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DiamanteDesk for StartupLab

Elena Kulbich
Elena Kulbich

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

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Easy-to-use help-desk open source support ticketing system and customer service solution Sergey Lysak CEO at Eltrino sergey@eltrino.com diamantedesk.com
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 鍖exibility of existing helpdesk alternatives
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
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 $10.2B worldwide DiamanteDesk target market is 293 750 enterprises
Competition customers 10000* customers 1000* customers 10000* SaaS data location SaaS data location data location source closed source closed source open customers 45740 customers 20000 customers 30000 SaaS data location SaaS data location On Premise or Saas data location source closed source closed source open On Premise or Saas customers data location source openOn Premise or Saas Backups Managed per agent / mo 1$ 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
Technology 1 You receive customers request 2 DiamanteDesk assigns request to responsible person 3 Responsible person 鍖nds the solution of the problem 4 Resolution 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 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
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 DevelopmentMarketing activities
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
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 鍖nancial results Exit strategy Optimistic Realistic Initial public offering (IPO) Being bought out by a larger player in the industry
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DiamanteDesk for StartupLab

  • 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 鍖exibility 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 customers request 2 DiamanteDesk assigns request to responsible person 3 Responsible person 鍖nds 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 鍖nancial results Exit strategy Optimistic Realistic Initial public offering (IPO) Being bought out by a larger player in the industry