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

1. Easy-to-use help-desk open source support ticketing
system and customer service solution
Sergey Lysak
CEO at Eltrino
sergey@eltrino.com
diamantedesk.com

2. Centralizing all support
activities in a single place
Problem
All 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

3. Solution
To 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

4. 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

5. 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

6. Competition
customers
10000*
customers
1000*
customers
10000*
SaaS
data location
SaaS
data location
data location
source
closed
source
closed
source
open
customers
45740
customers
20000
customers
30000
SaaS
data location
SaaS
data location
On Premise
or Saas
data location
source
closed
source
closed
source
open
On Premise
or Saas
customers data location source
openOn Premise
or Saas
Backups
Managed
per agent / mo
1$
per agent / mo
0$
per agent / mo
24$
per agent / mo
30$
per agent / mo
9$
per agent / mo
0$
per agent / mo
0$
per agent / mo
195$
per agent / mo
70$
per agent / mo
39$
per agent / mo
135$
per agent / mo
29$
per agent / mo
49$
per agent / mo
49$
Backups
Managed
Backups
Managed
Backups
Managed
Backups
Managed
Backups
Managed
Backups
Managed
min max
min
min
min
min
min
min
max
max
max
max
max
max
payment
support
payment
support
payment
support
payment
support
payment
support
payment
support
payment
support

7. Technology
1
You receive customer’s
request
2
DiamanteDesk assigns
request to responsible
person
3
Responsible person finds the
solution of the problem
4
Resolution of issue
is sent through the same
channel to client

8. Business Model
Free Community Edition
&
Paid Enterprise Edition
price model
Paid SaaS
version

9. Marketing
Sales
Promotion
Channels
Internet
Conferences
Media-PR
Social media
Channels
Partners
Web hosting control panels
Direct Mail Paid mailing
Plugins for CMS/ eCommerce platforms
Internet
Sales Force

10. Protection
High Research &
Development Costs
Presence of Sunk
Costs
Knowlege &
Expertise

11. 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
DevelopmentMarketing activities

12. Team
200 000+ HOURS SPENT
FOR DEVELOPMENT
SERVING FORTUNE 500
CLIENTS
OWN DEVELOPMENT
CENTER IN KYIV, UKRAINE
GOLD PARTNER
OROCRM
20+ MAGENTO EXPERTS
& IT PROFESSIONALS
11 MAGENTO CERTIFIED
DEVELOPERS

13. 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 strategy
Optimistic Realistic
Initial public offering (IPO) Being bought out by a larger player in the industry

14. Thank you!