Solutions Financial Solutions Customer Change Management

During a merger and acquisition (M&A), there are many complex decisions to be made and questions to be asked.

But none may be more critical, and undervalued, than considering the effect on customers and employees.

People build connections to brands and ways of doing things, and feel disrupted when unexpectedly thrust into new processes. Poorly managed change often results in customer and employee attrition.

But these high-impact events are high-value opportunities in disguise. Every interaction that occurs before, during and after an M&A is a moment of opportunity to position your brand for long-term success.

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An Extension of Your Brand

Vericast understands your business, your customers and the unique issues and requirements you face. You can trust us to provide dedicated, professional representatives who know how to talk to your customers about financial matters and are trained to handle calls in your brand language.

EXPERIENCE THE VERICAST ADVANTAGE

With more than a century of experience serving the financial services industry, Vericast is uniquely qualified to understand your business, your customers and the challenges you face. We put our experience to work for you by delivering best-in-class customer engagement that supports your strategic business growth and sustained long-term success.

High-Impact Becomes High-Value

A proactive, customer-centric approach is a best practice for an optimal transition experience.

43%
of bank leaders say their organization is very or somewhat likely to buy another bank by the end of 2025.1
22%
of customers kept their account at the acquiring institution… but opened another account at a different institution.2
68%
of customers with positive experiences are likely to stay with their primary financial institution compared to only 39% with negative ones.3

1 Bank Director, “2025 Bank M&A Survey,” November 2024
2 CCG Catalyst Project
3 2016 Retail Banking Voice of the Customer Survey, Capgemini Global Financial Services

Resources

Case Study

How to Raise the Bar During an M&A Transaction, Digital Conversion or Other Change Event

View Case Study
Article

Managing the customer experience during an M&A is critical — but it’s not always easy

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