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  • Merger Blueprint
  • Scalable Growth
  • Cost Optimisation
  • Target IT Landscape
  • Nordics
  • Customer Service

Elevating growth with a scalable merger blueprint for Nordic customer service providers

In a rapidly consolidating service market, seamless integration is essential. Netlight has guided two leading Nordic service providers through a complex merger, streamlining IT capabilities and improving operations to unlock value, reduce costs, and position the merged entity for continued expansion.

A black headset with a microphone resting on a gray surface next to an open laptop. The image suggests remote work, online communication, or customer service support.

About the client

The client is a leading customer service provider in the Nordics, predominantly offering customer support services. The client aimed to broaden their offerings and increase market share through M&A.

Challenge

Netlight was initially engaged by a private equity investor to conduct Technical Due Diligence on the target company, focusing on its viability as a stand-alone business. The scope later expanded to include a follow-on acquisition, for which Netlight performed both Technical Due Diligence and developed the first blueprint for organisational structure, technical landscape, and the merger plan. Success required a high degree of speed and accuracy to ensure value creation throughout the integration.

Solution

Netlight partnered closely with the client to design and implement a comprehensive merger plan that balanced risk mitigation with maximising business value. The approach included managing organisational change, developing a revised IT strategy, and establishing a new IT organisation and recruitment plan. Netlight streamlined the existing IT support environment, transitioning it into a modern, low-maintenance SaaS landscape and consolidating the company’s technical infrastructure to enable scalable growth. Additionally, the team set a new standard for cybersecurity and established efficient processes that fostered innovation and enabled the adoption of AI technologies. Through this holistic approach, Netlight ensured that the client was well-positioned for successful integration and future expansion.

Impact

  • Developed an M&A blueprint that supports further expansion across the Nordics by streamlining the organisation, core processes, technology platforms, and systems and enabling rapid innovation, low maintenance, and scalability.
  • Reduced IT costs by 25% in the merged organisation, strengthening the company’s bottom-line growth.

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