eg operational intelligence
®Elizabeth Gooch MBE
Chief Executive Officer
eg solutions plc
September 2015
Enterprise Workforce Optimisation for the Back Office
© 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
© eg solutions plc
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
4 © eg solutions plc
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
© eg solutions plc
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
6 © eg solutions plc
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
£
Improving Customer Experience, Controlling workforce costs and
Increasing transparency are key business objectives throughout the world
Saturated Markets
Retain customers
with improved service
and increase
profitability.
High Growth
Markets
Remain competitive
and avoid the
problems of the past
6
Market Opportunity
© eg solutions plc
Our Marketplace
Market Opportunity
Back Office Workforce Optimisation - a rapidly emerging software market with
few direct competitors
Key Players
Products
The Future?
Coalescing of
customer requirements
around common
functionality
Strategic objective to
maintain product
leadership through
continuous product
innovation
Less than 20% of customer
bids are competitive
- Nice & Genesys
Industry standards and
market awareness
developing
Cloud first
Mobile first
eg
Nice
Genesys
8 © eg solutions plc
Product Development
Product Development
Strategic objective is to maintain product leadership and develop/enhance products
to meet the digital needs of global enterprise customers
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.
New Product Launches 23
rdSeptember 2015
• eg forecasting™
• eg mobile™
© eg solutions plc
-600
-400
-200
0
200
400
600
800
1000
1200
1400
0
1000
2000
3000
4000
5000
6000
7000
8000
2010
2011
2012
2013
2014
2015
Investing for Growth
Acquired Xtaq product, client
list and pilot projects Pilot projects with global enterprise customers Aspect Reseller providing global distribution channel Cloud Services product to increase recurring revenues & visibility
Financials
Transforming our Financial Performance
Increased Delivery Team
to support Global Deployments
Investing in product & market development
Revenue
Adj EBITDA
New Board & Management
© eg solutions plc 10
£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
© eg solutions plc Increase Sales & Marketing to seize the market opportunity
Financials
Transforming our Financial Performance
-1000
-500
0
500
1000
1500
2000
2500
3000
3500
4000
0
2000
4000
6000
8000
10000
12000
14000
16000
2010
2011
2012
2013
2014
2015
2016
2017
2018
Investing in product & market development
Acquired Xtaq product, client list and pilot projects Pilot projects with global enterprise customers Aspect Reseller providing global distribution channel Cloud Services product to increase recurring revenues & visibility Increased Delivery Team to support Global Deployments
Broker Forecast
Investing for Growth
Continuous product innovation to retain market
leadership New Board &
Management Team
12 © eg solutions plc
Quality of Revenues
Revenue Model
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%
£15.5m
Order book over next
four years
69% increase
in recurring
fees in 2015
(YTD)
+69%
2009 2010 2011 2012 2013 2014 2015© eg solutions plc
