Zendesk Inc (NYSE: ZEN)
Last Price: USD 74.31|Fair Value: USD 77.50
Business Strategy and Outlook
Zendesk is a leader in customer service and engagement software. It has a long runway for growth within its existing roster of clients as it continues to improve the feature set and add new solutions to the portfolio. The company is in the process of being acquired by two private equity firms for $77.50 per share. Zendesk was founded with a focus on simplicity and a desire to bring robust customer service functionality more quickly and more cheaply than existing solutions. The software was initially available only online and included free trials. This self-service approach, combined with a rich feature set, drove early traction in the SMB community. Over time, Zendesk began to employ a direct salesforce to attack the enterprise market, which is going towards the small end of enterprise customers. Larger customers drive about 40% of annual recurring revenue, or ARR. Enterprise buyers of software are stickier than SMB customers. That said, Zendesk already enjoys very high dollar retention in the 110%-120% range, which can be considered as very good.
Zendesk is successfully pursuing the typical land and expand approach to growth in that the firm lands at a new customer with one solution or a limited number of seats and increases the seat count or number of solutions over time. At its inception, Zendesk sold only its Support product, whereas today it has branched out to CRM, marketing automation, and others. Support remains the single largest solution, and even today approximately 80% of revenue is derived from existing customers. The market opportunity is substantial. Management believes its total addressable market, or TAM, is near $85 billion, and this market is still growing rapidly and could be up to three times larger in the long run. While the competition includes Salesforce.com, Microsoft, Oracle, and others, hence Zendesk doesn’t have to “beat” any of them. Their competitive overlap remains relatively small for now, and Zendesk can be successful by simply providing robust software for a reasonable price and offering a credible alternative to those offered by some of the larger peers.
Financial Strength
Zendesk is a financially sound company with a solid balance sheet, improving margins, and rapidly growing margins. Capital is generally allocated to growth efforts and acquisitions, with no dividends or buybacks on the horizon. As of December 2021, Zendesk had $1.0 billion in cash and marketable securities compared with $979 million in long-term debt. The company generated non-GAAP EBITDA of $220 million in 2021, representing leverage of 4.5 times. The company’s free cash flow to grow rapidly over the next several years. The debt is due in 2023 and is convertible into common shares, which will be the outcome. Zendesk does not pay a dividend and has not repurchased shares, nor is it expected for the company to do so within the next several years. The company makes small acquisitions from time to time, with a handful of deals totalling approximately a couple hundred million dollars over the last five years. These are feature additions or product expansion that supplements the company’s research and development efforts. While the size and frequency of deals may vary from year to year, the company is not going to change its acquisition strategy.
Bulls Say’s
Company Profile
Founded in 2007, Zendesk provides a portfolio of customer engagement software solutions via single applications or the Sunshine suite. Its software unifies customer communication and data across various channels and business units, and simplifies customer service and engagement across self-service, phone, chat, messaging, and email.
(Source: MorningStar)
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