Mergers and acquisitions (M&A) can be both exciting and stressful for an ISP, especially for its customers. When two companies combine, there can be a significant impact on the products, services, and customer experience that they offer. It is essential for Internet Service Providers to properly prepare their customers for an M&A to ensure a smooth transition and maintain customer loyalty.

Preparing customers for an M&A requires clear communication, support, and training. Service providers should ensure that their customers are well-informed and comfortable with the changes the M&A will bring. This can involve explaining the benefits of the merger or acquisition, providing contact information for a dedicated team, and answering questions in a timely and professional manner.

In this blog, we share some tips and strategies for clear communication, effective support, training, and monitoring customer satisfaction. By following these steps, Internet Service Providers can minimize any negative impact on their customer base and maintain a strong relationship with their customers after the M&A.

Here are a few steps that you can take to prepare your customers for an M&A.

Communication: Clear communication is critical in preparing customers for an M&A. The business should communicate the details of the M&A to customers early and often.

Inform Customers of Benefits: Let customers know how the M&A will benefit them. Explain how the new company will be able to provide better products or services.

Answer Questions: Encourage customers to ask questions about the M&A. Provide accurate and complete answers to their questions.

Monitor Social Media: Monitor social media for any negative feedback about the M&A. Address concerns and respond to questions in a timely and professional manner.

Offer Training: If the M&A results in changes to products or services, offer training to help customers adapt to the changes.

Provide Support: Offer support to customers who are struggling with the changes brought about by the M&A. This could include additional resources or personalized support.

Communication Channels: Use a variety of communication channels to ensure that all customers are aware of the M&A. These channels may include email, social media, phone, and mail.

Prepare FAQs: Develop a list of frequently asked questions (FAQs) about the M&A. Make the FAQs available on the company website or send them to customers via email.

Use Positive Language: Use positive language when communicating about the M&A. Avoid negative terms or phrases that could alarm or upset customers.

Provide Timelines: Provide timelines for the M&A process. This will give customers a better understanding of what to expect and when to expect it.

Mergers and acquisitions can be a complex and challenging process for an ISP and their customers, and preparing customers for an M&A is a critical part of the process. However, by properly preparing customers for the changes an M&A will bring, Internet Service Providers can minimize the impact and ensure a smooth transition.

Following the tips outlined in this blog, Internet Service Providers can maintain customer loyalty and trust throughout the M&A process. It is crucial to remember that customers are an essential part of any business, and their support and satisfaction are essential to the success of the new company. By prioritizing the needs of their customers, businesses can ensure a successful merger or acquisition and long-term growth.

We hope that this blog has provided valuable insights and tips for businesses that are planning an M&A. Remember that communication, support, and training are critical components of preparing customers for an M&A. By taking these steps, businesses can set themselves up for success and ensure a smooth transition for their customers.


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