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Salmat Investor Briefing
Thursday 25th July, 2013
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Salmat’s strategy for growth Peter Mattick
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A global thought leader recognised for driving innovation, entrepreneurship and economic development
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Ernesto Sirolli F
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Our vision
“To be the leading multi-channel communication and engagement provider in
the Australasian marketplace.”
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Global consumer trends
• Shopping is social
• Millennials (post generation Y) are driving change
• Mobile is the medium
• Seamless omnichannel experience
• Data insights are key
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Consumer and client validation
• International study tour researching trends and technology.
• Extensive client validation: consistent feedback from more than 35 C-level contacts: o Greater reliance on strategic partners.
o Preference to deal with subject matter experts.
o Seek guidance to delineate between ‘what’s new’ vs. ‘what’s required’.
o Need to improve synergies between online and offline channels.
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• Businesses face a confusing array of fragmented media channels and disparate technologies: no single view of the customer.
• New media is not replacing the old: must be integrated.
• Cost-prohibitive to implement comprehensive communication solution in house.
• Can’t afford to do it, can’t afford not to.
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Client challenges and opportunities F
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Our strategy
• The cornerstone of our strategy is a deep understanding of the future needs and behaviours of consumers and our unique ability to seamlessly integrate existing and evolving technologies.
• This enables our clients to cost-effectively Reach and Influence
their customers and maximise their sales and ROI.
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What makes Salmat unique?
• We have products that cut through to deliver our clients a significant competitive advantage.
• Long-term, trusted client relationships across multiple sectors.
• We have the client base.
• A variable cost platform model provides a world-class competitive advantage.
• Strong experienced team
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Strategic platforms for growth
Customer Engagement Solutions
Reach &
Direct Sales
Universal Catalogue
Influence
Consumer Marketing Solutions
Single view of Customer
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Strategic Consulting & Data Insights For
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Consumer Marketing Solutions Peter Anson
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Universal Catalogue Seamless distribution of physical & digital catalogue content
Distribution in to clients’ own
websites & Lasoo.com.au
Social distribution
Distribution in to clients’
mobile sites and apps
Lasoo’s UC
Platform
Physical
catalogues
A B
A B Universal
Catalogue
WHY?
Driven by clients’ need
to maximise ROI across
their physical catalogues
& own digital assets
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Our unique value proposition
By combining physical and digital assets, we are uniquely
positioned to enable our clients to distribute more
engaging content anytime, anywhere , on any device …
…to drive MORE sales
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Universal Catalogue provides:
• Best of breed letterbox targeting sophistication and reliability
• Increased digital audience reach
• Seamless repurposing of content for mobiles and tablets
• Ecommerce integration to drive more sales
• Streamlined client account servicing
•Richer data analytics & insights
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Universal Catalogue is resonating with retailers
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e-Tailers utilising physical catalogues F
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Universal Catalogue – innovation roadmap
‘Off the page’
transactions
‘Off the page’
mobile coupons
Lasoo affiliate
network
Geo-fence
triggered offers
Digital catalogue
data analytics
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Universal Catalogue – innovation roadmap
‘Off the page’
transactions
‘Off the page’
mobile coupons
Lasoo affiliate
network
Geo-fence
triggered offers
Digital catalogue
data analytics
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Growing the channel
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Agencies Non-traditional
Growing the channel
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Influence - Multichannel Campaign Management
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Influence – multichannel campaign management
Influence combines Salmat’s expertise in campaign management and marketing services with a best-of-breed multichannel marketing platform to bring deeper customer interactions to life.
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Influence solution overview
Single Customer View
CRM
POS
Online
Web Social Mobile Direct Mail Voice E-mail
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• Cleanse and aggregate data
• Optimise marketing efficiency with workflow and asset management
• Deliver the right offer to the right customer through the right channel
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Introducing Salmat Influence
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Platform credibility
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Our unique value proposition
Technology & Platforms
Service & Delivery
Strategy & Design
Influence
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Jax Tyres case study
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Customer Engagement Solutions David Besson
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Introducing Salmat Reach
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An integrated solution of best-in-class technology platforms
Enriches the customer experience with real-time customer data,
knowledge, insights & workflow
Facilitates multi-channel connections
between an organisation and its
customers
speech
Takes calls & routes them in the most cost
effective manner.
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The multi-channel challenge
Email up 201%
Social & Web Chat up 80%
Voice up 75%
Source: Salmat 2013
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Salmat client change in contact volume over 2 years
Offshore migration of service delivery 25% For
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• Limited channels
• Bricks & mortar outsourced services from fixed locations
Salmat CES yesterday
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Salmat CES today
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Salmat Virtual Contact Centre
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Salmat Reach: Unified Experience Manager
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Salmat Reach: Unified Experience Manager An example
Call your insurer, advise details & get instructions to organise repair.
Forward photo via email to agent.
System receives photo & knows it’s you – you’re on file.
System issues a work order to repairer including your details.
You receive a text, confirming location and opening hours of repairer.
They’re expecting you at the repairer & can advise how long the repairs will take.
Car accident? Take a photo of the damage & exchange details.
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New business won utilising Salmat Reach
Email routing
Web chat
Proactive outbound
Unified Experience Manager
More than $30 million TCV new
business closed in 9 months
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• Unique multi-channel communication platform. • Based on a variable cost model. • Combines multiple best of breed technology platforms. • Provides channel and systems integration for a 360 degree view
of the customer. • Connects and automates the front office with back office
processes and service delivery.
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Growth strategy outlook Peter Mattick
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Improving profit and shareholder
returns
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• Strategy opex investment of $12m in FY14 (P&L) (FY13 $4.5m)
• Strategy capex investment of
$12m in FY14 (FY13 $6m)
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Progressing our strategy
2011*
Acquire Photon digital assets
LDN portal build
E-Commerce launches
2012
LDN portal live
Reach build commences
Influence build commences
BPO divestment & transition commences
Reach migration complete – costs out
BPO transition completes – costs out
Universal Catalogue migration complete – sales uplift
Single customer view
* Calender Year
2015
2016
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Universal Catalogue build commences
Influence live and first clients
Reach first customer
2014
$30m TCV Reach new clients
* Calender Year
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Business update • Confirm EBITA guidance.
• Consumer Marketing Solutions: – Australian media sector under pressure in 2013, with market conditions driving short
term cost focus.
– Catalogue remains resilient.
– Online and offline convergence of campaigns increasing, e.g.:
o Online retailers now using catalogue
o Mid-market starting to return to multichannel campaigns
• Customer Engagement Solutions: – Contact centres improved margin performance.
– Impacted by direct sales with energy retailers pulling out of the channel.
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Acquisition and investment criteria
• Any acquisitions will: o Be established businesses
o Deliver recurring revenue and Profit
o Have strong IP, capabilities and client base
o Complement the growth strategy
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Salmat’s strong capital management history
Dividend Yield1 – Including Special Dividends
-%
2.0%
4.0%
6.0%
8.0%
10.0%
2005 2006 2007 2008 2009 2010 2011 2012
Div
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ield
(%
)
SLM
Peer_Index
DiscRet_Index
FY SLM Peer Index2 Disc. Retail Index3
Average 6.7% 3.7% 4.5%
1. For the purpose of this analysis historic dividends for the fiscal year have been used. Dividend yield has been calculated on the average closing price across the fiscal year.
2. Peer Index is composed of a simple average of PMP, SAI Global and STW Communications.
3. Discretionary Retail Index is composed of a simple average of HVN, SUL, MYR, DJS, JBH, PBG, BBG. PMV, ORL, KMD, TRS, FAN. SFH. NCK. NRL. Source: Factset, IRESS
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If you bought shares for $1.90 at listing you will have earned $2.28 in dividends (fully franked) after the final dividend for FY13.
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Capital management
• $40 million already returned via special dividend.
• Intend to maintain some flexibility for potential investments.
• Guaranteed 15cps dividend fully franked for FY14*.
• Represents a yield of 7.2% on current price.
• Board strongly believes in investing the BPO proceeds for our shareholders’ future benefit.
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* Subject to the normal approval process and there being no unexpected material events.
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Questions
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Please join us for lunch and meet the team
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Disclaimer
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Company announcements and presentations can contain forward-looking statements. Words such as “believe”, “anticipate”, “plan”, “expect”, “intend”, “target”, “estimate”, “project”, “predict”, “forecast”, “guideline”, “should”, “aim” and similar expressions are intended to identify forward-looking statements but are not the exclusive means of identifying such statements. Forward-looking statements involve inherent risks and uncertainties. We caution you that a number of important factors could cause actual results to differ materially from the plans, objectives, expectations, estimates and intentions expressed in such forward-looking statements. These factors include but are not limited to: competition and product pricing in the markets in which we operate; general economic and market conditions; compliance with, and possible changes in, environmental and health and safety laws; dependence on cyclical markets; the supply and cost of materials; exposure to environmental or other legal proceedings; and risks of conducting business internationally. We caution you that the foregoing list of factors is not exclusive and that other risks and uncertainties may cause actual results to differ materially from those contained in forward-looking statements. Forward-looking statements speak only as of the date they are made. F
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