Case Study: Post merger integration of billing
After 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, especially Customer Service. This involves detailed knowledge of the services and products the companies provide, often unknown to those setting the targets!
Here, 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.
Minimizing customer loss drove a customer-
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.
Successfully migrated all customers from legacy billing systems, billing processes, customer care processes and products to the THUS-
THUS PLC (now part of Vodafone)
“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.”