TechValidate Research on Business Process Automation (BPA)

Quadient Case Study

State & Local Government


This case study of a state and local government agency is based on an October 2019 survey of Quadient customers by TechValidate, a 3rd-party research service. The profiled organization asked to have their name blinded to protect their confidentiality.


The main drivers for purchasing Quadient’s document automation solution were the following:

  • To automate some or all outbound mail processes
  • To provide digital delivery channel options for their customers
  • To eliminate a non-core function such as mail processing to focus employees on core tasks

Use Case

Quadient was selected for it’s ease of use of the solution and for the reporting and visibility of all outbound communications

Prior to Quadient, this government organization handled outbound communications manually. After implementing Quadient’s solution, they could send approximately 2,000 communications each month.


Numerous results were reported once Quadient was used. This organization noted the following:

  • Reduced time spent processing mail: greater than 50%
  • Reduced overall costs: 25-50%
  • Increased customer satisfaction: greater than 50%
  • Improved speed of document delivery: 25-50%

The impact on these areas was also reported as being high:

  • Focus employees on higher value tasks
  • Reporting and compliance on outbound communications

In terms of the software capabilities, Quadient ranked extremely well is these critical areas:

  • Performance and Scalability: Extremely satisfied
  • Customization & Flexibility: Extremely satisfied
  • Multi-channel delivery (physical & digital): Extremely satisfied
  • Ease of use of solution: Extremely satisfied
  • Simple Integration, Implementation & Onboarding: Extremely satisfied
  • Ongoing Support: Extremely satisfied
  • Cloud-based features: Satisfied
  • Feature set: Extremely satisfied

About This Data

This data was sourced directly from verified users of Business Process Automation (BPA) by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.

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