Managing Customer Care Through Mergers and Acquisitions

During large-scale corporate mergers and acquisitions, customer management comes under tremendous scrutiny at a time when its inner workings are most fragile. Customers are watching closely to see how products and services will be affected and how the consolidation unfolds, yet for customer-facing teams coming together on the inside, there are a whole host of immediate cultural and organisational contradictions to overcome. From integrating disparate technology stacks, to merging disconnected data sets, to unifying customer care strategies, to accommodating new working cultures – there are a multitude of factors to consider, each requiring careful management.

In this episode, we speak with Jessica Ham, Head of Mid-Market Performance and Insight at npower Business Solutions, who went through this process recently and understands what it takes to make it a success. She shares what the operation looked like for her internally as well as the roadblocks her team faced and how they overcame them.

We dive into:

• Policies and practices she put in place to ensure a smooth transition
• Strategies to keep customers at the centre of business operations during turbulent times
• How to promote the wellbeing of your workforce and create a healthy workplace
• The methodologies she has adopted to reduce agent churn
• What's coming next in the customer service space in the utilities industry

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