Sparkcentral provides a digital customer engagement platform that manages and resolves customer service interactions over modern communication channels, using customer routing and prioritization technology along with workflow optimization and reporting tools. The company serves global brands including Direct Energy, Francesca’s, Goodbaby, Qdoba, Slack, T-Mobile, WestJet, Uber, Discover, Netflix, Delta Air Lines, Emirates and Western Union. Led by CEO Davy Kestens and former Chief Commercial Officer Christoph Neut, Sparkcentral operates from San Francisco and has EMEA headquarters in Hasselt, Belgium. The business plans to use new funding to drive international growth—primarily across the EMEA region—accelerate product innovation and expand its global team. Financially, the company has raised a total of $37.5M to date. Sparkcentral builds software to enable customer support interactions over social media, positioning itself as a customer service firm that focuses on social channels rather than marketing. The company serves large enterprise clients such as Delta and differentiates from marketing-focused social media managers. It splits operations between the United States and Belgium. Management plans to use new funding to expand staff and the product feature set and expects to double its roughly 30-person headcount in 2015. Financially, Sparkcentral reported revenue growth of 320% in 2014 year-over-year and a 100% increase in its customer base over the same period. The company tracks quarterly performance and notes an atypical MRR/ARR profile due to its large enterprise contracts. Sparkcentral (formerly TwitSpark) provides a platform to bring social customer service into the workflows of large enterprise call centers. The company targets large brands that need to monitor and manage complaints across social channels, and counts customers such as Delta. It launched its product in September 2012 and has signed up 35 customers in its first year, with customers paying a minimum of about $10,000 per year. Since its Series A lead investor closed roughly six weeks prior, the team has grown from six to 16 people. The company plans to use the new capital primarily for marketing, feature expansion and modest sales hires, and expects to complete its API by the end of the year. Its core business risk is whether it can scale customer adoption while protecting margins and demonstrating ROI by reducing call volume.

Total raised

$37M

Funding rounds

3

Latest round

Equity

Latest activity

Nov 2016