TechValidate Research on Business Process Automation (BPA)

Quadient Case Study

State & Local Government


This case study of a state & local government 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.

This government body represents one of the fastest growing counties in the United States. It has numerous housing options, a highly rated school system, a top-tiered health care system and a variety of recreation and cultural options.


The drivers that led this government organization to acquire a document automation solution were the reasons below; they needed the ability to:

  • Automate some or all outbound mail processes
  • Eliminate a non-core function such as mail processing to focus employees on core tasks

Use Case

After considering various competitors, this organization chose Quadient for having these features; ones they considered to be most important:

  • Simple implementation to avoid disruption of their business
  • Ease of use of the solution
  • Support after go live

With Quadient’s document automation solution, they were able to send out 2,000 communications each month. Outbound communications were previously handled manually.


Following the implementation of the software, numerous positive results were achieved. Not only did the solution have a high impact on the look and feel of outbound communications, but the software enabled employees to focus on higher value tasks.

Additional results reported by this company included the following:

  • Reduced time spent processing mail: 25-50%
  • Reduced overall costs: 10-25%
  • Increased customer satisfaction: 10-25%
  • Improved speed of document delivery: Greater than 50%
  • Eliminated errors: Greater than 50%

When asked to rank their level of satisfaction with the Quadient solution, this organization noted the following:

  • 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: Extremely 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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