Leaddesk Oyj · OMXHEX:LEADD
Leaddesk Oyj — Investor Day (2024)
33 slides from Leaddesk Oyj's investor day presentation, 2024
Slide 1: Strategy to replicate Nordic Success
LeadDesk Investor Day 2024 Strategy to replicate Nordic Success Olli Nokso-Koivisto CEO Simplify Human Connections Download the presentation from our IR page
Slide 2: LeadDesk Today
I N V E ST O R D A Y 2 0 2 4 LeadDesk Today
Slide 3: LeadDesk in brief
LeadDesk in brief We are a profitable and growing provider of contact center software as a service (CCaaS) in the Nordics and expanding in Continental Europe. AI is transforming the industry and offers us significant opportunities for product innovation, revenue growth, and efficiency. 2 markets ~ 6
Slide 4: The LeadDesk growth journey
The LeadDesk growth journey LeadDesk Revenue and EBITDA (EURm) Rapid and Resilient Revenue Growth: 20% 35 5 revenue CAGR from 2014 to 2024 (LTM). 4.5 30 4 Accelerated Post-IPO revenue: tripled 25 3.5 since the IPO. IPO 3 Strong Profitability: Solid profit margins. 20 2019 2.5 15% EBITDA margin for 9
Slide 5: Proven M&A track record
Proven M&A TeleMagic 2024 track record Länsilinkki 2023 European market will consolidate Number of players compared to the size of the market is significantly higher than in the US. LeadDesk has interest and muscle for both, acquiring clients 2022 and technology GetJenny Proven integration and growt
Slide 6: Where we play
Where we play Our product Our markets Our customers
Slide 7: CCaaS is SaaS for Contact Centers
CCaaS is SaaS for Contact Centers (CCaaS = Contact Center as a Service) Contact centers are key operational units within organizations, often part of customer service or sales departments, where teams manage large volumes of customer interactions across channels (phone, email, chat, social) to suppo
Slide 8: CCaaS market breakdown
W H ER E W E S EL L CCaaS market Contact centers breakdown Customer interactions across multiple Call centers communication €1 billion Managing channels Total addressable market currently in incoming and Continental Europe and Nordics outgoing Outbound call centers phone calls 40 – 45 % SME Companie
Slide 9: The market: CCaaS is a profitable growth industry
W H ER E W E S EL L Nordics and Continental Europe Revenue The market: Forecast (2022–2028) CCaaS is a EURm profitable growth 2500 EUR 2 bn industry 2000 1500 Expected market growth of 8% in Nordics and 16% in Continental 1000 500 EUR 270 m 0 2022 2023 2024 2025 2026 2027 2028 Nordics Continental *S
Slide 10: Superior product to meet clients needs
W H A T W E S EL L Superior product Why our clients choose LeadDesk? to meet clients Fast and easy-to-implement products needs Advanced products with excellent customer experience • LeadDesk has the size for R&D and AI development • AI – better products and increased efficiency Highly competitive pr
Slide 11: Our customers
W H O W E S EL L T O Our customers We provide the LeadDesk solution to 2,000+ clients, helping them to manage hundreds of daily interactions and optimize performance. LeadDesk clients from different sectors: LeadDesk ARR by industry Energy and utilities Other Fortum, Fjordkraft, Arconada 16% BPOs 25
Slide 12: Our Growth & Strategy
I N V E ST O R D A Y 2 0 2 4 HOW TO WIN Our Growth & Strategy
Slide 13: Our targets
HO W T O W IN Our targets Leading contact 1B customer Over 100 million Over 20% EBITDA- center software interactions in revenue margin provider in Europe annually
Slide 14: Our strategy focus areas
HO W T O W IN Our strategy focus areas We aim to replicate the Nordic home market success in Continental Europe Improve Focus on Non-organic Tighten profitability organic growth growth integration of AI in our offering
Slide 15: How we reach EUR +100 million revenue
HO W T O W IN How we reach LeadDesk Revenue Growth Generation EUR +100 million EURm revenue AI opportunities 100 Inorganic growth Continental Nordics 0 2024 LTM
Slide 16: Strategy Execution
HO W T O W IN Strategy Execution Our Northern star: Second stage: Financial targets Focus on First stage: Growth Strengthen Profitability EUR 100 million in • Accelerate organic revenue growth • Enhancing our • Inorganic growth through M&A 20% EBITDA- profitability • Large AI opportunity in the mid-
Slide 17: Our scalable business model will lead to +20% EBITDA-margin
HO W T O W IN Our scalable business model will lead to +20% EBITDA-margin With our standardized product and targeted strategy, we achieve rapid customer-level profitability and drive overall EBITDA profitability growth as we scale. 45% of our costs are fixed Revenue Costs Efficiency gains + AI TIME
Slide 18: Finland showing the way - replicating profitability success in other markets
HO W T O W IN Finland showing the way - replicating profitability success in other markets FINLAND OTHER NORDIC CONTINENTAL EUROPE EBITDA* EBITDA* EBITDA* 20% 20% 20% O% O% O% MATURITY MATURITY MATURITY * Illustrative examples
Slide 19: Our strengths
HOW WE WIN Our strengths External growth factors PROFITABLE AND GROWTH HIGH POTENTIAL IN GROWING NORDIC OPPORTUNITIES IN INORGANIC GROWTH MARKET CONTINENTAL EUROPE Internal strengths GOAL-ORIENTED SUPERIOR PRODUCTS FINANCIAL MUSCLE CULTURE
Slide 20: Growing Continental Market
LeadDesk Investor Day 2024 Growing Continental Market Jasper Witte Sales Director, Benelux Simplify Human Connections Download the presentation from our IR page
Slide 21: Continental Europe - high growth opportunities
H O W T O W I N – S T RE N G T H N O 2 Continental Europe - high growth We expect significant market share increase opportunities Very focused strategy in terms of products, clients and geographies. We want to replicate our Our offering is highly standardized, “European Nordic success story in the r
Slide 22: The growing market
Continental Europe market size 2023 The growing market €800 million* Market growth ~16% annually *Source: Frost & Sullivan, July 2024 • Focus on outbound market, where we can offer a highly Contact standardized product centers • Regulation limiting the interest Call centers of US players to enter th
Slide 23: Significant growth market and potential for market expansion
Significant growth market and potential for market expansion Continental Market Revenue Forecast (2022–2028)* Continental market breakdown in 2028** EURm 2500 Contact EUR 2 bn centers 2000M€ 2000 Total Call centers Continental 1500 CCaaS market size 400M€** 2028 1000 Outbound call Centers (2028) 500
Slide 24: Our clients and services
CONTINENTAL Our clients and services Some client examples • In total some 700 clients, mainly outbound (agents contacting • ANTICIMEX (Spain, pest control) is leaning heavily customers) on our tools. They are using Outbound and Omni products together with customized forms. • Our largest client group
Slide 25: Our focus areas
CONTINENTAL Our focus areas Competitive advantage 1. Our highly Replicate Nordic success standardized product in Continental Europe 2. Expertise on European regulation 1. 3. Expertise on outbound and certain verticals Scaling our go-to market organization 2. Expand gradually from smaller clients to
Slide 26: AI's role for LeadDesk
LeadDesk Investor Day 2024 AI’s role for LeadDesk Miikka Haavisto Director, Business Development Simplify Human Connections Download the presentation from our IR page
Slide 27: AI's Role for LeadDesk
Milestones 2023 – 9/2024 AI’s Role for LeadDesk decides to invest heavily LeadDesk H1 23 into new AI Q3 First solutions validated with 23 customers • Enables customers to make their Contact Q4 Decision to increase AI investments further Centers more efficient 23 • Enables higher revenue 5 AI powered
Slide 28: AI Applications in Contact Centers
AI Applications in Contact Centers C UST OMER AG EN T ADMIN Services • AI chatbots and voice • Real-time agent • Workforce management bots assistants • Advanced analytics and • Personalized and • Automatic insights proactive service summarization of • Automated training and • Multi-lingual support c
Slide 29: AI Across LeadDesk
AI Across LeadDesk Built-in intelligence with LeadDesk AI across product portfolio OUTBOUND OMNI ADMIN AI CAPABILITIES Natively integrated in all solutions LEADDESK OFFERING
Slide 30: LeadDesk AI – upcoming products
LeadDesk AI – upcoming products AI Writer AI Insights AI Agent Assistant AI generated draft answers to Valuable insights and trends from Helps agents by proposing answers customer questions in email and customer interactions – to truly or giving tips on how to deal with a webchat. know what is happe
Slide 31: Measurable Impact
Measurable Impact 22% Up to 51% Increase in completed Reduction in agent-handled calls with AI Dialer conversations across all channels after implementation of AI Chatbot ENTERTAINMENT SECTOR CLIENT ECOMMERCE SECTOR CLIENT 5% pt. Over 80% Increase of answered calls after Automation with AI Chatbot a
Slide 32: Illustrative example of revenue expansion potential with new AI powered services
Illustrative example of revenue expansion potential with our new AI powered services EUR 1000 A 15% LABOR AUTOMATION CASE EXAMPLE EUR 1000 LEADDESK REVENUES (originally for a 100 agent client company) (originally for a 100 agent company) 5000 250 220 4500 4000 200 3500 3000 150 130 2500 2000 100 150
Slide 33: AI can increase contact center efficiency by 25%
I N V E ST O R D A Y 2 0 2 4 With future improvements already in sight, AI can increase contact center efficiency by 25%.