 I'd like to introduce today's panel. Today we have Jeff Downs, our CEO. Hello everybody. Peter Matsumoto, our CTO. Kiran Jussi. Good afternoon. Our customer care manager. Kat Yusin, our sales manager. And Sarah Gonzalez, our marketing manager. Jeff, I want to start with you first. 2014 has been a big year. Can you provide us with a brief overview of what 2014 looks like? Brief? Look, I'm not going to lie to you, it's been a hell of a good year. You know, we've had growth after growth after growth. It's been extremely busy. We've added new employees, new customers. We've developed the staff that we've got. It's been a really exciting, crazy rocket ship of a ride and it's been a lot of fun. During the course of the year, we've moved offices, added new services, consulted with our customers and really, we've just been really hitting it hard. What about any of the other big events that have happened in 2014? Jeff, can you touch on some of those as well? Absolutely. So we've been able to launch some new services. I think of our cloud-based video conferencing service, CIVO, TCP, which is Teleconferencing Control Panel. This is a technology that allows people to launch and control their own teleconferences in a large environment. It's really exciting and that was based on some feedback that we received from our clients. We've won a ton of awards. We've continued to develop our webinar and webcast platform, constantly adding new features and functionality and it's just getting better and better every day. That's right. We're all very proud of those accolades. Now, has it all been smooth sailing, Jeff? Of course. In any fast-paced growth business, you're going to get a few bumps along the way. With us, I think the thing that hit us was as we continued to grow, there became a knowledge gap and we were just moving too quickly. The left hand sometimes didn't know what the right hand was doing and so we've now addressed that. We've implemented a new CRM that touches on every element of the business and it's going to pull in all the information and make it a lot easier for us to be able to understand exactly what's going on. I can think of one example recently where we wanted to improve the quality of our international toll-free numbers. We went out and we got a new toll-free service provider for the international countries and it's been great. It's given us fantastic quality of service and really opened up the world to us. We've doubled, almost tripled the number of countries that are now available to us, but in doing that, because we'd been growing so quickly and we hadn't had our CRM implemented yet, there was a handful of clients that we weren't able to notify in a timely fashion. It disrupted them. We learned from it. We'll do better and we're moving forward and moving onward. Great, so thank you, Jeff. A massive year all around, I know. Peter, your turn. Now, tell me from a technology perspective what's been happening in 2014. Well, plenty has happened this year. One of the big things that we've deployed this year was a new service called SIVO. It's our video conferencing service platform. It provides an easy-to-use, high-definition video conferencing service to desktops, to mobile devices, and traditional 323 and SIP devices. It's a highly scalable cloud offering. It's hosted here in Australia, and that's the big one. That's really a big one. So you mentioned Australian hosted. We've always been an Australian company, so what does that mean of place? Well, to be Australian, it's to be hosted here in Australia. It's all about security and performance. We place our service here in Sydney, Australia, to ensure that we have the closest proximity to our customers to ensure the best performance. We do that also to ensure that we comply with any kind of data sovereignty compliance requirements, and, yeah, all around. It's all about Australia. That's great. It seems like this year has been pretty big from a technology perspective as well. Thank you, Pete. So tell us, what's on the agenda for 2015? Well, there's plenty to talk about in 2015, but just to name a few, we'll be looking at producing larger teleconferences, so larger event conferences which involve investor relations. We look at also refreshing something called the account management portal. This is the AMP portal that allows our customers to access their own information. We'll be adding new features to that AMP portal, which has to do with the new reporting engine, new dashboards, control to live conferences, as well as recording and recast, as well as media hosting. One of the final things that we'll be doing is looking at refreshing, also not refreshing, but adding new functionalities to what Jeff referred to as our TCP, which is our teleconference and control panel. We'll be adding new features that will allow us to give our customers more access and more control over their events. So the account management portal, Pete, all of our customers have access to that now, is that correct? They do, in fact, yes. And in fact, that's why it's a refresh. We're really adding new functionality and trying to improve and give greater control to our customers, to their information, their call details, and just be able to order new services through that portal. Great. Thank you very much for that, Peter. Now, Kurt, from my perspective as a member of the sales team, it's been a really great year in 2014. Can I hear it from your perspective as the sales manager? Yeah, sure. Look, 2014, we've had a cracking year in the sales team. It's seen us almost double in size. And moving into the new office in July this year, we've already filled up the space. I'd have to give a lot of credit to our veterans in the sales team, as well as those that have joined us this year. Everybody's been contributing massively. I think we've been having a really great time with client acquisition, as well as with our existing customers. And with great technology coming from the tech team and lots of leads coming from the marketing team, makes for a very happy sales team. So tell me a little bit. We've talked about all of the new services that we've introduced this year. How have we introduced them within the sales team? Yeah, sure. With respect, let's talk specifically about the video conferencing service, which has been just wonderful, really, thanks to Peter and his team. It's great to be able to introduce services that are very complimentary and fit very nicely within the existing business that we have. So for those of you who haven't seen the video conferencing, what's really great about it is it's the same login credentials that we already have out there with our teleconferencing service. It's also allowed us to be more of a comprehensive service provider where we're able to consolidate telephone conferencing, web conferencing, and video conferencing with one provider and with one code. So yeah, the launch and the sales team, although it hasn't all been completely smooth sailing and sometimes there's a steep learning curve that happens in front of the customer, which we try to avoid, overall it's been really positive, really, really well received. Kieran, welcome. Thank you. Welcome to the team and to Redback. Thank you. We've had lots of changes this year which have affected your team in a good way. So tell us a little bit about what you've implemented and how you've done it. Sure. Yeah, it's been an interesting seven months, seven months now since I've been in the organization. I think to say I'm settled is probably a bit from the truth. It's been a rollercoaster of a journey and it's been some great learnings along the way, not only am I learning a new industry, I'm getting to know a new team, but I've been very fortunate in the six months whilst I find my feet. I've also spent quite a bit of time with our customers as well as really understanding what is it that customers buy from Redback and what is it that they want? What is it that they expect or what is it that they perceive as value? So whilst we've been understanding that from a customer perspective, we've also looked at a lot of our internal team, internal processes and we've made a number of changes. So some great things we've done this year. We've refreshed or bought in four or five new people into the support team this year, all very experienced, all very customer focused and they bring a real wealth of knowledge with them. We've also developed three of our long-term or long-standing employees into team leader roles and we've empowered them more and given them more accountability to really own not just the customer experience but the development of their teams as well. So certainly a big focus that I hope to bring to the team into Redback is a customer focus, is really, really striving everything that we do to wow our customers and working with a fantastic team like we have here at Redback, I think 2015 is going to be a great year. So what do you think some of those changes will look like to the Redback customer? Sure, so I think for the customer it will be quicker response times, it will be streamlined services, it will really design to make doing business with Redback a lot easier and we want to make sure we're investing time and effort and energy and money in the right areas as well and we've made some great progress in the CRM that Jeff spoke to earlier about really connecting our internal systems to make sure that we're all singing of the same hymn sheet, we've all got that rounded view of our engagements and touch points with our customers. We're looking at all of our internal processes, again there was an earlier mention on the account management portal refresh and again that's really designed to empower our customers to give them the power and control to access information when it's convenient from them in a real simple manner so we'll continue that focus and I think it's really key that everything we do we keep customers' front of mind. Absolutely, now Sarah last but not least marketing the fun part. Now here and talked a little bit about feedback and collection of that so that will play very much into your area there, can you tell us a little bit about that? Yeah and it has and I do say the fun part because our team has so much fun throughout the year with our community and we're so lucky that we have this relationship with everyone whether they're a customer or someone who's just part of our community where they do give us so much feedback so this year we worked with a lot of our customers to create content and educational pieces that we can hopefully distribute and then have everyone else learn from so that contributed to the launch of webinars.com.au which is a hub an educational hub that has a lot of content on there and allows people to be educated and inspired about online collaboration tools which I think too many of us can still be a little bit confusing but I think the important thing is you know working with our community working with our strategic partners and running our own events it made us see so many trends and so many different ways in terms of how everything's changing so this year three main things stood out for us. The first one is the increase in on-demand content and the fact that people are becoming more and more time poor but as a company we need to recognize that there is a shift so you know people out there you may notice that your attendance rates are dropping on webinars and webcasts and we've seen a drop from say 60 to 70 percent people attending a webcast down to 40 percent for example so you know how do we adapt and how do we change and how do we respond to that and how do we as a company help you guys do better with that so that's been one big thing and the next thing is accessibility we've seen such an increase with a lot of our customers using smart devices all around Australia so another thing for us is how can we also respond to that and educate people so it's been a fun year it's also been like I said really a big thanks to everyone within our community allowing us to provide this and stick to our purpose within our marketing team which is to inform educate and inspire. So tell us what's happening in 2015 from marketing. Oh crystal ball time yeah I think like I said and everyone here has spoken about you know new products and services and with that it's great to be able to have all these products but it's also a big challenge for us because we need to then differentiate all these products to everyone out there and realize that not one product is going to be the same thing for someone in a marketing position or a customer service position or a professional development position so I think it's exciting we mentioned on-demand content so the you know working a lot with Peter which you're going to love I bet to develop video hosting platforms so people can host their collaboration and webinars and stuff like that all online and then capture data and then report more effectively through their account management portal so I see us working a lot closer departmentally with everyone within here I also see a lot more work with customers once again getting their feedback and then being able to communicate that and accessibility and you know Kurt's spoken to the fact that everything's becoming faster and easier so you know we have as a team spoken about other things such as an app for example Jeff and some other little tools that we can start creating next year to try and make everything easier for our customers and also people not just our customers but people joining those events as well so yeah I think it's going to be very exciting that's really great and so I didn't ask you so as a member of the sales team I'm very interested to hear what's what's happening for 2015 how are we going to put into place some of these marketing strategies yeah I think look for us it's it's more of the same really beating down the rollout of Sevo we have a couple of dozen customers now what I didn't mention earlier was we we broke through the thousand client milestone in 2014 which was wonderful if we can add a few hundred more clients throughout 2015 I think we could be happy building out the Melbourne office is going to be a a big initiative for us as a sales team possibly stealing some more floor space from support in the current office would be another important thing to achieve in 2015 and really raising the bar as as consultants as experts as people that can provide insight to our customers around how they can improve their business practice through conferencing services through webinars webcasts through on-demand content great thank you for that now we've got some questions coming through from our interactive community which we will get to but firstly Jeff I believe you and the leadership team have put together or redefined the strategic vision for 2015 which ladies and gentlemen you can find in the resource folder at the bottom right hand corner of your screen if you're interested we could also I'd love you to talk a little bit about that Jeff in what we're doing next year certainly okay first thing I need to say about strategy is I'm one of those people that believes that culture trumps strategy every day of the week I think strategy is critically important but culture is the most important thing in this type of organization that we run where it's a service oriented organization the important thing about strategy and the thing that this group here has spent the last few days working on of course is articulating the vision articulating the purpose why we're here solidifying the foundation for what we're doing and what we're building upon and ensuring that all of the staff buy in and are singing on off the same song sheet so really what we're all about our vision is to improve the way organizations in Australia and in New Zealand how they meet and collaborate at a distance and how we're going to do that is by delivering simplicity and peace of mind to our end users all of that is built on our corporate values we then identify what our key factors of success are identify the processes in which to deliver that consult closely with the clients along the way and then we go out and we deliver that we're going to be spending a few days early in the new year the entire company up in the Hunter Valley where the leadership team will sit down with the staff and share that vision with them and make sure that everybody's buying in on it I think for the coming year you know if this last year was a story of growth 2015 is going to be building upon that and it'll be a story of growth and of development taking what we have and developing it perfecting it making it better we moved into a phenomenal facility just at the beginning of the year and it's really changed the way our business operates and it's really contributed to the culture we've built out three different broadcast studios in the office that we're making use of on a daily basis we've got a different customer every single day of the week at least one coming in here we can build and develop upon that by replicating that in Melbourne that'll be coming during the course of 2015 and of course the development just in our personnel and ensuring that each and every one of them is operating at peak efficiency great that sounds really really clear that one up so we've got some questions from our online audience now so Kathy from Christchurch she says that you mentioned New Zealand in here can you elaborate on the services that are offered in New Zealand absolutely Kathy how are you and thanks for giving us a call New Zealand's very very important to read back I mean we are a Australian organization that is dedicated to delivering services here in Australia and in New Zealand and all of the services that we offer here in Australia are also available in New Zealand we build a New Zealand currency we don't have any dedicated feet on the street in New Zealand yet we're always looking for good people though so if there's anyone that you know that's out there give Kurt a call give Kieran a call we're always looking for good people however in New Zealand if if you're in New Zealand you can use any of our services and we're there to support you we have people going across I would think almost on a monthly or bimonthly basis we've got people in New Zealand helping to deliver a managed event of some sort day-to-day conferencing there's not a day that goes by that someone in New Zealand isn't using a redback teleconference web conference or video conference great thank you now Susan from Melbourne has said great webcast so thank you very much Susan you mentioned a Melbourne office will the Melbourne office have studio facilities Susan hi good question absolutely what we are going to do is first we're looking for personnel that we can hire in Melbourne most likely we'll start off small we'll put them in a shared office space we'll start to develop that we'll get sales people we'll get support people we'll get AV people in there we will replicate the the office space that we have here in Sydney in Melbourne we believe that it's really important that we give the people in Melbourne the opportunity to come into the CBD and do a webinar do a webcast and have the same sort of facility so we will absolutely be doing that Kieran there's a question here from Vicki from Sydney she says that she potentially has an event that comes from a regional area do we webcast from regional areas absolutely so Vicki thank you very much for your question and Vicki absolutely we cover pretty much every corner of Australia and New Zealand as Jeff's talked to for managed services or managed events so absolutely we often have our webcast team or our managed events team really in the office for more than two consecutive days so they're the they're the guys that get to fly around and move around the country and yeah great for them to see Australia and deliver some great services for our customers so absolutely and wherever you're based here in Australia we can absolutely support you without any any shadow of a doubt thank you for that and another one I think is directed to be from you there's Nicola from Sydney and she's saying she's an existing client of ours or existing customer she's had changes to her event manager this year for her managed services will this continue so Nikki was it Nikki again and thank you very much for your question Nikki and Nikki we we that's not our first preference I think one of the the great values or the great value that we drive for our customers here at Redback is the ability to work with somebody that you get to know in an ongoing manner and ongoing fashion for all of your managed events and there does come there does come the time and fortunately not too often where we do have to balance the growth of the business and also understand that we've got the right structure and the right customer base with our employees to make sure that we continue to deliver service to the highest standards possible so as often as I would as as rare as we would like that to happen we don't do that light heartedly and we do try and minimize the disruption that that does cause as we continue into 2015 we would like to think as a team we're going to have much more insight into our customer requirements we talked earlier a lot around understanding what it is that our customers want and that customer satisfaction process is certainly something that I'll be focused on in 2015 so it's about getting the insight from our customers early and making sure we've got a plan to service those customer needs and requirements which will result in us not moving event managers as I say something we do rarely but at times it does become apparent and it's it's it's something that we must do thank you thank you Sarah there's one here from Philip yes and Philip is asking how he joins the online community that you mentioned earlier Philip I like Philip well pretty simple all you need to do is go to our website and click on join our community and just on that one of our other things that we're going to be doing in 2015 and you've probably heard the guys talk about it is you know integrating all of our systems and our platforms internally so people out there who are on our community you're going to see much more tailored and segmented marketing coming your way and for someone like Philip going to join our community just making sure that you're selecting your preferences and you're updating your preferences so we're not annoying you but also so we can give you the right information that you need and also yeah Philip I really really encourage you to provide two-way feedback as well we said earlier that it is a nice relationship we have with our community so we look forward to seeing you on there thank you I've got one more from Naomi here and Naomi is asking can we join redback products from mobile devices who would like to answer that one yes yes absolutely you know we support mobile devices from android to apple so really yes the answer is yes and that's across the board Pete all the products yes indeed it is yes absolutely well that's that's all the questions so thank you to the online community for that now we're going to have a look at 2015 and I'm going to ask each of the guests here to give me and they've got one minute tell me about 2015 in their own words so I'm going to start with Jeff Jeff one minute and I am timing you that's going to be hard then okay 2015 and I said before it's growth and development expansion moving into Melbourne my goal is to have a wonderful facility in Melbourne this time 2015 under a minute first time ever yeah I'll take the extra minute but you know absolutely 2015 is all about growth it's about well from our technology perspective we want to make the best highly available service out there so that you guys never have any downtime and we can scale up to whatever you guys need I think 2015 for me is really getting us all on the same page and aligning as a team so we can then provide the best customer experience the best products and the best service along with that as well so and yeah also about keeping up the education I think and being able to provide you guys with not just products and services but new ideas and innovative ways on how to use them which is good Kurt 2015 for us is probably adding another five or six staff to the sales team so we'll be over 20 at that point in time upskilling the sales team I think to be able to bring value and expertise to that buying process being able to provide unique market insight to our customers and differentiate our service offering to what else is in the market currently so yeah exciting 2015 I think is what's here for the sales team and last but not least Kieran I suppose I should do something we're selling more we're marketing more and we're developing new services so we've got some very targeted very simple focuses for the year ahead the year ahead for us really is understanding the customer requirement and I know that sounds a bit cliche and a bit obvious and but really understanding what is it that our customers buy from Redback and the service is one thing but you know what is it that makes us different and I really want to hone in on that and part the second part of that is the second part of that customer component is having a team that thinks behaves and understands the importance of customer centricity and the customer focus and that's going to kick off a number of initiatives so one will be supporting the growth in Melbourne and making sure we've got the right capability and the right team in Melbourne to deliver on-site managed events for our customers in Victoria and we talked earlier about that customer satisfaction process and really bedding down a closed-loop customer satisfaction process it's great to ask customers what they think and what they want and what they expect and we need to go back and we need to come back to you customers with tangible actions on what we're doing as an organization to address some of those concerns so yeah next year now it really is about yeah just bonding continue my learning and understanding the industry and what we do and yeah really focus on that customer experience really blows them out the water fantastic well guys as they say that's a wrap so wishing you all a very very merry Christmas and a happy new year and we'll see you in 2015 thank you very much bye now thank you bye bye