Case Study: Meeting Acquisition Integration Leadership and Business Needs
Integrated BroadBand Services (IBBS), a leading provider of diagnostic and provisioning software and back office services utilized by cable and broadband operators worldwide, acquired a Canadian competitor and needed to integrate the company into its U.S. service structure quickly and cost-effectively—while retaining both customer bases.
Seeking integration expertise, private equity-backed IBBS called on The Intersect Group’s Executive & Transaction Advisory services team to help combine and realign the combined organizations of the two companies and simultaneously optimize the cost base to support a 50 percent increase in customers.
The Intersect Group’s team began this process by calling an Integration Summit of key company executives to achieve strategic consensus on consolidation goals. At the Integration Summit, the Intersect team established critical success factors, developed a high-level plan for key integration areas and evaluated the cultural alignment of the two organizations. This Summit provided the foundation for the leadership team to focus on the integration goals, common leadership and strategic planning. Using Intersect’s best practices, IBBS established a weekly steering committee which monitored the integration plan and addressed inherent integration risks and challenges posed by this international acquisition.
Once direction was clearly established, a deliverables-based action plan was created to manage the integration process through the IBBS call center, network operations center, and product development organizations, all on an aggressive timeline. Working closely with executives at all levels of both organizations, The Intersect Group’s integration team, supplemented by expert, interim finance and accounting staff, also provided by Intersect, guided the integration process through to successful completion—ahead of schedule—in 120 days.
The value Intersect brings is helping establish quantifiable objectives and targets at the beginning of the deal, and then ensuring follow through and delivery of those targets. Intersect’s team helped provide balance and objectivity throughout the integration process, all the while ensuring ongoing operational service commitments. As an example, execution of the call center integration plan delivered improved customer satisfaction, increased efficiency and a reduced cost to serve customers.
Statistics show call handle time improved to exceed the industry standard; average answer time dropped by well over fifty percent; and the call abandon rate was cut in half.
Today IBBS has a world-class organization operating efficiently, effectively—and more profitably—delivering better service to its entire customer base.
“I was impressed by how The Intersect Group led our acquisition integration efforts from up-front planning to developing
and executing an integration plan that resulted in our consolidated service teams providing better and more cost effective
service to more clients—all in 120 days.”
Dave Keil, CEO, Integrated Broadband Services
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About The Intersect Group
The Intersect Group, founded in 2006, is a different and better business
partner. The Intersect Group creates unparalleled value for its clients by combining industry-leading consulting
capabilities with comprehensive staffing and recruitment services. Clients trust The Intersect Group to deliver results
based on their deep expertise and proven resources within finance, accounting, and information technology. Through The
Intersect Group’s flexible delivery approach, you get the right solution, at the right time to accelerate your success and
achieve all of your mission-critical objectives.
Since inception, The Intersect Group's revenue has grown 800 percent, posting $3 million in revenue in its first year and a record $27 million in annual revenue at the end of 2010. The Intersect Group is one of the top 500 fastest growing privately held companies in the United States, as determined by Inc. magazine. In addition, Inc. magazine ranked us within the top 100 in the Business Products and Services category. The Intersect Group's 420 employees serve clients nationwide from offices in Atlanta, GA, Chicago, IL, and Dallas, TX.
