Groupe Bruxelles Lambert enters into exclusive negotiations for the acquisition of the Webhelp group

GBL announces today it has entered into exclusive negotiations to acquire a majority stake in the Webhelp group, together with its co-founding shareholders, Olivier Duha and Frédéric Jousset, who would retain their role as founding executive directors, and its management team.

Founded in 2000, Webhelp is today one of the world's leading providers of customer experience and business process outsourcing (BPO). The group has doubled in size since the KKR acquisition in 2015 and aims to achieve a turnover of €1.5 billion in 2019. Webhelp develops innovative solutions combining consulting services, technological solutions and omni-channel processing capabilities thanks to its
55 000 employees in more than 35 countries. This performance is the result of an organic and external growth strategy that GBL aims to maintain and accelerate together with the strong collaboration of the co-founders and management.

As a result of this transaction, GBL would acquire a majority stake in Webhelp on the basis of an enterprise value of €2.4 billion.

It is expected that the legal documentation will be signed by the beginning of August for completion, after obtaining regulatory authorizations for use, within the course of Q4 2019.

Ian Gallienne, CEO of GBL, said: "We are enthusiastic to become a partner to Olivier Duha, Frédéric Jousset and the Management team in continuing the successful development of Webhelp, supporting the transition from a European Champion to a Global Leader. This transaction is consistent with GBL’s announced objective to increase its exposure to private assets.”

Olivier Duha and Frédéric Jousset, said: “We thank KKR for its investment over the past 4 years and we welcome with confidence GBL in order to write together a new growth and investment phase. The management team has chosen to surround itself with a shareholder renowned for its longstanding support to companies with international ambitions such as Webhelp.”

Stanislas de Joussineau, Director at KKR said: "We are proud to have been a partner for Olivier Duha, Frederic Jousset and the outstanding management team at Webhelp over the last four years to create one of the leading global business process outsourcers. During our ownership, Webhelp has doubled its revenues to €1.5 billion and increased its number of employees globally from 30,000 to over 50,000. We believe the company is strongly positioned for future growth and we wish Webhelp and GBL every continued success."

 


 

About Groupe Bruxelles Lambert

Groupe Bruxelles Lambert ("GBL") is an established investment holding company, listed on the stock exchange for over sixty years and with an indicative net asset value of EUR 19 billion and a market capitalization of EUR 14 billion at the end of June 2019. GBL is a leading investor in Europe, focused on long-term value creation and relying on a stable and supportive family shareholder base. GBL strives to maintain a high quality, diversified portfolio of global companies, leaders in their sectors, with whom it can contribute to value creation as an active professional investor. GBL seeks to offer its shareholders an attractive return, resulting in a sustainable dividend and growth in its revalued net assets.

GBL is listed on Euronext Brussels (Ticker: GBLB BB; ISIN code: BE0003797140) and is part of the BEL20 index.

About Webhelp

Webhelp is a global business process outsourcer (BPO), specialising in customer experience and payment services in addition to sales and marketing services across voice, social and digital channels.

From more than 150 sites in 36 countries with an approximately 50,000-strong team, our focus is on engineering performance improvements and delivering a real and lasting transformation in our clients’ operating models to generate financial advantage. We partner with some of the world’s most progressive brands including Sky, Shop Direct, Bouygues, Direct Energie, KPN, Vodafone, La Redoute, Michael Kors and Valentino.

Headquartered in Paris, France, the company has grown its revenues by more than 250% in the last 4 years by investing in its people, the environment they work in and developing its analytical and operating capability to deliver a transformational outsourcing proposition that addresses the challenges of an omni-channel world.

More information can be found at www.webhelp.com

About KKR

KKR is a leading global investment firm that manages multiple alternative asset classes, including private equity, energy, infrastructure, real estate and credit, with strategic partners that manage hedge funds. KKR aims to generate attractive investment returns for its fund investors by following a patient and disciplined investment approach, employing world-class people, and driving growth and value creation with KKR portfolio companies. KKR invests its own capital alongside the capital it manages for fund investors and provides financing solutions and investment opportunities through its capital markets business. References to KKR’s investments may include the activities of its sponsored funds. For additional information about KKR & Co. Inc (NYSE: KKR), please visit KKR’s website at www.kkr.com and on Twitter @KKR_Co.


Webhelp’s market expansion strategies in the contact centre outsourcing market earn it accolades from Frost & Sullivan

Webhelp's keen focus on agile customer experience (CX) solutions has helped it grow across Europe in an intensely competitive market

Based on Webhelp’s successful growth strategy across Europe, Frost & Sullivan has recognised the company with the 2018 European Market Leadership Award in contact centre outsourcing.
Over the course of several years, Webhelp has diversified its industry focus to include expertise in healthcare, travel, and B2B services. It also has expanded its geographic footprint to cover eastern and southern Europe. When it comes to Europe, Webhelp currently has multi-lingual hubs in Prague, Athens, Lisbon, Barcelona, Enschede, Kuala Lumpur, and Berlin. All told, the company will soon have some 50,000 employees working in 35 countries across the globe, and total revenues should be close to US $1.5 billion.

As a business partner, Webhelp assists clients in providing a next-level customer experience (CX) through advanced analytics, omni-channel technologies, and, above all, its people engagement approach. It works strategically with clients to help improve the CX by producing a comprehensive single view of the customer. And the company regularly reviews its initiatives for commercial viability and the impact they will have on the overall CX by employing analytical methodologies including customer journey mapping, demand management, customer segmentation, and employee satisfaction.

“The founders of Webhelp have long embraced an entrepreneurial philosophy,” said Frost & Sullivan digital experience analyst Stephen Loynd. “This is a company that continues to emphasize a start-up philosophy, that prides itself on being agile and exceptionally easy to work with. Along the way, Webhelp has established a reputation as a Customer Experience provider that acts as an authentic business partner to clients, which in turn helps enterprises push the limits of the CX through multichannel solutions.”

Webhelp’s particular focus on tracking customer effort is also noteworthy in a highly competitive space. The company is practiced at measuring both Customer Effort Score (CES) and Net Promoter Score (NPS) on many client programs. From Frost & Sullivan’s perspective, this kind of approach is what helps make the typical Webhelp client customer ownership experience exemplary. At the same time, it’s clear the company understands that analysing customer journeys across any medium is essential to offer an effective multichannel customer management solution.

"Even as Webhelp scales its core business, it has a pulse on the manner in which technology is changing the way consumers interact with brands,” added Loynd. “Underlining its commitment to next-generation CX, the company has partnered with Recast.AI to develop personalised chatbots and artificial intelligence (AI) capabilities. Webhelp’s brand strength derives from the way it has skillfully negotiated a fast-changing BPO landscape and stayed focused on the essentials of the CX at a time of exponential change.”

Finally, for Webhelp, keeping pace with today’s accelerating pace of techno-consumerism means ensuring business continuity and data integrity. It accomplishes this with IT infrastructure and a technology ecosystem that are focused on business consistency across all operations.

Each year, Frost & Sullivan bestows this award upon the company that demonstrates excellence in growth and customer value. Turning loyal customers into brand advocates for clients allows the company to grow and achieve a market leadership position. This award recognises the company that successfully increases market share over time, an accomplishment achieved through a demonstrated commitment to client relationships.

Frost & Sullivan Best Practices awards recognise companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.

 

About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector, and the investment community.

 

Contact:
Samantha Park
P: +1 210.247.2426
F: +1 210.348.1003
E: samantha.park@frost.com


Webhelp group agrees to acquire Sellbytel in transformational transaction

Acquisition strengthens Webhelp’s position in the European CRM BPO Market

 


Webhelp Group
, a leading global BPO and customer experience company, today announced that it has entered into an agreement to acquire 100% of Sellbytel Group. Sellbytel is a wholly-owned subsidiary of Omnicom Group Inc. (NYSE: OMC).

By joining forces with Sellbytel, Webhelp expands its geographic footprint in Europe, and adds an extensive list of international brands and value-added services to its portfolio. Following this acquisition, Webhelp Group forecasts a turnover of €1,3 billion for the end of 2018, supported by a team of 50.000 people, serving over 500 clients, in 35 countries.

Sellbytel’s Barcelona office provides best in class multilingual operations with around 4,000 people working in more than 20 languages.  This expertise has been extended to Kuala Lumpur and Puerto Rico as multilingual hubs serving the APAC region and the Americas.

In addition to its complementary geographical footprint and multilingual expertise, Sellbytel enhances Webhelp’s service portfolio in several strategic areas such as end-to-end solutions in B2B Sales and Support activities, as well as an innovative work-from-home model which currently employs over 500 people working for various clients.

As part of Webhelp, Sellbytel will be able to build upon its strong expertise as a CRM BPO provider and will have access to a large variety of additional capabilities, an extensive geographical footprint adding nearshore capabilities for its clients, as well as expertise in areas like AI, analytics, omnichannel platforms, and specialized services provided by subsidiaries of Webhelp such as Telecats, Netino, and Webhelp Payment Services.

Olivier Duha and Frederic Jousset, Webhelp’s cofounders said, “This acquisition is not only a major step to strengthen our position in Europe, it is also a fantastic opportunity to broaden our service portfolio and our geographical coverage. After 18 years of uninterrupted growth, Webhelp is building upon its position as a leader in the CRM BPO industry. The fit with Sellbytel’s management has been a major strength supporting this deal and definitely has us excited about building this future together.”  

Michael Raum, founder of Sellbytel added, “We are proud of what’s been accomplished over the last 25 years with our partners at Omnicom and are very excited about our future with Webhelp. Sellbytel management is excited to team up with one of the most successful companies in our sector. Our cultural fit and our shared vision are key elements for our future success.”

Sellbytel management will continue to be strongly involved in the future growth of the company and will provide continuity for the company’s clients while also being able to provide a more comprehensive range of services. Webhelp and Sellbytel expect to derive significant synergies from the transaction thanks to the enhanced expertise and capabilities of the combined group, through cross-pollination of services, and access to new regions and nearshoring models.

Moving forward, Webhelp’s strategy is to continue to grow both organically and through acquisition over the coming years, both in terms of geographical expansion and the addition of new capabilities.

The transaction is expected to close in the third quarter of 2018, subject to approval of the relevant regulatory authorities.

 

ABOUT SELLBYTEL

Sellbytel Group is a provider of outsourced sales, service and support with operations in 28 centers across Spain, Germany, Portugal, Puerto Rico and Malaysia. More information can be found at www.sellbytel.com.


Webhelp annuncia L’acquisizione di GreenPoint e la creazione di una nuova società, Webhelp KYC Services (WKS)

Parigi, 18 settembre 2017 - Webhelp, leader mondiale nella customer experience e nell’esternalizzazione dei processi aziendali (BPO), annuncia l’acquisizione di Green Point, azienda all’avanguardia nella gestione digitale e mobile delle procedure KYC (Know Your Customer) e di on-boarding della clientela.

Negli ultimi anni, le aziende regolamentate hanno vissuto un duplice fenomeno: da una parte l’accelerazione della digitalizzazione delle loro offerte e della relazione con i clienti, dall’altra il rafforzamento delle normative volte a proteggere i consumatori e ad identificare i clienti al momento dell’acquisizione. Roland Berger, società di consulenza strategica, afferma che gli investimenti degli attori del settore bancario europeo dedicati al trattamento dei loro processi KYC dovrebbero superare il miliardo di euro da qui al 2020.

Tramite questa acquisizione, Webhelp, già presente nei principali settori regolamentati (banca, assicurazione, fintech, immobiliare, giochi e scommesse, etc.), potenzia la propria offerta di esternalizzazione dei processi aziendali “regtech” e annuncia la creazione di Webhelp KYC Services (WKS). L’obbiettivo di questa nuova entità è chiaro: migliorare la customer experience riducendo i costi di gestione ed adeguandosi alle normative europee.

Le soluzioni sviluppate da Green Point permettono di accelerare la digitalizzazione delle procedure “regtech” di trattamento delle pratiche dei clienti.

Fondata nel 2009, Green Point offre servizi innovativi e personalizzati di raccolta, trattamento e completamento delle pratiche dei clienti. Tramite una connessione API facile da integrare, i committenti possono trasmettere i documenti e le informazioni da verificare per i diversi tipi di pratiche. Queste pratiche possono essere di vario genere: KYC, accreditamento, autorizzazione, analisi di solvibilità, concessione di crediti, etc. Green Point non propone solo trattamenti in tempo reale ma all’occorrenza anche attività di completamento delle pratiche e di ripresa o trattamento manuale. Green Point si avvale delle migliori tecnologie di identificazione sul mercato, di connessioni a banda larga, di strumenti di sollecito multicanale e di personale operativo esperto.

Il posizionamento come BPO (Business Process Outsourcing) sul mercato, consente di gestire il processo dall’inizio alla fine, diminuendo così i ritardi di attivazione e aumentando la soddisfazione del cliente.

Questo approccio innovativo ha permesso a Green Point di sperimentare una forte crescita negli ultimi anni e di arrivare a gestire svariati milioni di documenti all’anno, affiancando attori europei leader nei diversi settori regolamentati come Mangopay (Fintech), Plutus (Blockchain Tap & Pay), Bourse Direct (Borsa online), Unilend (prestiti partecipativi alle imprese), Verlingue (Assicurazione), Century21 (Immobiliare) e Winamax (giochi e scommesse).

Sandrine Asseraf, Segretario Generale e membro del Comitato Esecutivo di Webhelp, afferma: “Siamo davvero entusiasti, le sinergie aziendali, operative e tecnologiche tra le aziende sono molte. Lavorando insieme potremo offrire soluzioni più complete e migliorare la digitalizzazione delle procedure KYC e di on-boarding dei nostri clienti. La creazione di Webhelp KYC Services (WKS), nata dal nostro avvicinamento a Green Point, realizza anche l’ambizione di sviluppare delle soluzioni BPO «regtech» sempre più innovative in un contesto di forte digitalizzazione e rafforzamento delle normative.”

Hervé de Kermadec e Benoît Dumortier, co-fondatori di Green Point, rivelano: “Siamo fieri di far parte del gruppo Webhelp. La presenza internazionale, la conoscenza e le capacità del gruppo ci permetteranno di accelerare il nostro sviluppo, in particolare nei confronti dei clienti più importanti, sfruttando le nostre competenze tecnologiche e la forza commerciale di Webhelp. L’incontro tra le nostre competenze darà un importante slancio in termini di innovazione per le soluzioni “onboarding”, sia online che via video, che potranno essere sempre più veloci, internazionali e orientate verso le necessità e le esperienze dei clienti.”

I fondatori di Green Point – Benoît Dumortier e Hervé de Kermadec – piloteranno lo sviluppo e l’operatività di Webhelp KYC Services (WKS). Il management e i collaboratori attuali continueranno a far parte dell’azienda, pienamente coinvolti e sempre basati negli uffici di Issy-Les-Moulineaux.

Da diversi anni Webhelp rafforza il suo posizionamento come BPO, in particolare tramite operazioni di sviluppo esterno.

Dal 2014 Webhelp adotta una strategia di acquisizione seguendo due direzioni strategiche prioritarie: uno sviluppo geografico, per soddisfare le necessità dei propri clienti internazionali, e la creazione di nuove divisioni professionali, per esaudire sempre più le esigenze del cliente.

Nel 2016, Webhelp ha acquisito l’agenzia di social media strategy Netino e la digital company MyStudioFactory, dimostrando il suo costante impegno per essere un partner di qualità al servizio delle necessità e delle richieste dei propri clienti.

Informazioni stampa:

Axel MOUQUET, Direttore Sviluppo: amouquet@wps.webhelp.com

Hervé DE KERMADEC, Co-fondatore: hdk@green-point.fr

 


Webhelp eletta da Unilever quale fornitore di servizi alla clientela in Europa

FALKIRK, 13 luglio 2016 –specialista nel business process outsourcing e customer experience a livello mondiale, Webhelp, è stata scelta dal gigante internazionale del settore beni di consumo Unilever per la gestione della relazione con la clientela in tutta Europa.

Il contratto prevede la gestione da parte di Webhelp delle comunicazioni quotidiane via voce, email e whitemail con i clienti per circa 400 marchi dei prodotti per il consumatore  Unilever dalle proprie sedi siti nel Regno Unito & I, Francia, Germania, Olanda e Italia.

Olivier Duha, co-fondatore e Presidente di Webhelp ha dichiarato: "questa è una grande opportunità per Webhelp ed è importante per noi poter aggiungere un brand così illustre come Unilever alla nostra lista di clienti top mondiali in continua crescita.  La capacità di Webhelp di offrire costantemente un'esperienza cliente di qualità elevata coprendo una vasta area geografica e linguistica è stato un fattore chiave nell’arrivare a stringere questo accordo con Unilever".

Michael Zarri, CEC alla guida di Unilever in Europa, ha dichiarato: "Il nostro impegno è volto ad assicurarci che i nostri consumatori possano godere di servizi di alto livello tramite tutti i canali sia che ci contattino per un informazione o una lamentela. Abbiamo scelto di collaborare con Webhelp, perché crediamo che i nostri valori siano allineati e che Webhelp abbia la capacità di fornire un eccellente servizio alla clientela tramite le proprie sedi distribuite sul territorio Europeo. Questo ci rende fiduciosi circa il fatto che i nostri clienti vivranno una grande esperienza ovunque si trovino".

Quest’ultima vittoria segue un periodo di crescita sostenuto ed entusiasmante per Webhelp. Negli ultimi 12 mesi l'outsourcer ha concluso, tra le altre,  partnerships con il colosso delle vendite online al dettaglio, Shop Direct, e la società leader europea delle compagnie aree low coast, Easy Jet.  Ci sono state anche una serie di recenti acquisizioni rese possibili dal supporto del nuovo azionista di maggioranza, il fondo di investimento KKR, tra cui la società scandinava Go Excellent.

WebHelp ha visto il proprio fatturato crescere del 250% negli ultimi quattro anni ed il volume previsto per l’anno 2016 è di 1 miliardo di dollari.

TERMINA

Per ulteriori informazioni potete contattare:

Heather Astbury, head of PR presso Webhelp, + 44 (0) 7825 593242 heather.astbury@uk.webhelp.com