Case Study Number 6: Cloud Contact Centre as a Service (CCAAS)
This cloud-based contact centre platform enables leading corporates in the travel, hospitality and financial services industries to manage their customer contact across multiple channels – voice, SMS, chat and email. This critical component of the CRM infrastructure provides invaluable analytical information into businesses’ operation and service delivery. The company’s business model relies on flexible pricing and easy implementation substantially cutting processing and IT cost for end users.
Ariadne Capital advised this company for two years from 2013 and successfully managed its investment strategy raising £1.4m from a blue chip investor in three months. As part of our involvement, we introduced this CCAAS to leading corporates such as Cisco and Telefónica. Ariadne Capital also assisted in the sale of the business to a company listed on the Nasdaq Stock Exchange. The valuation was a 75 EBITDA multiple, an amount significantly higher than expected for companies in this sector.
This CCAAS company exemplifies Ecosystem Economics for the following reasons
1. This Digital Enabler has changed the industry by introducing a B2C2B business model
2. This CCAAS is helping its partners who brought them consumers to build a Digital P&L
3. This platform is proof that organising the economics of its ecosystem is essential to win in the New Economy
4. One of this company's strengths is its clever use of consumer data
*The name of this firm has been withheld in order to protect sensitive and confidential information about its valuation.