Companies are increasingly under pressure to automate workflows and digitally serve their employees, especially in view of the trends towards remote working. The first response to an internal support ticket, a survey conducted by Zendesk, takes an average of 24.2 hours foundInternal support teams receive an average of 492 tickets per month. This is probably why an estimated 25% of service operations integrate virtual assistant or chatbot technologies across their engagement channels, compared to less than 2% in 2017 gardener.
Christian Eggert, however, believes that chatbots are just the tip of the iceberg. He is the co-founder of Back technologies, an employee service platform that today completed a $ 3.3 million launch round. The company strives to reduce the repetitive requests and questions that take up the time of HR, IT, legal, finance and IT teams.
Back Technologies' platform, Back, integrates with email and Slack so employees can connect through their preferred messaging channel. A shared inbox enables experts to manage, track, and respond to requests in one place, and to send updates via the apps that employees use to create their requests.
Back automatically answers frequently asked questions for which no expert participation is required, and tracks and shows the time that team members spend on resolving inquiries and provides insights to improve internal processes. It also connects to knowledge management and HR systems such as Confluence, Bamboo and Personio to display data such as email addresses, locations and roles, and allows administrators to send pre-defined questions to employees to retrieve information about the record .
Back Technologies has some competitors in the back office automation segment, many of which are supported by tens of millions of euros in risk finance. In July 2019, Employment Hero, a Sydney, Australia-based startup that developed a software platform designed to simplify onboarding, raised over $ 15 million. In March of last year, Tel Aviv-based Hibob raised $ 20 million to modernize its human resources with its digital tools.
However, Back Technologies with 15 employees has already signed contracts with companies like SoundCloud, Choco, Marley Spoon, Personio and Statista, who use their platform to serve employees and help their teams work more efficiently. In a statement, Laura Christenhuß, People Operations Manager at Marley Spoon, said that Back had reduced the company's internal response time to an average of one day and solution times by an average of 71%.
Financing completed this week was led by La Famiglia with the participation of Gradient Ventures (Google's AI-focused risk fund), Point Nine Capital, Seedcamp, and Angel investors, including former Microsoft strategy director Charles Songhurst, the former board member of Orange, Matthias Hilpert, Eventbrite founder Renaud Visage and the founders of Tourlane and Personio. The Berlin-based company Back Technologies is planning to use it to expand its market presence in the USA, expand at the same time across Europe and hire new talent for engineering, marketing and sales.
"The past few months have only given an insight into the changes that will result in the way people work in the future," said Eggert VentureBeat via email. “Collaboration and automation have become a key in today's world. With our approach and technology, we are uniquely positioned to help companies around the world build and maintain human contact with their employees. "