Easy-to-use help-desk open source support ticketing system and customer service solution

Sergey LysakCEO at Eltrino

sergey@eltrino.com

diamantedesk.com

Centralizing all support activities in a single place

ProblemAll kinds of businesses work with clients and therefore all businesses are in

need of reliable customer care solution

Analyzing all incoming tickets data

Low flexibility of existing helpdesk alternatives

SolutionTo solve that issue and organize support properly we decided to develop a

modern help-desk solution - DiamanteDesk

Problems & Solutions offered by DiamanteDesk

High response time, high labor costs for processing incoming requests, increased customer

dissatisfaction

Support requests from different communication

channels

Hard to delegate requests to those who

can solve them

Lost requests because of the "human factor"

Automation of processes

Disordered data

Automatic assigning support tickets to

responsible department

DiamanteDesk acts as tickets storage

Automatization of internal support processes

Organizing all incoming customer requests from all

sources in a single place

USP

We create DiamanteDesk open source customer support software

to meet your unique needs and follow their business logic

Modern Technologies

Easy Customizations

&Deep

Integrations

Full control of the system

over API

API

Market opportunities

• All around the world there are 12M enterprises (5-1000+ employees) with web presence

• Spending for enterprise software is about $320B annually, and it increases by 5-6% every year

• The customer service and contact center software market size is a $10.2B worldwide

• DiamanteDesk target market is 293 750 enterprises

Competition

customers10000*

customers1000*

customers10000*

SaaS data location

SaaS data location

data location

sourceclosed

sourceclosed

sourceopen

customers45740

customers20000

customers30000

SaaS data location

SaaS data location

On Premiseor Saas

data location

sourceclosed

sourceclosed

sourceopen

On Premiseor Saas

customers data location sourceopenOn Premise

or Saas

BackupsManaged

per agent / mo1$

per agent / mo0$

per agent / mo24$

per agent / mo30$

per agent / mo9$

per agent / mo0$

per agent / mo0$

per agent / mo195$

per agent / mo70$

per agent / mo39$

per agent / mo135$

per agent / mo29$

per agent / mo49$

per agent / mo49$

BackupsManaged

BackupsManaged

BackupsManaged

BackupsManaged

BackupsManaged

BackupsManaged

min max

min

min

min

min

min

min

max

max

max

max

max

max

paymentsupport

paymentsupport

paymentsupport

paymentsupport

paymentsupport

paymentsupport

paymentsupport

Technology

1

You receive customer’s request

2

DiamanteDesk assigns request to responsible

person

3

Responsible person finds the solution of the problem

4Resolution of issue

is sent through the same channel to client

Business Model

Free Community Edition &

Paid Enterprise Edition price model

Paid SaaS version

Marketing

Sales

PromotionChannels

Internet

Conferences

Media-PR

Social mediaChannelsPartners

Web hosting control panels

Direct Mail Paid mailing

Plugins for CMS/ eCommerce platforms

Internet

Sales Force

Protection

High Research & Development Costs

Presence of Sunk Costs

Knowlege & Expertise

Road Map for 2015

• System basics• Permissions• Customer front-end• Integrations with bug tracking and project management systems• Integrations with CRM systems• Social networks integration• Migrations

Massive on-line advertising campaign • PPC campaigns on Google AdWords and others,• banners on relevant resources, • paid articles on popular resources, etc.

Act as a sponsor of conferences• Imagine eCommerce, • Magento Live, • Meet Magento, • E-Commerce Paris, etc.

Participation in conferences as attendees

Off-line advertising • Articles/ads in IT/eCommerce/business magazines

Development Marketing activities

Team

200 000+ HOURS SPENT FOR DEVELOPMENT

SERVING FORTUNE 500 CLIENTS

OWN DEVELOPMENT CENTER IN KYIV, UKRAINE

GOLD PARTNEROROCRM

20+ MAGENTO EXPERTS & IT PROFESSIONALS

11 MAGENTO CERTIFIED DEVELOPERS

Investments

0,47 0,94

1,88

3,76

7,52

1,27 1,86

2,24 2,91

4,07

-0,8 -0,92 -0,36

0,85

3,45

2015 2016 2017 2018 2019

Revenue ($ Millions) Expenses ($ Millions) EBIT ($ Millions)

Rewards:• Expected return of investments: ~ 5 yrs• Potential company value in 5 yrs: $100M+

Estimated financial results

Exit strategyOptimistic Realistic

Initial public offering (IPO) Being bought out by a larger player in the industry

Thank you!