Global Customer Experience Provider Transcom Acquires City Connect, Croatia

Global Customer Experience Provider Transcom Acquires City Connect, Croatia

Transcom, a global customer experience provider, has signed an agreement to acquire City Connect, a specialist within omnichannel customer service outsourcing.

Transcom has expanded its extensive network of contact centers, by acquiring City Connect – a business process outsourcing provider located in Croatia, with multiple offices across Central Eastern Europe. The 600 employees of City Connect will aid Transcom in serving the German market through nearshore delivery. The acquired firm is expected to generate double digit profitability in 2021.

“Over the past years, Transcom has significantly improved profitability, developed a strong digital offering, and is now growing fast in attractive segments such as eCommerce & Tech. The German market is a strategic priority, and we are continuously strengthening our nearshore operations to support the strong demand for our services. By teaming up with City Connect, we are further reinforcing our capabilities for the German market”, says Jonas Dahlberg, President & CEO of Transcom, a portfolio company of Altor Equity Partners.

“Sharing similar culture and values, joining forces with Transcom is a great match for City Connect. With Transcom’s well run operations in Albania, Bosnia and Herzegovina, Croatia, and Serbia, we now have a complete footprint and resources to deliver top notch services throughout the Adriatic region, serving not only the German market but also large multilingual and international clients. With the new opportunity to extend and expand our current portfolio, we will continue to execute flexible, agile and high-end service to our clients”, says Marko Dagelić, Chairman of The Supervisory Board of City Connect.

Transcom was advised on the transaction by Carlsquare and Grubisic & Partners. Both financial advisory firms are partners of SORTIS Invest and members of Globalscope Partners, the international organization of M&A advisors.




City Connect is a Croatian outsourcing company with 7 offices in Central Eastern Europe, specialized in providing business process outsourcing such as customer service, telesales, order management etc., to blue chip companies and fast-growing e-commerce firms.



Transcom WorldWide AB is a Swedish outsourcing company providing customer care, sales, technical support, and collections services through an extensive network of contact centres and work-at-home agents. Transcom employs more than 28,000 customer experience specialists at over 60 contact centres across 25 countries, delivering services in 33 languages to international brands in various industry verticals.



Carlsquare is a partner-run investment banking firm with offices in Germany, United Kingdom, Sweden and Denmark that supports companies and their shareholders in the implementation of strategic goals. These are owner-managed and market leading enterprises, fast-growing start-ups with innovative technologies and business models, but also venture capital/private equity investors and corporations that want to create growth and increase value together with entrepreneurs. Carlsquare is member of Globalscope Partners.



GRUBISIC & Partners Ltd. is formed by a team of experts with a wide range of knowledge in corporate finance and investments. The primary focus of the company is on mergers and acquisitions where they lead the entire process for their client (from structuring, preparation, implementation to closing) and financial advisory services related to the sale or acquisition of a business, capital raising for corporate or project purposes, preparation of financial models and company valuations, due diligence services and financial restructuring.



SORTIS Invest is an investment banking boutique, based in Sofia, Bulgaria, part of SORTIS Group. It is a member of Globalscope Partners, a global family of 55 independent M&A firms in 46 countries with a team of 650 professionals and more than 10,000 completed mergers and acquisitions and private equity deals worldwide. SORTIS Invest advises companies on mergers & acquisitions and fundraisings, as well as valuations and financial modelling of business cases. SORTIS Invest has a broad partner network and extensive experience in the fields of corporate finance, mergers & acquisitions.

SORTIS Invest has advised clients in various sectors including Telecommunications, Media and Technology (TMT), financial services, food and beverages, life sciences, chemicals, education, defense, manufacturing, energy, mining, transport and logistics, hospitality and real estate.


Leave a Reply

Your email address will not be published. Required fields are marked *