My Transcom Experience

Author: Stefan Pettersson

Tags: , ,

Transcom celebrates 20 years in business

In 2015, Transcom celebrates 20 years in business. From its beginnings in 1995, the company has gradually evolved from a single-country operation into a global organization spanning 23 countries.

Transcom AB was originally set up in 1995 to provide customer service for Comviq’s mobile telephony customers in Sweden. Subsequently, Transcom Europe was formed to support expansion into new European markets. These two parallel Transcom organizations grew rapidly, and were merged in the year 2000 to form Transcom WorldWide.

In 2002, Transcom started to diversify its business, both in terms of services offered and the company’s geographical presence. The debt collection business was entered through acquisitions in a number of countries, establishing the Credit Management Services (CMS) business unit. Transcom also made acquisitions to expand its core customer care outsourcing business in new geographies, not least in North America and Asia.

At the end of 2011, Transcom entered a turnaround phase. In the following years, the company executed a number of restructuring actions which have improved financial and operational stability, creating a solid foundation for future profitable growth. The CMS business unit was divested, in line with Transcom’s strategy to focus on its core customer care business.

We have now exited the turnaround phase with strong operational and financial momentum. Transcom’s fundamental objective is to create shareholder value through profitable growth. Our strategic priorities going forward (see timeline below) are informed by our vision of being recognized as a global leader in customer experience. We aim to increase revenue organically, at least in line with overall market growth, while continuing to improve our operational efficiency in order to further strengthen margins.

European expansion, 1995-2001 Diversification and acquisitions, 2002-2010 Turnaround, 2011-2014 Leadership in customer experience, 2015-
  • Transcom founded in Sweden in 1995
  • Focus on organic growth; European expansion began in 1997
  • Presence in 15 European countries at the end of 2001, the widest geographical coverage of any customer contact center organization in Europe at the time
  • Transcom’s shares were listed in September 2001
  • Acquisition-led growth started in 2002 with the purchase of Gestel, a Spanish CRM operator
  • Diversification into debt collection business through acquisitions in several European countries.
  • Expansion of near-shore services, serving high-cost countries from low-cost locations
  • Establishment of centers in Latin America to serve Spanish clients
  • Expansion into North America and Asia via acquisition of Cloud10 and NuComm
  • Restructuring program in order to strengthen competitiveness and improve profitability
  • Focus on growth in prioritized geographies; divestment of a number of smaller country operations
  • Divestment of Credit Management Services (CMS) in order to focus on core customer care business
  • Re-domiciliation to Sweden from Luxembourg completed
  • Growth with clients, while creating a more balanced industry and client portfolio
  • Continuously improving service offering, focusing on advanced, value added services
  • Strengthen global footprint supporting the European core market
  • Competitive operational platform

Comments

comments