Many Difficulties and Struggles - Technical Support Crexendo Employee Review

Unfortunately, working for Crexendo does come with many downsides and pain points. These boil down into five major areas: -Inter-department politics and drama. -Poor communication, coordination, and systems for acquiring new customers. -Lack of structure for reviews, feedback, and growth. -Inferior benefits. -Lack of innovation and improvement to the product. As mentioned above, I’ve made friendships in the last few years that have changed my life and I love my coworkers. However, there’s often an atmosphere of hostility due to upper management/department heads sparring over office politics. These disputes are often about the company and how different departments work and interact with each other. This results in a constant tug-of-war work dynamic between the departments, and the occasional yelling match is not uncommon from certain individuals. This friction originates from a bigger problem; poor coordination and communication between the departments within Crexendo. This is especially apparent with the process of signing new customers. Sales will consistently upsell and close deals that Crexendo can't actually support from a technical standpoint. This leads to many unhappy customers as they’re given expectations that aren’t true. This happens almost every single day and has been increasing in frequency in the past few months. This is also causing many employees to feel that the company is only in business to SELL a product quickly and not support it. Being in technical support, you can see how this gets extremely frustrating. Additionally it can be really hard getting feedback and general review for the work that you do from management. If you’re the kind of person that needs positive reinforcement, you might have a problem here. Many departments take the stance of “You’re doing fine until the manager comes to talk to you”. Raises and reviews also fall under this category, as all feedback and potential increase in compensation always need to be asked for (usually over and over again before management takes notice). It would be really helpful (and improve morale) to set reviews every 6 months or a year, and also set expectations and standards for the company reviewing increases in pay. This leads to the next point, which is the benefits themselves. Depending on the position, starting pay is low compared to the industry standard. Many employees are also frustrated with the other benefits offered (like healthcare insurance, dental, etc.) as these are sub-par compared to similar companies and what they offer. Lastly, one of the biggest problems Crexendo has is lack of innovation and improvement when it comes to their product. The phone system itself is outdated and clunky. While the engineering and programming teams do roll out updates and improvements, these are extremely slow to actually come out. Often times customers will be waiting months for an update to phone problems that shouldn’t have been problems in the first place (if they had a more up to date system). Sometimes it even feels like the company itself just doesn’t want to improve or grow the product or technology, which is very frustrating. All of these problems culminate into a feeling of having very little faith in management and the company in general. Working here has made it clear that upper management does not have the skills, talents, even drive to move the company toward positive growth.