Impact Story

Nordic customer service provider cuts IT costs by 25% through a scalable merger blueprint

In a rapidly consolidating market, two Nordic customer service providers needed to integrate quickly and accurately to create value. Netlight delivered a merger plan covering organisation, IT strategy and infrastructure, moving support to a low-maintenance SaaS landscape. The merged company reduced IT costs by 25%.

Client:Nordic customer service provider

Industry:Customer service

Technology:SaaS consolidation, IT integration, Infrastructure strategy

Impact Story

Nordic customer service provider cuts IT costs by 25% through a scalable merger blueprint

Client:Nordic customer service provider

Industry:Customer service

Technology:SaaS consolidation, IT integration, Infrastructure strategy

Challenge

Integrating two providers at speed

Netlight was first engaged by a private equity investor to conduct technical due diligence on a target company, assessing its viability as a stand-alone business. The scope then expanded to a follow-on acquisition, requiring both due diligence and a first blueprint for organisational structure, technical landscape and the merger plan. Success depended on speed and accuracy to create value throughout the integration.

Solution

A holistic merger plan built for scale

Netlight worked closely with the client to balance risk mitigation with business value. The approach covered managing organisational change, a revised IT strategy, and a new IT organisation and recruitment plan. The support environment was moved to a modern, low-maintenance SaaS landscape, cybersecurity was raised to a new standard, and processes were set up to enable innovation and the adoption of AI technologies.

Impact

Scalable merger, lower costs

* 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.

About the client

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

Next up

We don't predict the future.

We build it with the right people.

Impact Story

Nordic customer service provider cuts IT costs by 25% through a scalable merger blueprint

Impact Story

Nordic customer service provider cuts IT costs by 25% through a scalable merger blueprint

Integrating two providers at speed

A holistic merger plan built for scale

Scalable merger, lower costs

About the client

We don't predict the future.

Integrating two providers at speed

A holistic merger plan built for scale

Scalable merger, lower costs

About the client

We don't predict the future.

New digital strategy development enhancing patient care and driving operational excellence

New digital strategy development enhancing patient care and driving operational excellence

Enabling competitive advantage for a high-growth SaaS company

Enabling competitive advantage for a high-growth SaaS company

Accelerating profitability for a multi‑market marketplace platform

Accelerating profitability for a multi‑market marketplace platform