eptica's pitch
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OLIVIER NJAMFAPresident & CEO95 bis rue de Bellevue92100 Boulogne-Billancourt+33 (0)1 47 12 68 [email protected]
Multi-channel, Multi-language Web Customer Service
Listen to the voice of your customers:“I want good service whichever channel I contact you through.”
COMPANY PROFILE
• 280 deployments worldwide
Eptica Partners: Capita, Venda, Atos, Capgemini, Business Decision, Sopra, Orange Business Service, Callmedia
Eptica value proposition Increase online conversions:
sales, application form completion
Improve customer experience:accurate, consistent & timely responses
Reduce operational expenditure:optimising the use of online channels and improving agent productivity
The Company• Leading provider of Multi-channel, Multi-language Customer Interaction solutions via Web Self-Service,
Email, Chat, Telephone, Fax, Letter, SMS• 280+ references in 14 countries• 26 languages, including Chinese, Korean and Arabic• Eptica ranked on the Deloitte Technology Fast 500 EMEA for 2007, 2008 and 2009• Gartner recognises Eptica in Magic Quadrant 2010 for Web Customer Service
Funds raised to date: 5M€
Investors : • Credit Agricole Private Equity• XAnge
Revenues : • Projected 4.7 to 5M€ in 2010 • Profitable since 2009.
COMPANY PROFILE
SOLUTION OVERVIEW
Goal: High quality customer service & lowest operating cost
High cost High volume Low control
Migrate calls Improve customer experience
Low cost High control Reduced transaction times Align workflow to business processes Capture customer insight
Online customer service
Phonechannel
Reduce calls
Migrate contact through online
channels
• Web Self-service
• Communities• Email
SOLUTION OVERVIEW
MANY customers using SOCIAL MEDIA and MULTI CHANNEL to be connected to MANY people in the enterprise
COMPETITIVE ANALYSIS: COMPETITORS
Gartner Recognises Eptica in Magic Quadrant 2010 for Web Customer Service
COMPETITIVE ANALYSIS: DIFFERENTIATORS
• Superior, intuitive online customer experience. First Contact Resolution via Eptica Self-service typically exceeds 90%, eg Haven FCR 93%
• Advanced ‘meaning based’ search. Fundamental to customer satisfaction and maximum deflection, eg only 4.8% of Haven self-service users escalate to contact centre
• Email response management specialists. First Contact Resolution via Eptica Email Management more than 90%, eg Virgin 91%
• Sales enhancement through extending customer interaction management into the enterprise, eg Société Générale sales increased by 5%
• Multi-language capability with up to 26 languages managed from one solution. Automatic language detection and routing.
MARKET STRATEGY
S1: SME
<€50M
<250 people
S2 : Large companies
Top 5000
S3
Top 20
Financial
&
Retail
Eptica ExpressEptica Express
Eptica Enterprise SuiteEptica Enterprise Suite
Eptica Enterprise AgentEptica Enterprise Agent
Dedicated Web Site SaaS mode onlySet Up and running within 1 week30K€ over 3 years
Core BusinessSaaS or Licence180K€ over 3 years
Dedicated teamSaaS or Licence1M€ over 3 years
MANAGEMENT TEAM
Paul Barnes - Director of Eptica UK BSc Economics, Cardiff UniversityFounder and Sales & Marketing VP of Fluency Voice Technology, UK leader in Speech Recognition applications 2001-2006Managing Director of Eptica UK since 2007
Laurence Chami – Operations Director France & Southern EuropeCustomer Services Director at Axiom. Created one of the first pan European call-centres in 1991 (120 people)20 years experience in the Customer Relationship Management (CRM)Over 10 years experience as a Sales Director and European Organization ManagerJoined Eptica in May 2010
Dee Roche - European Marketing Director24 years experience leading hi-tech marketing:Head of Marketing, Transversal Corporation, UK leader Web Self-service and natural language knowledgebase search 2003-2007European Marketing Director, Eptica since 2008
Paul Barnes - Director of Eptica UK BSc Economics, Cardiff UniversityFounder and Sales & Marketing VP of Fluency Voice Technology, UK leader in Speech Recognition applications 2001-2006Managing Director of Eptica UK since 2007
Laurence Chami – Operations Director France & Southern EuropeCustomer Services Director at Axiom. Created one of the first pan European call-centres in 1991 (120 people)20 years experience in the Customer Relationship Management (CRM)Over 10 years experience as a Sales Director and European Organization ManagerJoined Eptica in May 2010
Dee Roche - European Marketing Director24 years experience leading hi-tech marketing:Head of Marketing, Transversal Corporation, UK leader Web Self-service and natural language knowledgebase search 2003-2007European Marketing Director, Eptica since 2008
Laurent PEAUCELLE – Customer Support & Hosting Services DirectorCo-founder of EpticaEngineer - ENIC TELECOM LILLE 1Professional Services Consultant at Matranet Inc, California
Pascal DAVOUST – Product & R&D DirectorProduct Line Manager by Alcatel-LucentMajor in Computer Sciences, ENSA Toulouse Master Degree at the McGill University, Advanced Compilers And Parallel Systems Lab in Montreal, QuebecJoined Eptica in March 2010
Ida Peigné - General SecretaryMasters Degree in Foreign Languages and International Business Followed training of a Master Degree in Human Resources ManagementWorked in GermanyHR & Financial controller then General Secretary of Eptica since 2005
Laurent PEAUCELLE – Customer Support & Hosting Services DirectorCo-founder of EpticaEngineer - ENIC TELECOM LILLE 1Professional Services Consultant at Matranet Inc, California
Pascal DAVOUST – Product & R&D DirectorProduct Line Manager by Alcatel-LucentMajor in Computer Sciences, ENSA Toulouse Master Degree at the McGill University, Advanced Compilers And Parallel Systems Lab in Montreal, QuebecJoined Eptica in March 2010
Ida Peigné - General SecretaryMasters Degree in Foreign Languages and International Business Followed training of a Master Degree in Human Resources ManagementWorked in GermanyHR & Financial controller then General Secretary of Eptica since 2005
EXPANSION PLAN
-1000
0
1000
2000
3000
4000
5000
6000
7000
2005 2006 2007 2008 2009 2010 2011
1130
1768
2718
36224211
5000
7000
200500
1000
20402400
2900
4000
-669-182
-837 -823
222500
1500
Revenue Recurrent Revenue EBITDA
Recurrent Rev: x15Rev: +342%