Presented by Richard Harpin
1 2 3 4 5 We have We have the right We have the We are expanding We have a a successful people in place to right customer our business strong customer scalable take us where we proposition internationally culture need to go business model
loss take up
• Long term affinity marketing agreements with utilities 35% 43m 7% 15m customers 15m 1.2m • HomeServe customer Households customer households households funds marketing growth growth 7% with USP penetration • Customer ownership 6% market penetration New partnerships Proven low cost repair network
3% 24m 30% Customer Affinity partner Market growth in 2016 households penetration
• Local management in each territory ‐ No cross border trading • Resilient business model ‐ Customer acquisition ‐ Customer retention • Positive P&L effect
+ Joint Ventures with: + + Investment £0.5m £2m each Today: + + Customers 2.2m 1.0m Profit £60m € 31m Value £600m € 300m £900m* (£12m) * Excluding UK valuation of c.£600m
A. Halves cost B. Utility – skin in the game C. Prospect multiple countries in parallel Halves cost D. Hire a dedicated CEO to lead
Customer Governance short term first and controls targets 2011 UK Crisis
Richard Johnathan Martin Tom David Harpin Ford Bennett Rusin Bower H Stephen Guillaume Lionello Giles Rafaele Phillips Huser Guelfi Desforges Petruzzo The team to create and manage growth through our third decade
We can step change growth in our third decade
Vision Mission To become the world’s To provide home assistance favourite plumbers, heating membership which frees our engineers and electricians customers from the worry and inconvenience of emergencies, repairs and installations
The start of a revolution in the home
Installing HomeServe in customer homes
Big benefit to regulated energy companies
The HomeServe button
• Video call an expert • Saves the cost of sending an engineer to their home
• Not our traditional customers • Half of these customers know a local tradesman • We need a proposition for them
Product Investment Rapidly Low cost + = and service in proposition scalable innovation technology 60m 70m 80m • Offering self employed engineers extra work via HomeServe • Platform businesses make it BIG
30 years It took Apple 30 years to launch the iPhone
Our aspirations 50m 100k 15 members engineers countries
Technology & Innovation Presented by Martin Bennett | CEO HomeServe Membership Craig Foster | MD HomeServe Labs
Technology Technology Innovation Innovation Pega Digital Heating Water
Technology Technology Innovation Innovation Pega Digital Heating Water Benefits Investment in our Customer Relationship Management System PEGA Simple campaign Driving shorter A single and asset Easy to tailor Simple call times and view of the management products upgrading and improved customer and pricing across multiple downgrading efficiencies channels
Technology Technology Innovation Innovation Pega Digital Heating Water
Technology Technology Innovation Innovation Pega Digital Heating Water Benefits Investment in digital capabilities Enabling Online Attracting new Digital Track your channel self-service customers live chat engineer of choice e.g. claims
Technology Technology Innovation Innovation Pega Digital Heating Water
Technology Technology Innovation Innovation Pega Digital Heating Water
Technology Technology Innovation Innovation Pega Digital Heating Water
Technology Technology Innovation Innovation Pega Digital Heating Water
Technology Technology Innovation Innovation Pega Digital Heating Water
Technology Technology Innovation Innovation Pega Digital Heating Water Low cost Low functionality Detects all leaks Current IoT leak detectors Expensive
Technology Technology Innovation Innovation Pega Digital Heating Water Lots of sensors Expensive installations
Technology Technology Innovation Innovation Pega Digital Heating Water Low functionality Detects all leaks Expensive
Technology Technology Innovation Innovation Pega Digital Heating Water
Technology Technology Innovation Innovation Pega Digital Heating Water Unique Connected Easy technology support install
Water damage claims is a Technology Technology Innovation Innovation Pega Digital Heating Water claims in the UK world-wide problem
Technology Technology Innovation Innovation Pega Digital Heating Water
USA: The Real and Now Growth Opportunity Presented by Tom Rusin
Proven Model Highest New Highly scalable Motivated Strong Growth Partner Response operational people Prospects Rates foundation
Then
Now
North Fayette North Myrtle Washington Suburban Wyandotte County / Severn Trent County Beach Sanitary Commission Kansas City Board of Services Public Utilities 18k HHs 15k HHs 54k HHs 255k HHs 455k HHs
• Energy tender success rate of 100%
• Energy tender success rate of 100% • Water tender success rate of 56% (excluding USP)
USP gives us: • 0.4m customers • 335 affinity partners covering 9.9m HHs in the US & Canada • Incremental $15m EBITDA in FY18 • Proven cost effective model by which to manage municipal channels • Exclusive arrangement with National League of Cities
NLC mission Membership Programs and services The NLC is dedicated A resource for the 19,000 cities, towns and villages they represent. to helping city leaders • Influence Federal Policy build better communities. • Education and Networking • City Solutions
435 Prospects 13m Households 16 Partners
Total Live Advanced Contract prospects proposals negotiation signed 50k+ 268m* 735 105m 150 14m 400 43m Prospects Households Prospects Households Prospects Households Partners Households * USA households 134m, serviced by water and energy service providers
Operating margin % 20% 8%* £0 Current Margin Investment in extra growth Underlying margin * Current margin includes impact of investment for 17% customer growth
Minutes Per Policy Calls Per Claim Contractor Costs Down 38% Down 22% Down 10%
Today we could be a March 2016 July 2016 US in (incl. USP) the Future low-growth +20% AP Households 32m 43m 80m margin business with 2.3m customers… Penetration 7% 6% 10% Customers 2.3m 2.7m 8.0m Income per $91 - $100 …but tomorrow we Customer would rather be a Operating Margin 8% - 20% 20% margin business with 8m customers
On our way to becoming the world’s favourite 1 01 plumbers, heating engineers and electricians A great membership model 2 02 US momentum with 8m customers in the future 3 03 Leading the smart home arena 4 04 Proven model for many more countries 5 05
END
Recommend
More recommend
