CAX ESTIMATION. Estimate market size for cloud based customer service software providers like Freshdesk, Zendesk etc. in the US

Transcription

1 CAX ESTIMATION Estimate market size for cloud based customer service software providers like Freshdesk, Zendesk etc. in the US 1

2 Target Market as defined by client Target Market Target Industry Target companies (within industry) USA Technology, Technology service providers E-commerce, Internet companies (e.g. Makemytrip) Publishing and Travel Company size is 500 to 5000 employees Number of People in customer support is 30 or above 2

3 Estimated Market size for Cloud based Customer Support Software for the target market in 2015 Basis Data Relational Data Market size $6.2 b 7.8% 35.7% 107.8% 2 $201 m SaaS product Market Size for target verticals %age Customer Support products %age companies with company size Y-o-Y growth for 2014 and 2015 Estimated Market size for the target market by 2015 See Calculations See Calculations See Calculations See Reference #7 Basis data: Quantitative data available from published sources or a previously conducted survey that is not a direct quantification of the size of the market of interest, but that is related to it. Market segmentation flows from the segmentation structure of the basis data; i.e., if the basis data are segmented by country the estimated market size will be segmented by country. Relational data: Quantitative data that provide the link between the basis data and the target market size. The relational data are sometimes no more than rules-of-thumb, but for many clientneeds the resulting level of accuracy is adequate. 3

4 Market share of cloud based customer support software in US for 2013 by target industry 40% 35% Technology & Tech services Travel E-Commerce Publishing 1% 7% 17% Others See Calculations Note: This division is based on companies with any number of customer support reps 4

5 List of 10 companies that client should target See Reasons for recommendations Company name Company size Stakeholder within the target company to be targeted Ixia Liquidity services Shutterfly Inc. IPG Photonics Orbitz Worldwide Simon and Schuster Gilt.com Athenahealth.com Drugstore.com Fortinet Turnover :455 mn USD Employee strength : Turnover :496 mn USD Employee strength : Turnover :666 mn USD Employee strength : Turnover :581 mn USD Employee strength : Turnover : USD 847 mn Employee strength : Turnover : USD 790 mn Employee strength : Turnover : USD 550 mn Employee strength : Turnover :451 mn USD Employee strength : Turnover : Above USD 450 mn Employee strength : Turnover :552 mn USD Employee strength : Professional services and Education services department Surplus asset management and other services division and the procurement & customer support wing Division handling the technology for photo sharing Applications divisions of the company and the procurement & customer support division Technology Procurement division & customer support wing handling the ticket booking Division handling the Business portal of the firm and other services like video streaming and the division looking after the procurement and technology wing related to customer support, purchase guidance Division handling the online payment transactions and also the one handling the website maintenance and upgradation Division handling the electronic/online health management systems technology and the online payment division Division handling the customer care and online transactions Cloud management, antivirus and other service support division 5

6 Calculations 6

7 Estimated overall SaaS market size for target verticals in 2013 for US: $6.2b IT spend for target verticals = 3.3% of 1580* bn USD = 52 bn USD Fact: According to Gartner, cross industry average spends on IT is 3.3% of the industry revenue in US [as per 2013] [2][3] Assumption: Using same percentage for finding IT spend across target verticals *Industry revenues of Target verticals Target Market Industry revenues in USD bn Technology & Tech. services 852 [8][9]10] Travel 438 [11] Publishing 27 [12] SaaS market size for target verticals = 12% of 52 bn USD = 6.2 bn USD [as per 2013] E-commerce 263 [13] Total Revenue 1580 (Note :The technology and technology service section comprises of the information technology, medical technology and consumer electronics) Fact: According to BCG, SaaS happens to be 12% of the total IT spends for US [2][3] Back 7

8 Estimated market share for SaaS-based Customer support products among all SaaS products: 7.8% Estimated US Market size for SaaSbased customer support products [2013] See Calculations Estimated US Market size for SaaS products [2013] See Calculations 812 million 10.4 billion * 100 = 7.8% GoTo: Overall Market size estimation GoTo: Calculation of SaaS-based Customer support market share by Target industry 8

9 Estimate of percent companies in the target vertical with company size: 35.7% Team Size # of customer support employees # of companies in Publishing # of customer support employees Publishing # of companie s in Travel # of customer support employees Trave # of customer support employees Technology # of customer support employees Technology # of companies in ecommerce # of customer support employees ecommerce , , %customer support employees in companies with team size TO companies of all team sizes [A] Avg [A] 35.7% # of customer support employees = Avg(Team size range)/85 = Avg(200,500)/85 = 4 Fact: Ratio of internal end-users to technical support employees: 85:1 [14] Source: linkedin.com GoTo: Overall Market size estimation GoTo: Calculation of SaaS-based Customer support market share by Target industry 9

10 Rationale for Finding top 10 potential customers for offering Customer service/help desk SaaS software in the US Sr.no. Company Category Reason for recommendation 1 Ixia Technology Last 3 years growth of 30% and last year growth of 43% and major presence in cloud services. Despite their presence in the cloud, they may offload a part of their work to other players. 2 Liquidity services Technology Last 3 years growth of 23% and last year growth of 22%. Also, the firm is in online services related to wealth management and customer management requirement is imperative 3 Shutterfly Inc. Technology 4 IPG Photonics Technology 5 Orbitz Worldwide Online travel 6 Simon & Schuster Publishing Company 7 Gilt.com E-commerce 8 Athenahealth.com Technology 9 Drugstore.com E-commerce 10 Fortinet Technology Last 3 years growth of 25% and last year growth of 25%. The firm engages in online photo sharing and hence they may require assistance with client interaction services Last 3 years growth of 46% and last year growth of 17%. The company is into laser products and hence may require a structured channel for business interaction Growth rate of 8.7% in The travel portal management and services for customer interaction may be required by the firm Revenues from digital sales increased 35% from the previous year and represented 23% of total publishing revenues in The firm deals with digital services for which they may require analytics assistance and customer support. Customer support also required in general Sales grew by 22% in An e-commerce site has heavy visits and other activities on the website. To handle it effectively they may require SaaS services Last 3 years growth of 31% and last year growth of 29%. Their online health management system may require resources for customer handling. Revenue growth expectations of 64% from 2010 to 2013 to USD 750mn. A fast growing e- commerce site that it is, it will require cloud assistance for handling huge customer requests. Last 3 years growth of 21% and last year growth of 29%. Transaction for its online products may require cloud assistance. Despite their presence in the cloud, they may offload a part of their work to other players. Back 10

11 Calculation of SaaS-based Customer support products by Target industry IT spend for Technology services = 3.3% of 852 bn USD = 28 bn USD IT spend for Travel IT spend for E-Commerce = 3.3% of 263 bn USD = 8.7 bn USD IT spend for Publishing = 3.3% of 438 bn USD = 14.4 bn USD = 3.3% of 27 bn USD = 0.9 bn USD Fact: According to Gartner, cross industry average spends on IT is 3.3% of the industry revenue in US [as per 2013] [2][3] Assumption: Using same percentage for finding IT spend across target verticals *Industry revenues of Target verticals Target Market Industry revenues in USD bn SaaS market size -Technology services = 12% of 28 bn USD = 3.4 bn USD [as per 2013] SaaS market size Travel = 12% of 14.4 bn USD = 1.7 bn USD [as per 2013] SaaS market size Ecommerce = 12% of 8.7 bn USD = 1 bn USD [as per 2013] SaaS market size Publishing = 12% of 28 bn USD =.11 bn USD [as per 2013] Technology & Tech. services 852 [8][9]10] Travel 438 [11] Publishing 27 [12] E-commerce 263 [13] Total Revenue 1580 (Note :The technology and technology service section comprises of the information technology, medical technology and consumer electronics) Fact: According to BCG, SaaS happens to be 12% of the total IT spends for US [2][3] Back Continued 11

12 Calculation of SaaS-based Customer support market share by Target industry SaaS-based customer support market size -Technology services = **7.8% of 3.4 bn USD = 0.26 bn USD [as per 2013] SaaS-based customer support market size Travel = **7.8% of 1.7 bn USD = 0.13 bn USD [as per 2013] SaaS-based customer support market size Ecommerce = **7.8% of 1 bn USD = bn USD [as per 2013] SaaS-based customer support market size Publishing = **7.8% of.11 bn USD =.0086 bn USD [as per 2013] Further distilled for target market segment [companies with team size ] SaaS-based customer support market size -Technology services = ***40.5% of 0.26 bn USD = bn USD [as per 2013] SaaS-based customer support market size Travel = ***40.4% of 0.13 bn USD = bn USD [as per 2013] SaaS-based customer support market size Ecommerce = ***27% of bn USD = bn USD [as per 2013] SaaS-based customer support market size Publishing = ***35% of bn USD =.003bn USD [as per 2013] ** Refer slide #8 for 7.8% *** Refer slide #9 for figures Back 12

13 Appendix 13

14 Estimated US market size for SaaS products in 2013: $10.4b US SaaS market size = 60% of Global SaaS market = 60% of USD 14 bn = USD 8.4 bn [2012] Fact: Analysis from Pierre Audoin Consultants (PAC): US accounts for 60% of global SaaS sales in 2012 [4] Fact: Analysis from Parallels Global SMB Cloud Insights: Global SaaS Market Size 2012 : USD 14bn [7] Estimated US SaaS market size by 2013 = 8.7 * (1+0.24) = $10.4 billion Assumption: Growth of SaaS market in North America grown between 2011 and 2012 by 24% [1] Using 24% as market growth rate for Back 14

15 Estimated US market size for SaaS-based customer support products in 2013: $812 m Global Market size for SaaS based customer service & support = 40% of 4.6bn USD = 1.67bn USD Fact: Globally, Customer support market size in 2013 :4.6 bn USD [33% of CRM market] [6] Fact: As per Gartner, 40% of CRM software are SaaS based [5] North America s Market size for SaaS based CSS = 52.9% of 1.67 bn USD = 880 mn USD Fact: North America s share in SaaS based CRM Customer support in 2013 : 52.9% [1] Back Continued 15

16 Estimated US market size for SaaS-based customer support products in 2013: $812 m [continued] Share of USA in Overall North America s SaaS market = 8.4/9.1 = 92% Fact: North America SaaS market size : 9.1 bn USD [1] Assumption: Using US SaaS market size from Slide #14: 8.7 bn USD US Market size for SaaS based customer service & support = 92% of 880 mn USD = 812 mn USD Back 16

17 References

18 References 4. market data from PAC shows the highly heterogeneous maturity levels of the SaaS market, with the USA accounting for 60 percent of the worldwide SaaS market in CRM Market Share Update: 40% Of CRM Systems Sold Are SaaS-Based 6. Marketing automation will lead CRM application segment growth with a 10.7% compound annual growth (CAGR) through 2016, reaching a total market value of $4.6B GoTo: Overall Market size estimation 18

19 References Revenues-to-Reach-Record-High-of-$208.aspx

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