Case Studies

Entrepreneurs Hub advises on the partnership sale of Rapport TeleBusiness LLP to Sabio

by Malcolm Murray
Posted 2019

Type of business:
Specialist call centre and customer experience analytics consultancy
Location:
South London, UK
Sale Value:
Undisclosed 

Situation

Founded in 1996, Rapport TeleBusiness Consulting LLP is a specialist UK provider of SaaS customer experience analysis solutions for contact centres. Their clients include organisations and advertisers from financial services, broadcasting, mobile, publishing, retail, utilities, and charities.

In 2017, owners Graham MacIntyre and Nick Velissarides recognised there would be significant opportunities for development if Rapport was acquired by a larger organisation with the resources to optimise their potential in these markets. With an exit strategy as their goal, they engaged Entrepreneurs Hub to sell their business.

Requirements

  • First-hand knowledge of the technology industry to enable specialist matching of companies in the contact centre and customer experience space
  • A full review of the business fundamentals, including software documentation to ensure code would make the right impact and enable easier transition
  • An investment in analytics and software reporting tools to properly articulate a compelling proposition to prospective acquirers
  • Significant due diligence support to minimise the burden on the sellers and accelerate the deal completion
  • Bespoke assistance with every stage of the business sale journey e.g. accurate valuation, marketing to prospective acquirers, negotiation
  • Reassurance that the acquirer of the business would continue to operate within the same value system; looking after their staff, customers and other stakeholders

Solutions

Entrepreneurs Hub Directors assisted Rapport as follows:

  • Initiated a ‘discovery day’ with Rapport to familiarise themselves with the business, enabling bespoke support
  • Created an ‘ideal buyer profile’ and used research analysis to identify 180 potential targets for their approval
  • Prepared an information memorandum, teaser letter and presentation that would enhance acquirer interest
  • Anonymously approached approved targets to gain interest and secure a non-disclosure agreement (NDA) to enable the release of the information memorandum
  • Arranged and chaired meetings between a highly-skilled Deal Director from Entrepreneurs Hub and interested parties
  • Received and evaluated multiple offers to establish the preferable choice of buyer, which led to further negotiations to maximise those offers
  • Closed the deal with Sabio, a renowned player in customer interaction and optimised value experience

The Team

The friendly team of corporate finance experts at Entrepreneurs Hub supported Rapport throughout the whole 9-month exit process. Their chief advisors included:

Malcolm Murray, Director and Co-founder

Malcolm is an established corporate finance consultant, entrepreneur and accomplished motivational speaker who has had direct involvement in supporting the sale of 45 businesses. He leads regular seminars such as ‘Preparing and Selling a Business the Right Way: Vital Steps in Building Value’. He has consulted with over 1,000 business owners considering selling companies of all sizes.

  • 30 years’ experience in business growth roles in the Mergers & Acquisitions (M&A), Business Consultancy, Manufacturing, • Engineering, Information Services, Automotive, Retail and Construction sectors
  • Former Senior Manager and Group Board Director of a leading international M&A business
  • A founding member of a successful company with James Caan (ex-Dragons’ Den), CEO of Hamilton Bradshaw Private Equity (HBPE)
  • Co-founder of FI, an Information Service for the Engineering and Manufacturing sectors, which he grew from 4 to 165 people, operating in the UK, the USA and Germany (partsold for $10.8m)
  • Active community volunteer and trainer for Basingstoke Street Pastors

Andrew Shepperd, Director and Co-founder

Andrew is a successful entrepreneur, mentor, lecturer and specialist in both buy and sell-side transactions, including IPfocused sales. He oversees the Entrepreneurs Hub deal-making team and has first-hand knowledge of selling and acquiring businesses, including post-acquisition integration. Andrew has over three decades’ commercial leadership experience.

  • Former MD of Avaya and Azlan and main board member of TechData UK
  • Lecturer on M&A and Investment and Advisory Board Member of the Imperial College London Global MBA and Entrepreneurship MSc programme
  • Mentor to MassChallenge, Microsoft Ventures Accelerator and the Swiss Embassy in London
  • Has coached over 100 organisational leaders on communication strategy, turnaround, profit & revenue growth, and business operations, including not-for-profit organisations such as Buckinghamshire County Council and UK National Police College
  • Leader of 5 organisational turnarounds for Nasdaq and NYSE quoted companies

Results

  •  Successful sale – Rapport sold to Sabio, a leading player in customer interaction and optimised value experience – for an undisclosed sum, joining their impressive list of subsidiaries including LV= and Homeserve
  • With the expert help of Entrepreneurs Hub, Graham MacIntyre and Nick Velissarides were able to navigate the exit process and sell Rapport for optimum value and with minimal stress
  • Rapport’s unique customer experience and efficiency technology now has the opportunity to reach new heights, combined with Sabio’s sharper focus on all aspects of the customer journey
  • The synergy of these well-matched companies has unlocked further value for customers, while contributing directly to improvements in operational performance as well as lower customer effort scores
  • Sabio has made another giant leap in their acquisition strategy of aligning with innovative adjacent technologies and solutions

Nick Velissarides – Managing Partner, Rapport TeleBusiness Consulting LLP:

“Your detailed approach in researching the right buyer and your persistence in negotiating the terms with an excellent partner who will take our business on to the next level. I would have no hesitation in recommending the Entrepreneurs Hub to business owners who are looking to prepare and sell their business.”

Quote Icon
A big thank you to you all at Entrepreneurs Hub for your help in preparing us for sale and introducing and negotiating with Sabio. The preparation you assisted us with helped immensely and your relevant contacts were the other essential ingredient. The new chapter at Sabio starts tomorrow.
Graham MacIntyre
Partner, Rapport TeleBusiness Consulting LLP

Related

We engaged Entrepreneurs Hub back in 2014 to assist us with properly preparing and positioning the business for sale, using their ‘preparation for exit’ process. Following that, we commissioned them to market our business for sale. We have no doubt that partnering with them added significant value to the business and helped us achieve our goal. We met with a number of advisers, but we felt confident that the Entrepreneurs Hub team, and their approach to preparing and selling a business, was what we needed.
John Simmons
Managing Director, Acheta
Read Case Study
We entered this process with no prior experience so the support we got from Entrepreneurs Hub was invaluable. Exiting your business can be a tough road so we needed their knowledgeable advisors alongside us to overcome challenges, knock backs, and get through prolonged negotiations and uncertain circumstances to get the deal over the line. “Our advice to another business owner selling a company would be to find an advisor you trust, with business experience - not just a broker. Entrepreneurs Hub had our company’s best interests at heart throughout the whole process of selling our business for optimum value – and preparing it for that sale. They really understood our company and our future goals. “With their vast network of contacts, we found an overseas buyer that we never would have known about otherwise - one we felt proud to sell our business to. We’ve been rewarded, our business and staff are secure and we are on our countdown to retirement now. Very happy!
Noel Sheppard
Founder of Distec Ltd
Read Case Study
Being part of Scutum Group is a great opportunity for the Elite Fire Protection team to further accelerate our growth with the support of a leading international brand. I would like to thank Entrepreneurs Hub and have no doubt that partnering with them added significant value to the business and helped us achieve our goal - finding the perfect acquirer for our business.
Darrel Jones
Managing Director, Elite Fire Protection
Read Case Study
Entrepreneurs Hub team were fantastic. They put in a tremendous amount of effort throughout the process but especially towards the end once we had interest from a few parties, several of whom were overseas, Andrew was putting in long phone calls late into the night as he negotiated on our behalf to get the best possible terms. Once we accepted an offer, things intensified even more as we went through due diligence and were still negotiating details of the financials. Entrepreneurs Hub were there guiding us throughout the process and I really felt we were working together as a team. We could never had sold the business without their help. Even the company that bought us and had experience of several previous acquisitions complemented us on how professional and organised and easy to deal with our advisers were that made the whole process very smooth
Rolf Howarth
Founder & CTO Square Box Systems Ltd
Read Case Study

We’d love to hear from you

Now you’ve learned a bit more about our services, please get in touch to find out how we can help you achieve your goals.