Enterprise Workforce Optimisation for the Back Office · Developed market leading Back Office...
Transcript of Enterprise Workforce Optimisation for the Back Office · Developed market leading Back Office...
eg operational intelligence®
Elizabeth Gooch | March 2015
Enterprise Workforce Optimisation for the Back Office
© eg solutions plc
© eg solutions plc 2
eg solutions plc
Enterprise Workforce Optimisation solutions for the Back Office
Operational Management Practice & Accredited Training
Operational Intelligence Software Suite Implementation & Training Services
• Most complete purpose built Back Office WFO Software Suite
• Implementation methodology based on production management techniques
• Fixed cost, fixed timescale and guaranteed benefit implementations with ROI in 6 months
• 20-40% improvement in productivity while improving the end customer experience
Transforming Back Office Operations
Delivering Guaranteed Benefits in Customer Service,
Operational Efficiency & Compliance
Introduction to eg
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Developed market leading
Back Office Workforce
Optimisation product and
pioneered a new technology
market.
About eg
Rapid deployment methodology
providing guaranteed ROI for
global customers. Re-seller
agreement with Aspect software
International blue chip client
base of over 50 major brands;
financial services, outsourcers &
utilities. High client retention
rates and referenceability
Over 100,000 licences
sold throughout the
world. Increasing
recurring revenues with
Managed Cloud Services
$3.0 bn market potential
rapidly emerging with few
competitors
50+ Major brands
100,000+ licences
$3.0bn Market potential
Initial IPO June
2005 to develop
product and
market
Strategic objective to
become the undisputed
global market leader
Introduction to eg
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The Back Office Problem
• Varied, complex and multi-stage processes
• Many input channels
• Variety of new and legacy systems
• High degree of manual interaction despite the investment in technology
• Many locations and varied working patterns
The Requirement: Improve customer service and quality, demonstrate compliance & reduce cost
The Challenge: Achieving these “conflicting variables” with the same or less resources
The Solution: Enterprise Back Office Workforce Optimisation
Back Office Workforce Optimisation
True end-to-end insight and control of the customer experience
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Real-Time Work
Management
• Multi-Channel Transaction Capture • Virtual Queue Creation & Capacity
Planning • Work Prioritisation & Allocation • Intra-process Management • Performance Monitoring • Quality Assurance Service Delivery • Operations • Quality Assurance
Reporting and Analytics
• Performance Reports (Service; Throughput; Productivity; Skills; Quality)
• Performance Scorecards & Dashboards
• End-to-End Process Analytics • Standard; Personalised and
Diagnostic Performance Management and Business Improvement • Operations • MI Teams • Process Improvement Teams
Strategic Planning and
Forecasting
• Forecasting • Resource Scheduling • What-if Modelling • Activity Based Costing • Holiday Planning • Agent Self Service Planning & Forecasting • Strategic Planners • Operations • Centralised Planning • Finance • Marketing
eg operational intelligence®
Unique Functionality
Back Office Workforce Optimisation
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Increasing Regulation
Increasing requirement for greater transparency in all sectors
Technology + Business Transformation
Customer service provision remains a people intensive business
Improving Economies
Companies remain cost conscious
£
Controlling workforce costs and increasing transparency are key business objectives throughout the world - major consultancies building £50m Workforce Optimisation practices in response to this demand
Saturated Markets
Retain customers with improved service and increase profitability.
High Growth Markets
Remain competitive and avoid the problems of the past
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Market Opportunity Global Workforce Management Drivers
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$3.4bn Back Office WFO
Addressable Market
$500m Growth rate c.20%
with projected annual revenue of $500m by
2018
*Research by Leading WFO Analyst, Donna Fluss, President of DMG Consulting:
2 Only two vendors really specialise in Back Office WFO:
eg & Verint
eg has the “most complete purpose built back office optimisation product available” *
• Five key players in Back Office WFO: Verint, Nice, Aspect/eg, Genesys, AOMi
• No player has more than £25m turnover per annum currently
• eg winning deals with product leadership & domain expertise: Citi, =LV
WFO Industry and Competitive Trends Market Opportunity
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£3m
Investing to Grow
• Strengthen our balance sheet to get the best possible deals
• Accommodate the sales cycle & payment terms of bigger companies
• Ensure growth is not restricted by available cash & bank covenants
£1.0m Working Capital
• Continue to invest to remain market leader
• Complete Forecasting module
• Accelerate mobile & social developments
£0.5m Product Development
• We are a “well kept secret”, need a greater share of voice and to be recognised as the thought leader
• Develop pipeline in new verticals & territories
£0.5m Marketing/Communication
• Build the leadership team of a business of scale
• Increase Sales & Delivery teams to achieve global growth forecast and secure recurring revenues
• If sales stretch we won’t need to cut resources
£1.0m Management & Sales
Placing raised £3.0m net to accelerate growth, maintain technological edge &
secure market leadership
Placing Overview
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Introduction to eg Preliminary Results FY 2014/15
New contract wins from new and existing customers include Telecoms, Utilities and Local Government
Order Book including 69% increase in Recurring Revenue
Strong balance sheet
£15.4m
£4.3m
10 Significant increase in all key financial metrics:
• Adj.EBITDA to £1.3m from loss of (£0.5m)
• Operating Profit £0.5m from loss of (£1.48m)
• Cash from operations £1.7m from (£0.4m)
Increase in Revenues on prior year to £7.5m
69%
Increase in licences sold to 100,000+ users throughout the world
20%
Following £3.0m (net) fund raise
Cash
Strong Board & Management Team Duncan McIntyre - Chairman
John Brougham - Chairman Audit Committee
Mark Brady - Chairman RemCo
Elizabeth Gooch - Chief Executive Officer
Jonathan Kay - Chief Financial Officer
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Current Trading & Financials Transforming our Financial Performance
Investing for Growth
Financial Year Ending 31 January
2010 2011 2012 2013 2014 2015
Revenue 4150 5148 4714 4951 4456 7542
Gross Margin % 69.8% 70.8% 73.8% 64.8% 65.1% 70%
Adj EBITDA 478 899 829 410 (502) 1,263
Adj EBITDA % 12 17 18 8 (11) 17
PBT 99 355 146 (458) (1479) 407
Acquisition & integration of
XTAQ Ltd.
Investment in global
customers 2012 - 2014
Investment in: • Aspect Reseller • Expanded delivery team • Changing Revenue Model • Increased Sales Team & Executive
69% growth in sales
Investing in product & market development
£407k PBT £1.3m EBITDA
New Board & Management
Team
£1.7m cash from operations
Capitalising on the investments
made
Acquired Xtaq product, client list and pilot
projects
Pilot projects with global enterprise customers
Aspect Reseller providing
global distribution
channel
Increased Delivery Team
to support Global
Deployments
Cloud Services product to increase recurring
revenues & visibility
Increased Sales &
Marketing to seize the market
opportunity
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Changing Revenue Model Current Trading & Financials
Migration of revenues from 72% one-time services
to 76% product with 50% recurring fees*
29%
increase in
recurring
fees in 2013
36%
increase in
recurring
fees in 2014
Growing revenues for the
future with repeat and
recurring hosting contracts
+29% +36%
£15.4m Order book over next four years
76%
69% increase
in recurring
fees in 2015
(YTD)
+69%
2009 2010 2011 2012 2013 2014 2015
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Product Development
Strategic objective is to maintain product leadership and develop/enhance products to meet the digital needs of global enterprise customers
New Product Launches in 2015
• Strategic Planning & Forecasting
• eg mobile™ to support the ‘virtual back office’
Merge business and personal technology to improve
performance and exploit digital literacy of millennials
Social
The rule not the exception. Enable and efficiently allocate the mobile workforce and evaluate their performance
Mobile
The analytics game is flipping from historical reporting to
predictive analytics embedded within solutions
Information
First for some but an option for most - cloud, on-premise & hybrid deployment options
Cloud
Source: Gartner Nexus of Forces. All statements in this report
attributable to Gartner represent eg’s interpretation of data, research opinion
or viewpoints published as part of a syndicated subscription service by Gartner, Inc., and have not been
reviewed by Gartner. Each Gartner publication speaks as of its original publication date (and not as of the
date of this presentation. The opinions expressed in Gartner publications are
not representations of fact, and are subject to change without notice.
Product Development
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Current Trading and Outlook Current Trading & Financials
Strong platform for growth
• Leading Back Office Workforce
Optimisation product
• Successful global enterprise
customers looking to expand usage
• Strategic partnership in place with
global market presence
1 2 3
Increased investment in
direct & partner channels
• Increased eg sales &
marketing teams
• Combined pipeline of £36m
Direct and Aspect partner
opportunities (2014:24m)
Now need to exploit this
position to achieve growth in
revenues and profits
Additional capital raised to:
• Increase investment in Sales and
Marketing
• Maintain product development
• Provide the balance sheet required
for major enterprise deals.
£36m pipeline
eg operational intelligence®
Elizabeth Gooch | March 2015
Enterprise Workforce Optimisation for the Back Office
© eg solutions plc