SUCCESS STORIES / Operational Excellence

Unified Operating Model helps drive post-M&A harmony

Our Unified Operating Framework acts as a catalyst to accelerate M&A, fast-tracking operations with zero service disruption.


In the face of unprecedented industry transformation and emerging competitive pressure, service providers are turning to Mergers and Acquisitions (M&A) to expand their capabilities and scale their businesses for the next era.

M&A is driven by strategic decisions to increase market share, drive efficiency, and gain access to novel capabilities. However, in the aftermath of an acquisition or a merger, companies face challenges when redesigning their operating model. Without adequate planning and preparation, such redesign efforts may significantly negatively impact their performance.


3X acceleration in data migration

2X faster acquisition

25% reduction in OpEx

Client Situation

Our client is a telecommunications company that provides broadband Internet access, VoIP, and television, in addition to wireline services covering a region in the Caribbean. The company acquired a leading service provider's wireline and wireless businesses to provide value to customers through expanded product offerings.

The client wanted to ensure its move resulted in expanding its product portfolio, strengthening its play in subscription-based businesses, widening regional distribution channels, and delivering added value to customers. The company wanted to achieve all this while minimizing any disruption to business due to the acquisition. They aimed to implement a top-down approach to their business strategy by seamlessly integrating operational models, metrics, and organizational structure.

The client was looking for a technology partner possessing the requisite skills to design, unify and integrate their operating model effectively.

Prodapt’s Unified Operating Model helped the company accelerate migration and alignment timelines & reap maximum business value.


The success or failure of an acquisition lies in the nuts and bolts of integration. The following were the challenges faced by the client post-acquisition.

The client realized that the acquisition had resulted in role redundancies during the operating model restructuring after the acquisition. Through changes in the organization's structure, processes, and technology, certain roles overlapped over one another, leading to underutilized resources and increased expenses.

The lack of cohesion among teams resulted in chaos and service delivery delays. The client's optimization strategy resulted in the unintended consequence of silos within the organization, leading to ineffective collaboration among departments or functions. Moreover, a non-standardized data migration approach led to migration failures, delays, and increased costs.

Solving It

Prodapt leveraged the Unified Operations Framework (UOF) to facilitate the transformation of operational design and accelerate M&A operations for clients.

We implemented a unified interaction model based on ITIL standards that offers an integrated platform for the efficient functioning of people, processes, and technologies across different functions and teams within the new entity after acquisition to streamline operations and improve collaboration. This model breaks down silos, promotes cross-functional teamwork, and reduces duplication of effort.

Prodapt leveraged the MoSCoW Prioritization technique to assess roles and identify critical ones and those to postpone or eliminate if necessary. This helped rationalize team strengths, reduce overhead costs, and focus resources on the most critical areas.

We used our process maturity map to plot automatable and outsourceable processes and implemented customizable/reusable bots to reduce the manual effort and the migration time frame. We ensured better governance by tracking an operations maturity matrix and setting clear SLAs/KPIs as per the industry standards. Prodapt built a dashboard that provides a 360º view of the migration-related KPIs in real time to enable the client to track and monitor progress effectively.

Overall, Prodapt helped the company adopt and demonstrate an effective approach towards unifying its operating model after the M&A by identifying deficiencies, implementing streamlined processes, and optimizing its operations.

The company leveraged the Unified Operating Model to accelerate its data migration timeline by 3X and fast-tracked the acquisition by 2X while ensuring zero disruption/downtime in services. The client achieved an OpEx reduction of 25% by successfully implementing the model.

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