IMImobile PLC · 2020. 10. 2. · Our software enable businesses to build and launch new customer journeys up to 10x faster than traditional development methods. 2000 Founded with

| Jay Patel Group Chief Executive Officer

| Mike Jefferies Group Chief Financial Officer

IMImobile PLCPreliminary Results Year Ended 31st March 2019

Unaudited Preliminary Results Year End March 2019

A global communications software and solutions provider

2

Who we are What we do Who we do it for

We provide cloud communications software that

enables enterprises to automate digital customer

interactions to improve customer experience and

reduce costs.

Our software enable businesses to build and

launch new customer journeys up to 10x faster

than traditional development methods.

2000 Founded with mobile-first vision

2014 Listed on London Stock Exchange’s AIM market

1100 Global employees

20 Offices - London HQ, Toronto, Joburg, Dubai etc.

7 Successful acquisitions since IPO

1 Market leader in UK, Canada and South Africa

Business split Key financials

▪ Organic recurring revenue growth for 16 years

▪ Management shareholding: 15.6%

5-year

revenue CAGR 5-year gross

profit CAGR 5-year adjusted

EBITDA CAGR

27% 18% 20%

Regional split Business model Approx. Sector split

Top 12 customers 39% Gross Profit


Investment highlights

3

Structural growth

opportunity

Ideally positioned to

benefit from structural

long-term trends

towards digital

communications and

automation.

A market leader with

global presence and

blue chip client list

established over many

years.

Broad product offering

with our own IP and

proven ability to innovate

and capitalise on fast

moving technology trends.

Consistent track record

of profitable, organic and

cash generative growth

based on recurring

revenue business model

and successful M&A.

Global management team

with deep commercial,

technical and sector

experience.

Track record of

growthOwn IP and

R&D investment

Market leader Experienced

management


FY 2019 results – good momentum and strategic progress

▪ Strong organic growth from Europe & Americas, APAC and enterprise business

in South Africa

▪ 40 clients over £500k p.a. revenue (33 in FY18) and 83 clients between £100k-

500k p.a. revenue (43 in FY18)

▪ Enhanced operating leverage benefitting from past investment in partnerships

and R&D, with EBITDA margin up to 28.8%.

▪ New communications channels launched to enhance Enterprise CPaaS offering

▪ Considerable progress made with partners including BT, Telia, Salesforce

▪ Good progress made in North America though acquisition of Impact Mobile

4

Financial highlights

Operational highlights

▪ Revenue increased 28% to £142.7m of which 17% is organic

▪ Gross profit increased 23% to £62.6m of which 7% is organic

▪ Exc. one specific customer this would be 14% organic

▪ Adjusted EBITDA increased 35% to £18.0m

▪ Adjusted profit after tax increased 40% to £10.9m

▪ Adjusted cash generated from operations increased 47% to £16.9m

30.0

36.5

43.5

50.7

62.6

FY15 FY16 FY17 FY18 FY19

Gross Profit (£m)

9.2

10.711.5

13.5

18.0


Adjusted EBITDA (£m)

Financial review


Commercial model

6

Volume of e-mail, SMS, MMS,

push notifications, sessions etc.Licences & one-off

professional services

Contracted

revenues

25% 45% 20% 10%Fixed fees Usage based Transactional Non

recurring

Monthly Recurring Revenue(MRR)

Gross Profit Split*

Fees based on

revenue transactions

~90%

*Indicative gross profit split


Adjusted trading performance

7

Year endedMar-19

£m

Mar-18

£m

Growth

%

Revenue 142.7 111.4 +28%

Gross profit 62.6 50.7 +23%

Administrative expenses

(excluding D&A)(44.6) (37.3) +19%

Adjusted EBITDA 18.0 13.4 +35%

EBITDA margin* 28.8% 26.4%

Profit before tax 13.7 10.1 +36%

Diluted EPS 15.1p 11.2p +35%

*EBITDA Margin = EBITDA/Gross profit

Gross profit split


Regional overviews

8

Europe & Americas | 71% of gross profit APAC | 14% of gross profit

MEA | 15% of gross profit ▪ Year on year gross profit growth of 43% (16% organic)

▪ New contract wins across core sectors include cross-selling to customers

of Textlocal and IMImobile Intelligent Networks

▪ Working with 3 major UK mobile operators, 3 of the top 5 banking groups,

4 of the 6 leading utilities and 2 of the largest logistics providers

▪ Partnership progress with BT, Telia & Salesforce

▪ Renewed key contracts in US and appointed North American CEO

▪ Strong organic gross profit growth of 14% on a constant currency basis

▪ Good growth for Textlocal India

▪ Enterprise business in SA delivered strong organic gross profit growth of 20%

▪ Headwinds with one specific customer


MRR License & professional services

16.419.9

22.9

31.3


MRR License & professional services

5.0 5.3

7.0

8.2 8.8

44.7

8.6

11.3

13.5

11.2

9.1


MRR License & professional services MTN


Balance sheet

9

AssetsMar-19

£m

Mar-18

£m

Cash

Trade receivables

Pass through revenues

Other current assets

13.2

41.2

3.3

6.2

15.7

28.8

5.2

6.1

Current assets 63.9 55.8

Goodwill

Acquired intangibles

Other intangible assets

PPE

Other non-current assets

43.6

16.8

12.8

4.3

0.6

33.3

9.7

10.7

4.6

0.5

Non-current assets 78.1 58.8

Total assets 142.0 114.6

Net Assets 60.1 54.2

Goodwill from Impact Mobile acquisition

Working capital movement from organic

growth and Impact Mobile acquisition

Bank debt of £20.7m

LiabilitiesMar-19

£m

Mar-18

£m

Trade payables and accruals

Pass through revenues

Other current liabilities

34.1

5.1

18.6

27.6

5.7

12.7

Current liabilities 57.8 46.0

Non-current liabilities 24.1 14.4

Total liabilities 81.9 60.4


Further capacity for debt for future

M&A

Adjusted cashflow

10

Year toMar-19

£m

Mar-18

£m

Cash generated from operations 16.9 11.5

Net cash from operations 15.6 10.3

Investing activities (28.5) (18.4)

Financing activities 10.6 11.0

Cash and cash equivalents at

beginning of period15.7 14.7

Foreign exchange on opening

balances(0.2) (1.9)

Cash and cash equivalents at end

of period13.2 15.7

Net debt of £7.5m

Cash generated from operations over

the last four years of over £50m (95%

conversion)

Cash conversion of 94%

Market opportunity & positioning

We believe that technology has and will continue to

fundamentally change how businesses engage with their

customers.

New communications channels and the possibilities of

intelligent automation will allow businesses to improve

customer experience and reduce costs.

We help our clients do this.

Unaudited Preliminary Results Year End March 2019 13

Customer experience is the new battleground for business growth

Backend IT – Getting your house in order

Core Business Systems – Process efficiency

CRM – Knowing your customer

Early 1980s to 1990s

1990s to 2000

2000 to 2015

2015 onwards

CX – The new frontier

Forrester says that 72%

of decision makers at

large enterprises have

improving CX as a top

priority.

Gartner revealed that,

today, 89% companies

compete primarily on

basis of customer

experience.

Analytics

CX

Transformation

=

Customer Data

Management &

Segmentation

Journey

Mapping &

Service Design

Customer

Interaction

Management

+

+

+


The challenges businesses face to delivering a great CX

CORE BUSINESS SYSTEMS

3 rd PARTY SERVICES

TRANSACTION PROCESSING

FRAUD MANAGEMENT

CRM PLATFORM

CASE MANAGEMENT

COMMERCE PLATFORM

BILLING PLATFORM

APPOINTMENT MANAGEMENT

DELIVERY / FULFILMENT

ADDRESS VERIFICATION

CREDIT CHECK

PAYMENTS

APP

2

Over 9/10 CIOs state that the integration of new channels

with legacy systems was a key CX challenge.

More than 4/5 fear that an inability to automate customer

journeys end to end will lead their business to fall behind

competitors.

The two most commonly encountered challenges for CIOs

are data spread across different systems & legacy

technology.

14

8/10 state their current development approach hinders their

ability to create customer journeys in a fast and agile

manner.


Our CX automation product suite

15

Enterprise CPaaS

We provide a customer communications platform and applications that enable businesses to intelligently create,

manage and automate end to end digital customer interactions.


3rd PARTY SERVICES


FRAUD MANAGEMENT

CASE MANAGEMENT

COMMERCE PLATFORM

BILLING PLATFORM



NAME / ADDRESS VERIFICATION

CREDIT CHECK

PAYMENTS

CRM PLATFORM

APP2


IMIconnect bridges the gap between business systems and digital channels


3rd PARTY SERVICES


FRAUD MANAGEMENT

CASE MANAGEMENT

COMMERCE PLATFORM

BILLING PLATFORM




CREDIT CHECK

PAYMENTS

Integration set-

up

& management

Business Logic &

flow

orchestration

NLP & AI

powered

conversational

Automation

Communications

channel

management

Intelligent enterprise control

Service assurance &

infrastructure management

Integration set-

up

& management

Business Logic &

flow

orchestration

NLP & AI

powered

conversational

automation

Communications

channel

management

Intelligent enterprise control centre

Service assurance &


APP2

CRM PLATFORM

16


Enabling creation of new customer communication journeys 10x faster


3rd PARTY SERVICES


FRAUD MANAGEMENT

CASE MANAGEMENT

COMMERCE PLATFORM

BILLING PLATFORM




CREDIT CHECK

PAYMENTS

Business logic &

flow orchestration


Service assurance &


Integration set-up

& management

NLP & AI

powered

conversational

automation

Intelligent enterprise control centre

Service assurance &


APP2

CRM PLATFORM

NLP & AI powered

conversational

automation

Communications

channel

management

17



How IMIconnect is differentiated


3rd PARTY SERVICES


FRAUD MANAGEMENT

CASE MANAGEMENT

COMMERCE PLATFORM

BILLING PLATFORM




CREDIT CHECK

PAYMENTS

Business logic &

flow orchestration


Service assurance &


Integration set-up

& management

NLP & AI

powered

conversational

automation

APP2

CRM PLATFORMNLP & AI powered

conversational

automation

Communications

channel

management

19

Real-time, interactive, end to end customer journey management not just touchpoints

iPaaSBusiness process

management AI Core CPaaS

Centralised customer journey management vs disparate solutions


Enterprise CPaaS market opportunity

20

▪ The worldwide communications platform-as-a-service (CPaaS) market

is forecast to grow from $2 billion in 2017 to $10.9 billion in 2022.

▪ Market intelligence firm IDC predicts that CPaaS will continue to grow

at strong CAGR of 39.2% from 2017 to 2022.

Source: IDC, Worldwide Voice and Text Messaging Communications Platform as a Service Forecast, 2018 2022, #US43805418

▪ Industry analyst Gartner predicts that end-user spending on CPaaS is

expected to grow at a CAGR of nearly 50% between 2016 and 2021.

▪ By 2020, 30% of enterprises will deploy CPaaS use cases from 5% in

2017.

Enterprise CPaaS

Growth strategy


Consistent growth strategy

1 2 3 4

Accelerate market

penetration through

partnerships

Grow our share of

interactions with

existing accounts

Introducing new

innovative customer

engagement technologies

Leverage acquisitions for

market distribution

+ +

Established track record of performance since IPO

5-year revenue CAGR of 27%

RCS

Track record of 7

acquisitions since IPO in

2014


Delivering against our consistent growth strategy

23

1. Grow share of interactions with existing accounts

40 customers with over £500k

p.a. revenue 83 customers

between £100k - £500k p.a.

revenue(33 over £500k and 43 between £100k-

£500k in FY18)

Case study – UK Tier 1 Telecom provider

< £1M SaaS fees

(contracted)

> £1M SaaS fees

(contracted)

Mark

etin

g

Au

tom

atio

n

Back-end System

Integration

Ad-hoc

Marketing

Campaigns

Email Marketing

Campaigns

Multi-channel

Campaign

Management

Event triggered

customer journey

orchestration

2019

2021

2016

2018

2015

2014

Account Growth (p.a.)

< £100K projects

£100-500K projects



24


2. Accelerate market penetration through partnerships

By working closely with IMImobile we can innovate to meet the growing

demand from customers who prefer to communicate with businesses over

more interactive channels. As the world keeps changing,

we need to stay relevant for our customers and

IMImobile’s products help to enable that.

Jon Christian Hillestad, VP Business at Telia Norway

“

”

BT Cloud Contact Notify

IMIconnect is resold as

BT Cloud Contact notify



25



3. Introducing new customer engagement technologies

Location finder for petrol stations

Returns management

Official technology partner for Apple Business Chat, Google RCS Business Messaging & WhatsApp Business.

Early trials for RCS have seen improved engagement rates.

- US retail pharmaceutical company experienced 33% more opt ins to their loyalty program using RCS vsSMS.

- UK Telco launched RCS campaign with 25% engagement rate.

Launched first WhatsApp Business solution for FMCG client in India.

Launched Apple Business Chat with npower for their smart meter roll out initiative.



26




IMIassist: providing real time video customer service assistance



27




4. Leverage acquisitions for market distribution

2014: UK & India market

leader for SMB Messaging

Services

2015: Market leader for

mobile banking services in

SA

2017: Leading provider of

multi-channel messaging

and routing middleware

2017: UK market leader for

Appointment and Patient

Experiences

2018: Canada’s leading

provider of mobile

engagement solutions

2017: Leading US mobile

messaging and engagement

platform

Summary & outlook


▪ Momentum in customer communications sector for greater use of digital channels and

more automation

▪ Global opportunity to be category leader

▪ Established client relationships, pipeline of new deployments and high proportion of

recurring revenues provide great foundation for further growth

▪ Continuing investment in partnerships and new customer engagement technologies

▪ FY20 started well with trading in line with expectations

Summary & outlook

29


Thank you

Appendices


Global client list FY19

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Significant clients with billing of >£100k revenue


An experienced management team

33

Jay PatelGroup CEO

18 years with IMImobile

25+ years of Technology, Media

& Telecom experience with

BSkyB, UBS Warburg, Spark

Ventures

Chartered Accountant with

KPMG and MBA from INSEAD

Mike JefferiesGroup CFO

9 years at IMImobile

Executive position at WIN PLC

and formerly with the Whirlpool

Corporation

Chartered Management

Accountant

Vishwanath AlluriFounder & Non-Executive

Director

Extensive experience in

creating technology

companies

Chartered Accountant &

Company Secretary

Shyam BhatFounder & Group CTO

Engineer from highly prestigious

Indian Institute of Technology,

Bombay

30+ years in engineering & new

product developments

John AllwoodNon-Executive Chairman

Ex Chief Executive of Orange UK

Ex Chief Executive of Mirror

Group plc of

Non-Executive Director of

TalkTalk

Simon Blagden CBENon-Executive Director

25+ years experience in

telecoms & IT industry

Non-Executive Chairman

Fujitsu UK

Chairman Duke of York’s

Community Initiative charity


Products & Case studies


IMImobile CX Automation Suite

35

Enterprise Cloud Communications Platform - 24/7 Global Managed Service Infrastructure

Vertical specific applications

Global MNO Connectivity OTT & IP Messaging Device Database Voice Gateway Payments

Enabler Layer

IMImobile Cloud Communication & Automation Platform

Cloud Engagement Products

Enterprise AI Customer Interaction Automation Software Tools

(Operator) (Operator) (Broadcast) (Healthcare) (Customer Service)

(Marketing) (SMB) (SMB)


Product portfolio overview

36

IMIconnect is the cloud-based platform that

allows enterprises to build, automate and deploy

better customer journeys.

IMIchat is a cloud contact centre application that

allows contact centre agent to easily interact

with customers across all digital and mobile

messaging channels.

IMIbot allows businesses to build chatbots at an

enterprise level. IMIbot offers a secure route to

implementing chatbots and easily integrates with

existing systems, processes and services.

IMIdigital is a content management platform

delivering digital content services such as video

and music to customers mobile/digital devices.

IMIsocial helps broadcasters to engage with their

audiences using a variety of mobile, social media

and messaging chat channels.

Textlocal is most advanced mobile messaging

platform with more than >165,000 SMB

customers worldwide.

IMIcampaign is an integrated marketing

campaign management platform to create,

manage, deploy, monitor and adapt marketing

campaigns throughout the customer lifecycle.

NMX is a virtualised Platform-as-a-Service

gateway solution for A2P messaging revenue

assurance. It enables operators to monetise

messaging traffic terminating on the network,

reduce grey route and fraudulent traffic and

delivers rapid ROI.

Envoy Messenger, delivers high-availability,

critical and secure patient communications. As

well as sending proactive communications to

patients, the software produces high level

results into dashboards allowing NHS Trusts to

analyse efficiency and effectiveness.


There is a complex vendor landscape

37

Customer Service Automation

and AI

Real-time mobile marketing

platforms Two-way messaging for

CRM

Enterprise CPaaS with digital customer

service, bot and marketing automation modules

Integration PaaS (iPaaS)

Dev Communications PaaS (CPaaS)

Contact Centre Providers


Recognised by leading industry analysts

38

▪ Magic Quadrant: Mobile Marketing Magic

Quadrant (2018)

▪ Report: Market Guide for Communications

Platform as a Service (2018)

▪ Report: Gartner CRM Vendor Guide (2017)

▪ The Forrester Tech Tide: Contact Centre

Technologies For Customer Service (2018)

▪ Consumers Want Convenience, Not

Conversations Report (2018)

▪ Forrester Now Tech: Mobile Low-Code

Development Platforms (2018)


Three core areas for automation & customer interaction management

https://emxweb.infracast.com/InfracastDemo/wfnewhome.aspx


Improving the parcel delivery experience

Deployed in less than 3 months

▪ Hermes deployed IMIconnect as part of their

‘Digital Futures’ programme

▪ IMIconnect will enhance millions of delivery

notifications each month on behalf of

Hermes’s retail clients

▪ Customer journeys currently built include:

1. Geo fencing – provides a location for each parcel

with delivery updates sent over a choice of

channels

2. ‘SafePlace’ photo – photographic evidence that

parcels have been deposited, providing

increased confidence of successful delivery

IMImobile has been instrumental in helping to

deliver our ‘Digital Futures’ programme that

prioritises customer experience through

investment in innovation and technology.

Chris Ashworth, Chief Information Officer at Hermes

“”


Typical Logistics flow set up in IMIconnect

41


Powering service communications for Barclays

42

> One of UK’s largest financial services company

> Over 24 million customers and 1,500 branches

> Operates in 55 countries worldwide

> Amongst the largest top 5 retail and commercial banks

They had the need to digitise over 20+ communication services to reduce fraud,

improve payment experience and drive self service through mobile channels,

such as the Mobile Banking App + SMS.



Typical banking flow set up in IMIconnect

43

Hi, we want to confirm

a payment made via

YourBank Online

Banking. You will soon

receive another SMS

from 64700 that you

will need to reply to.

Did you make the

following payment

08/09/2016 £299.99 to

Retailer X? Please

reply Y if you made

this payment or N if not

Thank you, your

YourBank payment will

be made immediately.


Creating a centralised intelligent communications hub for EE

▪ IMIcampaign integrates with different business

systems, networks & data to deliver real-time

contextual offers & recommendations to

customers

▪ Automation of event triggers to offer

personalised offers and recommendations for

upsell / cross-sell across products

▪ Strategic solution for digital innovation in

customer experience, helping EE leverage

different systems already in place.

✓ Leverage investment made in existing platforms

✓ Expand channel reach & capabilities

✓ Increase personalisation across multiple touchpoints

✓ Consistent cross-channel customer experience


Powering marketing communications automation

45

▪ Capitec is South Africa’s fastest growing bank

▪ IMImobile delivers a centralised client

communications hub to create a more

personalised digital banking experience for

Capitec’s 10 million customers

▪ IMIconnect speeds up the delivery of new

innovative banking services such as:

› Account & transaction notifications

› Credit status checks

› Customer feedback surveys

We are pleased to work with IMImobile,

a partner with proven experience and

track record in the financial services

sector.

“Francois Viviers, Executive: Marketing & Communications


Product screenshots for IMIcampaign

46


Enabling two-way communications using Apple Business Chat

47

> One of UK’s largest energy providers

> First IMImobile client using Apple Business Chat

> Business Chat accessed via IMImobile’s contact

centre chat platform, IMIchat to share rich media

messages with customers

npower wanted to use Apple Business Chat to improve the customer experience

for customers looking to switch to a smart meter. Customer service agents are

able to trigger post-chat surveys using the ‘list picker’ functionality.



IMIchat powering rich media messages for npower

48


Automation of high-volume customer service enquiries

49

▪ Deployed a Virtual Assistant that acts as a

frontline to the contact centre – customer

communication was orchestrated across several

existing business systems

▪ The Virtual Assistant uses a Manager Bot, NLP-

driven keywords and phrase recognition

framework

▪ The Virtual Agent (web/mobile) can solve the

most common customer enquiries, reduce

handling time before queries get passed to

customer service agents

A third of all inbound customer chats were

answered and solved by the VA in the first

three months

Total number of queries handled by

the contact centre has doubled

The customer service experience has

been improved by enabling self-service

24x7

Improving contact centre KPI performance & transforming the customer service experience


Customer journeys using the virtual assistant

50


Product pricing methodology

51

• Platform – tiered event based pricing + messaging transaction fee

• Professional service quoted for customisation based upon SoW

• Platform – tiered conversation based Pricing + messaging fee

• Professional service quoted for customisation based upon SoW

• Self Service or managed service offering

• Setup fee, price per campaign (managed service) + messaging

pricing, monthly license fee

• Per seat, per channel + messaging transaction fee

• Professional service quoted for integration based upon SoW

Unaudited Preliminary Results Year End March 2019Unaudited Preliminary Results Year End March 2018

IMIcloud – 24/7 Mission

Critical Infrastructure &

Services


What it takes to manage mission critical communications at scale

53

Scalable & Elastic cloud Infrastructure

Throughput management

Se

cu

rity

& C

om

plia

nce

Real-time monitoring of channels & traffic

24/7 support operations

Orchestration of enterprise communications channels & services

Service trend analytics


Using a centralised, intelligent approach aligned to business processes

54

Traditional Approach

New Approach

Visual Builder for

Communication Flows

Serverless

DeploymentCentralised Intelligent

Management

Aligned to business processes and systems


Real-time monitoring

One dashboard to comprehensively monitor IMIconnect infrastructure.

• Monitors health of all services on IMIconnect

• An in-depth look at all network traffic

• Monitor queue depth, message latency

• Granular data for complete and through network analysis

• Non-intrusive, proactive alerting

23

55


iMonitor – Roundtrip checks

• Tests and monitors the latency of different channels.

• Proactive alerting based on response times:

• Green - Normal operation

• Over 2 minutes - Internal alerts, fault check algorithms triggered

• Over 5 minutes - 24/7 support teams engaged

• Automated troubleshooting based on SLAs and alerts to customers

56


Service Trend Analysis

57

Documents

IMImobile PLC · 2020. 10. 2. · Our software enable businesses to build and launch new customer journeys up to 10x faster than traditional development methods. 2000 Founded with