good, driving positive impacts for people, communities, and the planet. boxxe actively encourages its team to use 5% of their annual working hours for charity and pro bono work. That’s 11.5 community days per year! Boxxe is also involved in supporting initiatives through partnerships with organisations like York Cares and The Charity IT Association (CITA). With their community-orientated focus, boxxe are not only empowering employees to make a difference in ways that resonate with their passions and skills, but also those in the local community.
Huw Paisley, managing director at Mammoth, the creative agency behind the rebrand, explains the thinking: “Working in collaboration with the super-engaged boxxe team, we’ve translated our vision – ‘making tech human’ – into a new brand campaign which showcases boxxe’s collective personality by injecting some humour, thus enabling the business to stand out from the sea of sameness. Through boxxe, tech is a simply a means to connect, empower and uplift people, allowing them to be the best version of themselves – at work and beyond.”
Boxxe’s rebrand comes with the commitment to make tech human and improve human lives through technology. It reflects their values of collaboration and community-driven progress, enabling businesses to stand out, and thrive, in a tech-powered world.