• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
  • Home
  • Register
  • Log In
  • Course Registration
  • Search
  • 858.674.4864

Service Strategies

Service and Support Consulting, Training and Certification

Menu
  • Consulting
    • Strategic Planning
    • Service Assessments
    • Change Management Consulting
    • eServices Consulting
    • Service Process Design
    • Service Operations Health Check
    • Knowledge Management Consulting
  • Training
    • Public Course Schedule
    • Online Learning Center
    • Management Development
      • Advanced Service Leadership
      • Support Supervisor
      • Support Manager
      • Field Service Manager
      • Field Service Supervisor
    • Individual Development
      • Service Representative
      • Support Professional
      • Support Specialist
      • Field Service Engineer
      • Strategic Account Management
    • Career Certification
      • Certified Support Managers
      • Certified Support Supervisors
      • Certified Field Service Supervisors
      • Certified Field Service Managers
      • Certification Exam Center
    • Educational Workshops
      • Team Leadership
      • Problem Solving
      • Communication Essentials
      • Engaging Challenging Customers
  • Service Standards
    • Support Standard
    • eService Standard
    • Field Service Standard
    • Professional Service Standard
    • SCP Features and Benefits
    • SCP Sponsor Companies
    • SCP Certified Organizations
  • Problems We Solve
  • Customers
    • Customer Success
    • Customer Testimonials
  • About Us
    • Executive Team
    • Our Partners
    • Upcoming Events
    • Company News
  • Blog
  • Contact
Home > Blog > Surviving a Merger or Acquisition

Surviving a Merger or Acquisition

July 28, 2016 Leave a Comment

Planning, risk and strategy in business,

Surviving a Merger or Acquisition – How to Prepare Your Service Operation and End Up in Control

Global merger and acquisition (M&A) activity hit record a $4+ Trillion with a “T” in 2015 and it is continuing in 2016.  If you’ve been through it before you know how disruptive it can be to your business.  When the merger is announced you’ll hear the corporate boards speak of tax inversions, expanded market share, shareholder value and efficiency gains. Early in the process everyone is reassured that it was done for accretive purposes, that there are very high synergies and growth opportunities. They tell you there is limited overlap and that there’ll be few personal disruptions (read layoffs).  If we’ve learned anything from the past, this proves not to be true and service is a key target.

We know we have customers to keep happy so we bury our heads thinking that as long as we continue taking care of business there is no way our team can be expendable.  Invariably, within 12-18 months upper management and the board of directors look for ways to justify the M&A. They begin looking to cut the largest expense, which is labor.  They analyze options like consolidating service operations or outsourcing.  These analysis are strictly financial and do not take customer experience or loyalty into consideration.  They don’t understand, as we inherently know, that with customer disruption or displacement of service there will be dissatisfaction, which leads to customer defections.

How to Protect Your Team

Data is your strategic weapon against the inevitable “rightsizing.” Having a proven track record and benchmark measures of success is the key to winning the battle. When the executive team looks for economies of scale (the reason they merged,) they always target services.  Services will be analyzed for cost saving opportunities and without the strategic data to make a strong case, your team will lose out against the merged operation.  Experience has shown that the better armed you are with data, the more likely it is that your team will be the surviving entity.

Customer satisfaction and Net Promoter score are important in measuring customer perception. But those metrics along with response times, resolution rates and case backlogs are table stakes that every organization monitors.  In order to be strategic and have the data to back up your performance, you need to have a proven track record of being measured against the best global performers in the service industry.  Being armed with data from benchmarks and audits from a globally respected service quality program will propel your organization to the top of the heap.  A service quality program like the Service Capability & Performance (SCP) Standards can help your organization become the darling of the merger or acquisition. The standards provide a proven blueprint and benchmark of service excellence, supported by independent quality audits to validate performance.

 

Categories: Articles, Blog Tags:Certification, Service Standards, Strategic Planning

David Licosati's avatar

About David Licosati

David has more than twenty years professional experience, including more than fifteen years in the high-technology industry. David comes to Service Strategies from InoStor/Tandberg Data Corp., where he was co-founder and vice president of business development. During his tenure he created an international technology licensing business and successfully launched several new products through OEMs and channel partners.

Reader Interactions

Leave a Comment Cancel

This site uses Akismet to reduce spam. Learn how your comment data is processed.

sidebar

Blog Sidebar

Recent Articles

  • Protected: 2025 eService Standard
  • Protected: 2025 Field Service Standard
  • Protected: 2025 Professional Service Standard
  • Blog
  • Community
    • Articles
    • Presentations
    • Recorded Webinars
    • Research Reports
    • SCP Example Practices
Customer Experience Update

Footer

Contact

16769 Bernardo Center Drive, Suite 1-244 | San Diego, CA 92128

858.674.4864 - Corporate | 800.552.3058 - Toll Free

info@servicestrategies.com

Social Media

FacebookTwitterGoogle +YoutubeLinkedin
Consulting Services
  • Strategic Planning
  • Service Assessments
  • eServices Consulting
  • Service Process Design
  • Knowledge Management Consulting
Training Services
  • Public Course Schedule
  • Individual Development
    • Customer Service Representative
    • Support Professional
    • Support Specialist
    • Field Service Engineer
  • Management Development
    • Support Supervisor
    • Support Manager (Virtual 8 sessions over 2 weeks)
    • Field Service Manager
    • Field Service Supervisor
    • Team Leadership
  • Account Management
    • Strategic Account Management
    • Services Pro 3.0 Advanced Workshop
    • Resident Engineer Workshop
  • Career Certification
    • Certified Support Managers
    • Certified Support Supervisors
    • Certified Field Service Managers
    • Career Certification Exam Center
  • Educational Workshops
    • Problem Solving Workshop
    • Knowledge-Centered Support
  • Online Learning Center
Service Standards
  • Support Standard
  • eService Standard
  • Field Service Standard
  • Professional Service Standard
  • SCP Features and Benefits
  • SCP Sponsor Companies
  • SCP Certified Organizations

Copyright 2025 Service Strategies, All Rights Reserved | Privacy Policy | Sitemap