Post-merger Integration
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Post-merger/acquisition Integration

In post merger/acquisition, the “quick win” is usually to rationalize central services like Finance, Legal and HR, making staff redundant and cutting salary costs, but then comes integration of operations.

This involves detailed knowledge of the services and products the companies provide, often unknown to those setting the targets!

Integration approaches are basically:

1 > “Might is Right”


Most commonly, the acquired organization’s business is migrated to the standards of the acquirer.

 

The big challenge here is that the acquired staff, who have already had their numbers reduced by redundancy, will feel devalued.


Our key skills in supporting this type of integration include:

  • Team-building and leadership
  • Requirements management
  • Business readiness planning and preparation
  • Project management



Relevant Integration Experiences:


  • THUS PLC & YourComms (now Vodafone)
  • Refuge Assurance and United Friendly (now Royal London)
  • Apollo Global & BPP
  • BP & Amoco
  • Corus (British Steel and Hoegovens)

Minimizing customer loss drove a customer-centric approach to migration, designing the customer experience first, before the migration plan (to the delight of the customer service manager).

Stakeholders represented every part of the business except field engineers, requiring a complex communications and stakeholder management plan, with regular stakeholder communications. Success resulted from creating a project ethos of “can do”. This ethos was successfully extended to suppliers suffering from payment backlogs and termination of contracts.


Outcome

Successfully migrated all customers from legacy billing systems, billing processes, customer care processes and products to the THUS-standard systems and processes, completing on plan, within budget.

No customers were lost as a result of the migration.

Customer comments on project rescue service

THUS PLC

“An exceptional leader on a major billing project migration, managing an entire base of telecoms customers from two platforms to one platform, following an acquisition. I was highly impressed with his project management skills, but also his leadership style and dogged determination to complete successfully.”

© User:Colin / Wikimedia Commons / CC-BY-SA-3.0

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Case Study: Post merger integration of billing

Dynamic Technologies was engaged to integrate the billing of Your Communications (YC) with THUS PLC.

We  successfully moved over the first customers less than 3 months later. As a consequence we were retained to manage the complete programme.