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PRESS RELEASE
18/04/2023
BGF backs software business in £9 million investment
(Left to Right) - Bill Williams (CRO), John Doyle (Non-Executive Director) and Gary Haynes (Managing Director).
Voicescape, the leading provider of communications software for social housing providers and local authorities, has secured a £9 million investment from BGF – one of the largest and most experienced growth capital investors in the UK and Ireland.
The significant investment will be used to expand Voicescape's product suite and to invest in the development and growth of its AI-driven Caseload Manager tool.
Founded in 1998, Voicescape combines automation technology, behavioural insights, and data science to create bespoke communication solutions that help public service organisations drive substantial operational efficiencies and service improvements. Voicescape works with more than 50 registered social housing providers and local authorities across the UK, empowering them to connect with their communities at scale across various critical touchpoints, including rent collection, customer satisfaction feedback, gas and safety checks.
The deal will see Voicescape’s chief operations officer Gary Haynes become managing director and Bill Williams, chief revenue officer, will continue to lead the sales division which has generated 174% growth in ARR over the last two years. Dean Dickinson, who joined as non-executive chair in April 2022, will continue in his role. Dean was previously CEO at BGF-backed Castleton Technology – a software and managed services provider to the public and not-for-profit sectors.
Voicescape founder, John Doyle said: “The social housing and local authority sectors have displayed a remarkable appetite for digital transformation over the last few years, which was only accelerated by the pandemic. The constantly changing needs and circumstances of residents have been highlighted, making it crucial for organisations to use technology effectively. Voicescape’s solutions have been focused on helping organisations use technology to better understand their customers’ behaviours and improve engagement at scale, especially when faced with these strategic challenges. BGF is an ideal partner to support Gary, Bill and the team to help more organisations in the areas of greatest need.”
By using automation technology, behavioural insights, and data science, Voicescape delivers value-added products and services that drive innovation and tackle the most significant challenges faced by social housing. Through evidence-based digital transformation, Voicescape helps organisations improve engagement, streamline operations, and enhance service delivery.
Developed in partnership with social housing provider, Thirteen Group, Caseload Manager reviews resident behaviours and risks before automating every stage of the rent arrears management process – delivering the right message, at the right time, using the right contact method – freeing-up human resources for higher-value tasks supporting those in need of personal intervention. Since implementation in late 2021, Caseload Manager has reduced the number of arrears cases requiring manual action at Thirteen by 65%.
The deal was led by Pinesh Mehta and Josh Bean, investors in BGF’s North West team. As part of the deal Pinesh Mehta and BGF portfolio manager, Jill Williams will join the board.
Pinesh added: “Voicescape has already made some strong strategic acquisitions to enhance its use of behavioural insights and data science, which sets it apart from other software providers in its space. At the same time, the business has built out an impressive and capable management team to drive future growth. Voicescape’s technology, which has been co-developed with customers, is already transforming organisations. Our investment will enable even more public service organisations to adopt automation technology to improve operational efficiency and build better engagement with staff, tenants and service users.”
Advisors to BGF:
- Legal – TLT
- Tax – Hurst
- Financial due diligence – Paul Bosson
Advisors to Voicescape:
- Legal - Hill Dickinson
ENDS.
About BGF
BGF was set up in 2011 and has invested over £3bn in more than 500 companies, making it one of the most active growth capital investors in the UK and Ireland. Investing from a balance sheet of £2.5bn, BGF is a minority, non-controlling equity partner with a patient outlook on investments, based on shared long-term goals with the management teams it backs. BGF invests in growing businesses in the UK and Ireland through its network of 15 offices. BGF models have now been set up in Canada and Australia, with other countries evaluating the opportunity to replicate this.
www.bgf.co.uk / @BGFinvestments
About Voicescape
Voicescape was founded in 1998 and is headquartered in Manchester. Using a unique combination of automation technology, behavioural insights and data science, Voicescape creates bespoke communication solutions that help public service organisations drive substantial operational efficiencies and service-level improvements.
Building on best practice honed over more than a decade working in partnership with the public sector, Voicescape offers an evidence-based approach to digital transformation, allowing people resources to be redeployed to where a ‘human touch’ is required. In this way, organisations can support members of the community who have the greatest need and create meaningful interactions that residents truly value.
https://www.voicescape.com / @VoicescapeUK
Media: hello@voicescape.com
0161 884 3598
PRESS RELEASE
18/04/2023
Voicescape appoints new MD after £9m BGF funding
Voicescape Limited, a leading provider of advanced software solutions to the social housing, local authority and healthcare sectors, has today announced the appointment of Gary Haynes as its new Managing Director. The appointment comes after the company secured a significant £9 million investment from BGF – one of the largest and most experienced growth capital investors in the UK and Ireland.
Haynes, who previously held the position of COO at Voicescape since October 2020, has played a pivotal role in driving the company’s substantial growth alongside Bill Williams, CRO. As the new Managing Director, Haynes will continue to lead the company towards further success in these sectors.
Voicescape’s co-founder, John Doyle, is set to step down as CEO. However, he will continue to serve on the Board as Non-Executive Director and will provide strategic advisory support to the business. Industry leader Dean Dickinson, who joined the business in April 2022, will continue as Chairman.
Before joining Voicescape, Haynes had an extensive career in various technology organisations, ranging from small to large companies. He held positions at IBM, Hitachi Consulting & Raytheon. Over the past 15 years he has served as a C-level executive in several Northwest-based technology businesses with a strategic focus on accelerating growth. He hade He successful tenures at MDS Global and Utiligroup/ESG amongst others.
John Doyle commented: “We had a long-term strategy in place when we brought Gary and Bill on board. The substantial growth they’ve already achieved on the back of a revitalised sales engine, exciting new product offerings and an unwavering commitment to customer service excellence, is testament to the effectiveness of that strategy.
“From day one, Gary has demonstrated a deep understanding of the business and spearheaded critical solution and strategic delivery initiatives that are underpinning our current success. We believe that now is the perfect time for Gary to take the helm as Managing Director and lead the business into an even more exciting stage of growth.”
Dean Dickinson added: “The appointment of Gary as Managing Director was a key part of our five-year growth plan. With his extensive experience of technology businesses and wealth of knowledge, we believe that he is the ideal person to lead Voicescape towards achieving continued revenue growth - particularly as we look to expand our reach across the social housing and local authority markets.”
Gary has been a driving force behind Voicescape’s transition to fully-Cloud operations. Since joining the business, he has implemented major operational improvements resulting in efficiency and cost savings. Additionally, he has played a pivotal role in developing innovative, award-winning products that have earned Voicescape a reputation as a leading provider of advanced software solutions in the social housing, local authority, and healthcare sectors.
Haynes said: “Before joining Voicescape, I was impressed by the company’s vision for its solutions and commitment to its social purpose. Our technology has a profound impact on our customers and benefits some of the most vulnerable members in society.
“Over the last two years, we have made significant strides in reorienting the business, expanding our unique artificial intelligence and engagement solutions, and establishing a foundation for strong, sustainable growth. I am thrilled to lead Voicescape towards even greater success.”
ENDS.
About Voicescape
Voicescape was founded in 1998 and is headquartered in Manchester. Using a unique combination of automation technology, behavioural insights and data science, Voicescape creates bespoke communication solutions that help public service organisations drive substantial operational efficiencies and service-level improvements.
Building on best practice honed over more than a decade working in partnership with the public sector, Voicescape offers an evidence-based approach to digital transformation, allowing people resources to be redeployed to where a ‘human touch’ is required. In this way, organisations can support members of the community who have the greatest need and create meaningful interactions that residents truly value.
About BGF
BGF was set up in 2011 and has invested £3.5 billion in nearly 500 companies, making it the most active investor in the UK. BGF is a minority, non-controlling equity partner with a patient outlook on investments, based on shared long-term goals with the management teams it backs. BGF invests in growing businesses in the UK and Ireland through its network of 15 offices. In 2018, Canada launched its equivalent – the Canadian Business Growth Fund – and in 2020, Australia did the same, both based on BGF’s funding model.
Media: hello@voicescape.com
0161 884 3598