DiamanteDesk is an easy-to-use, open source support ticketing system and customer service solution

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. Support requests from customers nowadays could come in many ways. You receive an e-mail, private
message via Facebook, phone call, “contact us” form on your website or refund/return form on your
eCommerce store, etc. And that will definitely become a problem as your business grows to keep in mind
all those channels, reply to your customers promptly and the most important it'll be absolutely impossible
to centralize all your support activities in a single place to analyze all your incoming tickets and have an
overview of requests from your customers independently on the way you received them, control response
times and have metrics of your support agents.
Problem
All kinds of businesses work with clients and therefore all businesses are in
need of reliable customer care solution

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
DiamanteDesk organizes all incoming
customer requests from all sources
(e-mail, Facebook, Twitter, sms, phone,
requests from website, etc) in a single
place, creates tickets for each incoming
request, makes possible reverse
communication through the same
channel
Hard to delegate requests to
those who can solve them
Lost incoming
requests because of
the "human factor"
Automation of processes reduces
probability of the "human error" as
a result all queries are resolved,
customers satisfied, loyalty to
company increases.
Disordered
data
DiamanteDesk assigns support
tickets to responsible
department, employee or resource and
it gives possibility to redirect it to
another assignee who is better
person to deal with the
issue.
DiamanteDesk acts as
tickets storage, it
systematizes everything, make it
available for further analysis.
DiamanteDesk automates internal
support processes, it allows proper ticket
assignments, ticket redirecting to competent
department or employee and communication with the
customer through the same channel, so it's decreasing
waiting time, decreasing labor costs, increasing
customer's satisfaction and loyalty.

4. USP
We know that there are a lot of helpdesk
alternatives, that solve most of standard
issues but also we know that there are a
lot of companies that have special needs
and they cannot be satisfied by standard
tools.
That's why 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
• According to IDC (International Data Corporation) the customer service and
contact center software market size is a $10.2B worldwide
• In general there are 293 750 (110 000 eCommerce websites and 183 750
websites from other business categories worldwide) webpresent enterprises with
high potential. 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 an e-mail, private message via
Facebook, phone call,“contact us” form on
your website or refund/return form on
your eCommerce store, etc.
2
DiamanteDesk analyzes incoming
information and directs request to
responsible person or to knowledge base
in case if issue can be resolved in
standard way
3
Responsible person finds the solution of
the problem or contacts with person who
sent request for additional information
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
context advertising,
banners on relevant resources,
paid articles on popular resources,
own blog,
video tutorials on youtube
channel
Conferences participation in conferences as attendees,
acting as a sponsor of conferences
Media-PR articles/ads in IT/eCommerce/business magazines
Social media Facebook advertising, blogging on Facebook & LinkedIn
Channels
Partners
Web hosting control panels
Direct Mail
Paid mailing oriented to clients of integrated with
DiamanteDesk systems
Plugins for CMS/ eCommerce platforms
Internet context advertising
Sales Force

10. Protection
High Research &
Development Costs
Presence of Sunk
Costs
Knowlege &
Expertise

11. Road Map for 2015
System basics
• Attachments to branches
• Custom configurable fields for tickets
Permissions
• Branch level permissions
• Ticket level permissions
Embedded ticketing forms for external systems
(Shopify, Prestashop, Oxid and other eCommerce
platforms or systems)
Customer front-end
• Customizable columns in ticket grid
• Customer front-end permissions
• Create, edit, delete sub-users and grant front-end
permissions to the same branch
• Registration and login via social networks (Gmail,
Linkedin, Facebook, Twitter)
• Special call-center interface
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
Development Marketing activities

12. Team
DiamanteDesk is based on Oro Platform and Symfony2 and being developed by Eltrino. We’re a full-service
eCommerce solutions provider with 3.5 years of successful experience in development, wide range of
completed projects for US, German, Dutch, Belgian, Italian & French clients and developed multiple
extensions and modules for Magento and OroCRM.
Development is our passion and what we do best.
Our team is balanced and we have developers with great experience, QA engineers, front-end developers,
system administrators, project and product managers, marketing managers. Part of our developers are
Magento core developers and their unique experience help to create the best help-desk solution ever.
?
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 ($ Expenses ($ EBIT ($
Rewards:
• Expected return of investments: ~ 5 yrs
• Potential company value in 5 yrs: $100M+
Estimated financial results
Exit strategy
Optimistic Realistic
Initial public offering (IPO) Being bought out by a larger player in the industry

14. Thank you!