TechValidate Research on Business Process Automation (BPA)

Quadient Case Study

Small Business Banking Company


This case study of a small business banking company is based on a November 2019 survey of Quadient customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

This case study is about a small business bank with approximately 25 branches in the southern United States.

“With the Quadient solution, we had less errors, even no errors, because of AIMS.”


There were two critical business challenges that led this banking company to purchase a new document automation solution. They needed the following abilities:

  • Automate some or all outbound mail processes
  • Eliminate error and maintain compliance with internal and/or external requirements

Use Case

Quadient’s document automation solution was selected for having these features and services:

  • Simple implementation process to avoid disruption of their business
  • Ease of use of the solution
  • Secure system to protect customer data
  • Reporting and visibility of all outbound communications
  • Support after go live

With their new solution, this banking company was able to send approximately 25,000 – 50,000 communications each month.

Prior to Quadient, all outbound communication processes were handled in-house, using a competitive solution.


Upon implementing Quadient, the following results were achieved:

  • 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%
  • Improved cross-selling by using on-statement marketing: 5-10%
  • Eliminated errors: greater than 50%

When asked to provide input on the level of satisfaction for specific capabilities, this banking company noted the following:

  • Performance and Scalability: extremely satisfied
  • Customization & Flexibility: extremely satisfied
  • Multi-channel delivery (physical & digital): very 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

In terms of impact on their organization, the Quadient document automation solution provided the following:

  • Improved look and feel of outbound communications: high impact
  • Focus employees on higher value tasks: high impact
  • Reporting and compliance on outbound communications: high impact
  • Improved corporate image by creating best-in-class communications: high impact

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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