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Transcom - CMS in Retail Banking

Transcom - CMS in Retail Banking

Who Is This Vendor Assessment For?
NelsonHall’s CMS in retail banking industry sector profile on Transcom isa comprehensive assessment of Transcom’s retail banking sectorcustomer management services (CMS) offerings and capabilities,designed for:

Sourcing managers monitoring the capabilities of existing suppliers ofCMS to serve the retail banking sector and identifying vendorsuitability for CMS RFPs
Vendor marketing, sales and business managers looking tobenchmark themselves against their peers
Financial analysts and investors specializing in the support servicessector.

Key Findings & Highlights
Transcom is a publicly-held company which has been listed on NasdaqStockholm since 2001.Transcom has ~30k employees in 53 delivery centers across 21 countries,providing support in 33 languages.Transcom was created in 1995 by investment company Investment ABKinnevik in Sweden. It began its business in the telecommunicationsindustry sector, and its first customer was TELE2. On November 26,2014, Transcom completed re-domiciliation to Sweden fromLuxembourg, by way of a merger between the former parent entityTranscom WorldWide S.A. and the subsidiary Transcom WorldWide AB,which became the new publicly listed parent company of the TranscomGroup. In March 2015, Altor Equity Partners acquired Kinnevik’smajority share of 24.5%, for SEK 421m (~$49m). In January 2016,Transcom announced a restructuring initiative of its operations, creating aContinental Europe region combining operations in Spain and Portugalwith the former Central and South Europe region (excluding the U.K.);integrating the English-speaking markets in North America and AsiaPacific with the U.K. operations; preserving the North Europe region; andplacing its LATAM operations under review.Communications is its highest revenue generating industry sector,followed by financial services and retail. Transcom has ~30 customermanagement services (CMS) retail banking industry sector clients.Transcom’s key acquisitions and divestitures include:

In 2016:
Transcom divested its Danish credit managementbusiness, concluding the divestment of Transcom’s former creditmanagement services business unit
In 2014:
Transcom completed the divestiture of its debt collectionbusiness in the Czech Republic, Poland, Austria, and an earlierdivestiture (in 2013) in Germany
In 2007:
it acquired 100% of NuComm International, a Canadiancompany focused on customer care and collections
In 2006:
Transcom subsidiary Transvoice AB acquired thetranslation agency Tolkförmedling AB. Tolkförmedling hadoperations in Stockholm, Norrkoping, and Malmo, and providedinterpretation services to the public sector in Sweden
Between 2003 and 2008:
Transcom entered and expanded its creditmanagement business in Europe through acquisitions:
CIS in theNordic region and Germany, Creditexpress CR sro in the CzechRepublic, Credit & Business Service Ltd and Newman & CompanyLtd in the U.K., Dr Finsterer & Königs Inkasso Gmbh in Germany,IS Inkasso Service GmbH in Austria, and CENT in Poland
In 2005:
Transcom entered the Hungarian CMS market with theacquisition of Marketlink Kft, a call center operator based inBudapest
In 2002:
Transcom acquired 75% of Gestel, a Spanish call centerprovider
In 2002:
Transcom acquired the NelteLink call center business inVilnius, Lithuania
In 2001:
Transcom established itself in Spain and in 2002 it tookover the management of Gestel.Transcom provides delivery to retail banking organizations from thefollowing locations:
Spain, Portugal, Croatia, Poland, Germany, Italy,and Serbia.

Scope of the Report
The report provides a comprehensive and objective analysis ofTranscom’s retail banking offerings, capabilities, and market and financialstrength, including:

Identification of the company’s strategy, emphasis and newdevelopments
Analysis of the company’s strengths, weaknesses and outlook
Revenue estimates
Analysis of the profile of the company’s CMS retail banking customerbase, including the company’s targeting strategy and examples ofcurrent contracts
Analysis of the company’s retail banking sector CMS offerings andkey service components
Analysis of the company’s delivery organization including thegeography of delivery locations used for CMS retail banking sectorclients.


1. Background
2. Revenue Summary
3. Key Offerings
4. Delivery Capability
4.1 Technology
5. Target Markets
6. Strategy
7. Strengths and Challenges
7. 1 Strengths
7. 2 Challenges
8. Outlook

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