In December 2017, Webhelp unveiled The Nest, its program dedicated to start-ups. With this device, the specialist in the outsourcing of customer relationship management and business processes (BPO) intended to support promising start-ups by outsourcing their customer service activities so that they can focus on their core business. Since then, the French group has supported more than thirty start-ups, such as Lydia, Zenpark, OpenClassrooms and Virtuo.
Rather than positioning itself as an incubator or accelerator with The Nest, Webhelp has chosen to provide operational support with customer engagement services (customer service, technical assistance and community management), sales support (acquisition, sales assistance and customer loyalty) or digital services (content management, moderation services and digital marketing), without taking a stake in the capital of the supported companies. In this sense, Webhelp offers customer experience management services, mentoring, regular workshops with the provision of offices in the Webhelp premises, but also networking with investors to raise funds. These are all elements that should help boost the growth of selected start-ups, while The Nest by Webhelp claims to be “the customer experience partner of future unicorns».
After having tested its model for three years in France, Webhelp now wants to support start-ups across Europe. It is therefore within this framework that the group is deploying its The Nest program in nine new countries, including the United Kingdom, Germany and Spain. “This will help strengthen interactions between the start-ups in our network and the positive impact of our community.», Says Edouard de Ménibus, France director of The Nest by Webhelp.
Listen to our exchange with Edouard de Ménibus to understand the issues surrounding the European deployment of The Nest:
“Successful start-ups and scale-ups have one essential thing in common: an exceptional customer experience”
This European deployment comes at a delicate time for start-ups. And for good reason, the coronavirus crisis, in addition to straining their balance, has accentuated a greater demand on the part of consumers in terms of the customer experience. “Successful start-ups and scale-ups have one essential thing in common: a great customer experience. Outsourcing the customer experience with a trusted partner can allow these companies to scale up and strengthen their teams quickly while controlling their return on investment, allowing them to focus on what matters most to them. them: their products and services as well as the growth of their business», Explains Chloé de Mont-Serrat, in charge of deploying The Nest internationally.
According to Webhelp estimates, the start-ups supported under the The Nest program should enable the French group to generate additional turnover of 100 million euros within ten years. A contribution not to be overlooked as Webhelp is targeting 3 billion euros in turnover by 2024, against 1.6 billion euros last year. To achieve such an objective, the company, which has 75,000 employees in 50 countries and 170 customer relations centers, changed majority shareholder in 2019. Exit the American fund KKR which had been in charge since 2015 to make way for the Belgian holding Groupe Bruxelles Lambert (GBL), controlled by the Belgian Frère and Canadian Desmarais families, which has taken up the torch by offering itself 60% of the capital of Webhelp. In particular, the group wants to focus its efforts on entering the era of “augmented consulting”, where technology will make it possible to eliminate tasks with low added value.