Richard Harpin 1 2 3 4 5 We have We have the right We have the - - PowerPoint PPT Presentation

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Richard Harpin 1 2 3 4 5 We have We have the right We have the - - PowerPoint PPT Presentation

Dec 12, 2022 143 likes •724 views

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

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SLIDE 1

Presented by

Richard Harpin

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SLIDE 2

We have the right customer proposition

1

We have a successful scalable business model

2

We are expanding

  • ur business

internationally

3

We have a strong customer culture

4

We have the right people in place to take us where we need to go

5

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SLIDE 3

loss take up

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SLIDE 4

35%

customer growth with USP

6% market penetration New partnerships Proven low cost repair network

  • Long term affinity

marketing agreements with utilities

  • HomeServe

funds marketing

  • Customer ownership

43m

Households 7% penetration

7%

customer growth

15m

households

1.2m

customers 15m households

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SLIDE 5

3%

Customer growth in 2016

24m

Affinity partner households

30%

Market penetration

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SLIDE 6
  • Local management in each territory

‐ No cross border trading

  • Resilient business model

‐ Customer acquisition ‐ Customer retention

  • Positive P&L effect
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SLIDE 7

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

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SLIDE 8
  • A. Halves cost
  • B. Utility – skin in the game
  • C. Prospect multiple countries in parallel
  • D. Hire a dedicated CEO to lead

Halves cost

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SLIDE 9

Customer first Governance and controls  short term targets

2011 UK Crisis

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SLIDE 10

The team to create and manage growth through our third decade

Richard Harpin Johnathan Ford Martin Bennett Tom Rusin David Bower H Stephen Phillips Guillaume Huser Lionello Guelfi Giles Desforges Rafaele Petruzzo

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SLIDE 11

We can step change growth in our third decade

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Vision

To become the world’s favourite plumbers, heating engineers and electricians

Mission

To provide home assistance membership which frees our customers from the worry and inconvenience of emergencies, repairs and installations

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SLIDE 13

The start of a revolution in the home

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Installing HomeServe in customer homes

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SLIDE 15

Big benefit to regulated energy companies

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SLIDE 16

The HomeServe button

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  • Video call an expert
  • Saves the cost of

sending an engineer to their home

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SLIDE 18
  • Not our traditional customers
  • Half of these customers

know a local tradesman

  • We need a proposition for them
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SLIDE 19

80m 70m 60m

Product and service innovation Investment in technology Low cost

proposition

Rapidly scalable

+ =

  • Offering self employed engineers extra work via HomeServe
  • Platform businesses make it BIG
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SLIDE 20
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SLIDE 21

It took Apple 30 years to launch the iPhone 30 years

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SLIDE 22

100k

engineers

50m

members

15

countries

Our aspirations

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SLIDE 23

Technology & Innovation

Presented by

Martin Bennett | CEO HomeServe Membership Craig Foster | MD HomeServe Labs

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SLIDE 24

Technology Digital Innovation Heating Innovation Water Technology Pega

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SLIDE 25

Investment in our Customer Relationship Management System

PEGA

Benefits

A single view of the customer Simple campaign and asset management across multiple channels Easy to tailor products and pricing Simple upgrading and downgrading Driving shorter call times and improved efficiencies

Innovation Water Technology Pega Technology Digital Innovation Heating
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SLIDE 26

Innovation Heating Innovation Water Technology Pega Technology Digital

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SLIDE 27

Investment in digital capabilities Benefits

Enabling channel

  • f choice

Online self-service e.g. claims Attracting new customers Track your engineer Digital live chat

Innovation Water Technology Pega Technology Digital Innovation Heating
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SLIDE 28

Innovation Water Technology Pega Technology Digital Innovation Heating

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SLIDE 29 Innovation Water Technology Pega Technology Digital Innovation Heating
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SLIDE 30

Technology Pega Technology Digital Innovation Heating Innovation Water

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SLIDE 31 Technology Pega Technology Digital Innovation Heating Innovation Water
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SLIDE 32 Technology Pega Technology Digital Innovation Heating Innovation Water
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SLIDE 33

Current IoT leak detectors

Low cost

Detects all leaks

Expensive Low functionality

Technology Pega Technology Digital Innovation Heating Innovation Water
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SLIDE 34

Lots of sensors Expensive installations

Technology Pega Technology Digital Innovation Heating Innovation Water
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SLIDE 35

Detects all leaks

Expensive Low functionality

Technology Pega Technology Digital Innovation Heating Innovation Water
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SLIDE 36 Technology Pega Technology Digital Innovation Heating Innovation Water
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SLIDE 37

Unique technology Easy install Connected support

Technology Pega Technology Digital Innovation Heating Innovation Water
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SLIDE 38

Water damage claims is a world-wide problem claims in the UK

Technology Pega Technology Digital Innovation Heating Innovation Water
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SLIDE 39

Technology Pega Technology Digital Innovation Heating Innovation Water

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SLIDE 40

USA: The Real and Now Growth Opportunity

Presented by

Tom Rusin

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SLIDE 41

Proven Model Highest New Partner Response Rates Highly scalable

  • perational

foundation Motivated people Strong Growth Prospects

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SLIDE 42

Then

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SLIDE 43

Now

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SLIDE 44

Wyandotte County / Kansas City Board of Public Utilities Washington Suburban Sanitary Commission Severn Trent Services

54k HHs 455k HHs 255k HHs

North Myrtle Beach

15k HHs

North Fayette County

18k HHs

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SLIDE 45
  • Energy tender

success rate of 100%

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SLIDE 46
  • Energy tender

success rate of 100%

  • Water tender

success rate of 56% (excluding USP)

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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

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SLIDE 48

NLC mission

The NLC is dedicated to helping city leaders build better communities.

Membership

A resource for the 19,000 cities, towns and villages they represent.

Programs and services

  • Influence Federal Policy
  • Education and Networking
  • City Solutions
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SLIDE 49

435

Prospects

13m

Households

16

Partners

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SLIDE 50
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Total prospects Live proposals Advanced negotiation Contract signed

50k+

Prospects

268m*

Households

735

Prospects

105m

Households

150

Prospects

14m

Households

400

Partners

43m

Households * USA households 134m, serviced by water and energy service providers

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SLIDE 52

8%* £0 20%

Current Margin Investment in extra growth Underlying margin

* Current margin includes impact of investment for 17% customer growth Operating margin %

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SLIDE 53

Down 38% Down 22% Down 10%

Minutes Per Policy Calls Per Claim Contractor Costs

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Today we could be a low-growth +20% margin business with 2.3m customers…

March 2016 July 2016 (incl. USP) US in the Future AP Households 32m 43m 80m Penetration 7% 6% 10% Customers 2.3m 2.7m 8.0m Income per Customer $91

  • $100

Operating Margin 8%

  • 20%

…but tomorrow we would rather be a 20% margin business with 8m customers

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SLIDE 55
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01

On our way to becoming the world’s favourite plumbers, heating engineers and electricians

02

A great membership model

03

US momentum with 8m customers in the future

04

Leading the smart home arena

05

Proven model for many more countries

1 2 3 4 5

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SLIDE 57

END