Mergers and acquisitions (M&A) can be transformative, but they are often fraught with complexity and challenges. From aligning leadership teams to integrating systems and cultures, the process can be daunting. That’s why our M&A Center of Excellence, powered by our Growth Team plays a pivotal role in supporting our portfolio companies through every stage of the journey, ensuring they maximize value while minimizing friction.
In a recent webinar, we shared insights on how we guide our portfolio companies through these complex transitions. One of our success stories is the integration of CallRevu and TotalCX, where we leveraged our M&A expertise to ensure a smooth transition and rapid value capture.
Here are the key takeaways from the webinar:
1. Integration Begins During Due Diligence
A successful post-merger integration (PMI) starts long before the ink is dry. As shared in the webinar, Serent advocates for engaging leadership teams from both companies early to define goals and align on cultural integration—sometimes as early as 15 days before closing. This pre-close planning helps identify potential challenges and lays the foundation for a smooth transition, avoiding the “day one” shock.
Key Insight: Early planning, including clear objectives for people and processes, minimizes friction during the post-merger period.
2. Blending Cultures and Maintaining Strategic Focus
One of the most challenging aspects of integration is blending corporate cultures. At Serent, we prioritize early team alignment on values and goals. For example, during the CallRevu and TotalCX integration, we held pre-close workshops with leadership to ensure both cultural and operational synergy.
Successful integration also requires collaboration across departments and functions. CallRevu’s integration involved five dedicated workstreams, covering everything from go-to-market strategy to internal communications.
Key Insight: Cross-functional teams, working with clear roles and timelines, streamline integration and ensure accountability across the board.
3. Value Realization: Integrate First, Optimize Later
Post-merger integration is an opportunity to unlock value quickly. At Serent, we emphasize early synergy realization. The CallRevu and TotalCX merger made significant progress in the first 100 days by standardizing operations, aligning sales teams, and integrating product strategies. Achieving the financial goals of a merger hinges on how quickly integration occurs. Our approach focuses on rapid integration first, followed by optimization, aiming to maintain sales velocity and meet financial targets.
Key Insight: By setting clear value targets and tracking synergies, businesses can accelerate time-to-impact and achieve quicker returns.
4. Effective Communication
A recurring theme in the webinar was the importance of clear communication—both internally and externally. Early and frequent communication helps alleviate concerns, provides clarity, and keeps everyone aligned. In the CallRevu case, we implemented a proactive communication strategy with customers, building trust and confidence throughout the integration.
Key Insight: Over-communicate with all stakeholders—employees, leadership, and customers—to ensure transparency and build trust during the integration.
5. Flexibility and Adaptation: A Continuous Learning Process
Post-merger integration is not a one-time event but a continuous process of adjustment and improvement. Serent has implemented rigorous tracking and feedback loops to ensure each integration informs and enhances our approach across the portfolio. The CallRevu integration team continually adapted plans based on real-time feedback, adjusting to new challenges and opportunities as they arose.
Key Insight: Post-merger success relies on agility, with the ability to adapt as challenges and opportunities emerge.
Watch the Webinar to Learn More
If you’re considering an acquisition or looking to improve your post-merger processes, this webinar offers actionable insights and proven strategies from Serent’s M&A experience. Watch the full webinar to dive deeper into these topics or reach out to our team today to learn how to apply these best practices to your business.
Executive endorsements of Serent Capital are for illustrative purposes, designed to attract business development contacts, and should not be construed as a client or investor testimonial of Serent Capital’s investment advisory services. All such endorsements are from current or former portfolio company leadership about Serent Capital’s ability to provide services to their companies. Certain executives are also investors in Serent Capital’s investment vehicle(s), and as such, there is an inherent conflict in that those executives have an incentive to provide favorable reviews of Serent Capital’s business practices for the benefit of the investment vehicles that they hold a personal ownership interest in. Serent Capital has not, directly or indirectly, paid any compensation to such individuals for their endorsements. There can be no guarantee that any portfolio company will experience the above increase in savings or revenue. The Case Studies referenced are representative transactions to demonstrate the breadth of Serent’s experience and are not representative of all Serent investments and are not necessarily reflective of overall results of any of Serent’s businesses. Investments in other businesses may have materially different results. Not all Serent investments had or will have similar characteristics or experiences as those included herein.