5. A little intro to us
Esendex is a mobile business communications provider helping thousands of
customers worldwide.
T
his brochure gives you an insight into our business culture, products and services. We hope
it’ll also provide you with enough information to make Esendex your go-to business
communication partner.
At Esendex, we do things differently. From the significant investment in our people and technology
infrastructure, to 24/7 monitoring of all of our platforms, we’re able to give complete peace of mind
to our customers. Combine this reassurance with a team of dedicated in-house engineers and round-
the-clock telephone support, and we’re confident you won’t find better.
We share customer success stories on our website, and it’s definitely worth a visit to learn more:
www.esendex.com
3 | Introducing Esendex www.esendex.co.uk
6. Geoff Love
CEO
“Because we’re continuously improving our people,
products and processes, our customers can trust us
to provide a service that is second to none.”
4 | Introducing Esendex www.esendex.co.uk
7. What we do
SMS
T
ransform the way you communicate with your customers and staff through our reliable, quick,
and effective text messaging solutions.
The key benefit of SMS is its immediacy. The average person checks their phone 85 times a day (source:
Nottingham Trent University), and text messages have a 98% open rate (source: Mobile Marketing Watch).
Whether you’re sending appointment reminders, customer surveys, requesting payment or promoting an
event, SMS is affordable, scalable and effective. You can utilise our online portal, Echo, to send messages,
or integrate with your existing business system using our SMS APIs.
We connect businesses to their customers through innovatively applied,
best-in-class communication technology. Here’s a snapshot of what that looks
like in practice; for an in-depth view, please get in touch (our contact details
are on page 39).
Mobile & WebVoice EmailSMS Intelligent
Multichannel
Messaging
5 | Introducing Esendex www.esendex.co.uk
8. Voice
O
ur Voice products provide high quality, flexible, and easy to manage solutions that connect you with
your customers.
Our Inbound Voice products enable you to handle incoming calls and enquiries in a cost effective and
streamlined way. If you’re looking for a hosted Interactive Voice Response (IVR) with numerous call flows,
or an intelligent Call Menu and Routing system, our dedicated team will create the ideal solution to fit
your requirements.
Our Outbound Voice products improve and simplify your outbound calling efforts. You can send a simple,
broadcast message, or add Interactive Voice Messaging to really engage recipients.
We specialise in Intelligent Calling, which is especially suitable for large outbound call centres. This minimises
the length of time that agents are on the phone, recognising when a customer answers the phone, and
connecting the agent immediately via call whisper technology. What’s really impressive is that all of our
Outbound Voice solutions use Answer Machine Detection (AMD), so you’ll never leave a silent voicemail again.
Our feature-rich Voice platform, coupled with an experienced and highly skilled Professional Services
team, ensures that we can assist you in meeting the growing requirements set out under ICO and Ofcom
regulations, which affect any organisation with call centre operations.
6 | Introducing Esendex www.esendex.co.uk
9. Mobile and Web
O
ur Mobile Journeys offer businesses an effective and powerful way of interacting with customers.
They’re online forms designed for use on a mobile, with one purpose: encouraging the end user to
complete a specific task. For example:
Email
O
ur fully managed bulk email messaging service takes the strain out of creating and sending messages
to customers. You simply provide the design and content, and we’ll handle the personalisation,
processing and reporting on your behalf.
Each mobile optimised, HTML email can be tailored to the recipient with their name, account reference,
order status, appointment details etc. We can also attach PDFs to the email to replace a letter.
Detailed reporting shows you the volume of emails sent, which were read (open rate), if links were clicked
(click-through rate), and the dates and times of this activity.
Completing an income and expenditure
assessment
Making a payment (we’re PCI DSS compliant)
Providing feedback on a product, event or service
through a survey
Receiving information about a unique promotion
or discount
Communicating the launch of a new product
or service
Conducting market research
Mobile Journeys can be styled to your specific requirements, so you can deliver a consistent customer
experience through all of your communication channels.
7 | Introducing Esendex www.esendex.co.uk
10. Intelligent Multichannel Messaging
Y
our smartphone comes with three communication channels out of the box: voice, SMS and email.
Sending your messages via a combination of these channels gives them the best chance of being read,
and Esendex can help you develop your strategy leveraging our experience and data analysis.
Intelligent Multichannel Messaging goes one step further. We’ll help you identify the most effective channel(s)
for reaching individual customers, and adapt your workflows accordingly.
By going beyond traditional one-way messaging, our customers enjoy higher response rates, even with
previously hard-to-reach customers.
Responde
ntsremoved
An SMS reminder
of late payment is sent
to a large group of customers.
SMS becomes the primary
means of contact.
Voice becomes the primary
means of contact.
The final customers
now receive a follow-up
outbound voice message.
The remaining customers
now receive a follow-up email.
@
Any remaining customers still in the workflow
are sent through the sequence again.
Responde
ntsremoved
Responde
ntsremoved
Email becomes the primary
means of contact.
Start
8 | Introducing Esendex www.esendex.co.uk
12. We deliver mobile business communications for our customers from all over
the world.
We’ve got global reach
Our offices
Esendex UK and Ireland
Nottingham, England
Derby, England
Esendex Europe
Barcelona, Spain
Esendex Australia
Melbourne, Australia
10 | Introducing Esendex www.esendex.co.uk
13. Operational regions
Esendex UK and Ireland
Esendex Europe
Esendex Australia,
NZ and the USA
11 | Introducing Esendex www.esendex.co.uk
Employing 140 bright minds
Providing dedicated support for our 11,000+ customers
Successfully delivered millions of messages
15. Heritage
Nottingham, 2001: Esendex was founded with a mission to build a quality
SMS service for businesses. While time has passed, this sentiment hasn’t;
quality has always been at our core, enabling us to report an impressive 25%
annual growth rate every year since launch.
Nottingham’s Robin Hood statue
13 | Introducing Esendex www.esendex.co.uk
16. Acquisitions
In 2013, with backing from Darwin Private Equity, the business undertook
a management buyout which opened new opportunities for Esendex,
and signalled a new chapter in our success story.
E
sendex acquired Text Marketer in 2013,
a value-based SMS business focused on a low-
touch service offer. Text Marketer complements the
Esendex products by offering a marketing-focussed
solution that’s simple and intuitive.
Text Marketer appeals to a range of smaller
businesses; its value-based approach is ideal for
customers wishing to include SMS as part of their
marketing activity.
In 2014, this was followed by the acquisition of
Collstream, a Derby based business which specialised
in the debt collection sector. This broadened the
portfolio of products offered by Esendex to include
Voice and Email, bringing additional services to new
and existing Esendex customers.
Sundeep Sangha
Sales Manager – Retail and Utilities
“I joined the business in 2004
and it has been incredibly
exciting to watch the business
grow and evolve.”
14 | Introducing Esendex www.esendex.co.uk
17. 2001 2002 2003 2004
2007200820092010
2013 2014 2015 2016
20
05
2006
20
12
2011
Esendex chronology
Founded in
Nottingham
Opened office
in Melbourne
Management
buyout
Acquired
Collstream
Voted Great
Place To Work
Opened office
in Barcelona
Launched in
Germany
Opened office
in U.S.
Launched business
SMS service
15 | Introducing Esendex www.esendex.co.uk
Added Email
SMS support
Launched
Voice SMS
Acquired
Text Marketer
Launched Voice
and Voice API
Launched
Email
Awarded
ISO27001
Launched Echo
Application Suite
Launched
Mobile Journeys
Launched
SMS Chat
Launched
SMS Surveys
18. Our people
Esendex now employs 140 of the brightest minds in the industry.
O
ur people are selected for their personal
qualities, integrity and skill; their brilliance is
what makes us one of the best business messaging
services around.
Our support and engineering teams are based
in-house, so there’s no compromise on quality
from the start of a project through to completion.
At Esendex, we believe that a great environment
produces great work, and our international offices
share the same collaborative, supportive spirit.
Working at Esendex offers great career
opportunities, excellent benefits and a lively social
life; so it was no surprise that in 2015 we were
voted the 38th best company to work for in the
UK, in the Great Place To Work awards.
16 | Introducing Esendex www.esendex.co.uk
19. Our Values
1. Passion | Make a difference
Our team members have an emotional attachment to
what they do. They are energised and are excited by
the challenges ahead, consistently delivering the very
best they can.
2. Innovation | Do it better
Our teams are bold, they think big. They create
innovative solutions by looking beyond the obvious
and never let the fear of failure hold them back.
3. Ownership | Make it happen
Every member of the team understands the
importance of personal and team responsibility
in meeting the commitments they make to
the business.
4. Integrity | Win as a team
Our teams act with personal integrity and assume
positive intent, building trust with our customers.
Esendex’s unique culture is based on our values:
17 | Introducing Esendex www.esendex.co.uk
20. Our platforms, technology and products
Technology and reliability go hand-in-hand at Esendex. We’re continually
investing in data capacity and new product development, and have built
an infrastructure that allows us to scale up as we grow. As a result, we lead
the market in our service delivery, and offer an unrivalled commitment to
our customers.
A
t Esendex we offer peace of mind with our
24/7 technical monitoring by in-house
engineers. We also offer customer support in
English, Spanish, French and German.
Each of our products can be used standalone,
or combined with additional Esendex business
communication tools to provide a multichannel
messaging solution.
Esendex’s success can be attributed to the strength
of our platforms and infrastructure, the expertise
and passion of our team, and a determination to
continually learn and improve.
Fundamentally, it’s our commitment to excellence
which truly sets us apart.
18 | Introducing Esendex www.esendex.co.uk
In-house engineers at Esendex Nottingham
22. Why Esendex
Esendex offers the most reliable business mobile messaging solutions in the
market, with industry leading capabilities and professional ongoing support.
Direct network connections
We have direct connections across the UK, European
and Australian networks, and can send messages
anywhere in the world.
ISO 27001
Protecting our customers’ data is paramount.
Message processing
We commit to processing 90% of your messages
within 5 seconds and 95% within 20 seconds*.
Product development
Our roadmap is full of new products.
In-house tech
In-house technical development and support, ensuring
that our customers have the best possible service.
Customer support
Customer support available 24 hours a day 7 days a
week, providing our customers with reassurance that
we are available around the clock, should they need
our help.
Platforms
Reliable and robust platforms, meaning
your messages get to the right place at the right time.
20 | Introducing Esendex www.esendex.co.uk
*Does not apply to bulk SMS
24. Corporate and social pledges
Our charity activity
Our work within our local community brings us together and helps develop a
vibrant team spirit that extends beyond the office day.
Supporting the homeless with Framework
I
n 2015 we reached a milestone of which we’re very
proud: raising over £10,000 for Framework East
Midlands, a charity working to prevent causes and
consequences of homelessness. We also worked with
them on an innovative scheme to help rough sleepers
find a bed for the night by providing a free SMS
messaging service.
22 | Introducing Esendex www.esendex.co.uk
25. Debby Walsh
Customer Support UK
“I’ve always donated to charity, but actually being able to give hands on
help with my colleagues has given me a great sense of accomplishment.”
Do it for Framework day Framework Trek 2015
23 | Introducing Esendex www.esendex.co.uk
26. Our academic affiliations
School and college outreach
W
e’re helping to educate the next generation of developers, starting with Code Club where we coach
primary school children on fun coding exercises. We regularly welcome students from Nottingham
University Academy of Science and Technology (NUAST) to our offices, to get a feel for the day to day
responsibilities of a developer, and some of our team even give guest lectures as part of the curriculum
for the major universities in Nottingham.
Sam Wessel
Technical Manager
“Offering students pairing over this half day workshop has enabled
us to show pupils at NUAST not only how coding principles are applied,
but also that software companies can be fun and exciting places to work.”
24 | Introducing Esendex www.esendex.co.uk
27. Student placements
W
e offer paid internships for students studying computer science, accounting and marketing, and these
often lead to jobs to come back to after they’ve completed their studies.
We benefit from fresh ideas, and the students benefit from dedicated mentors who’re delighted
to share their experience and expertise.
Demi Groves
Marketing Executive
“I went into my first day here thinking that I would be making all the
drinks, but my time with Esendex has been so much more than that. You
really have the chance to make the job your own, and I’ve learnt so many
new skills that will prove invaluable throughout my career.
A placement at Esendex is the best decision I could’ve made!”
25 | Introducing Esendex www.esendex.co.uk
28. Community engagement
Sponsorship
W
e’re passionate supporters of initiatives that
help develop our local community.
Women in Tech – Nottingham is one such initiative,
a regular meetup where world-class speakers meet
to motivate and inspire women in technical roles.
We’re firm believers in workplace equality and
proud to be involved with this important project.
Hack24 is a 24 hour coding competition where teams
of four are challenged to start with an innovative
idea and build it. It’s great for building the profile
of Esendex within the tech community.
We’re a sporty group at Esendex, and our involvement
in various athletic competitions gives our team a
chance to perform. From triathlons to five-a-side
football, the Esendex brand is a familiar sight
to competitors!
Birmingham Colour Run 2015
26 | Introducing Esendex www.esendex.co.uk
29. Our commitment to planet Earth
We provide business mobile messaging solutions which are green through-and-
through, but if that’s not enough here are some more green facts for you
(although we do prefer purple).
Forms and contracts
Where possible, we issue forms and contracts
electronically; this is quicker and more economical
for our customers and our teams, so it’s a winwin.
Green space
We’ve created an environmental garden space in our
UK office with plants selected for their biodiversity as
well as to create a contemporary feel to the outside
space. Heuchera ‘Marmalade’, Festuca glauca ‘Intense
Blue’ and Crocosmias line the garden perimeter,
with each planter fitted with an irrigation system to
sustain the plant’s growth and keep them looking
their best. The Esendex team also help to water
the plants, keeping the space healthy and alive.
Recycling
Recycled paper is used throughout our offices, and the
offices are dotted with green bins for recycling rubbish.
Cyclescheme
We also participate in ‘Cyclescheme’ which is a UK initiative
to encourage employees to cycle to and from their place
of work. Employees benefit in terms of their health and
wellbeing, and playing their part in reducing the impact of
carbon emissions in Nottingham city.
27 | Introducing Esendex www.esendex.co.uk
31. Esendex UK & Ireland
20 Wollaton Street
Nottingham
NG1 5FW
United Kingdom
The Arc
6 Mallard Way
Pride Park
Derby
DE24 8GX
United Kingdom
0345 356 5758
www.esendex.com
sales@esendex.com
support@esendex.com
Esendex Europe
Av. Diagonal, 534
08006 Barcelona
Spain
900 800 470
www.esendex.es
ventas@esendex.es
Esendex Australia & USA
Level 10,
60 Albert Road
South Melbourne
VIC 3205
Australia
61 1300 764 946
www.esendex.com.au
sales@esendex.com.au
Contact us
Andy Smith Marketing Manager – Australia
“We may all operate in different time zones,
but we work cohesively to create success…
The Esendex way.”
29 | Introducing Esendex www.esendex.co.uk
32. Designed and published by Esendex Ltd.
Esendex Limited 2016 | Registered company number: 04217280
