TechValidate Research on Business Process Automation (BPA)

Introduction

This case study of Southwestern Health Resources is based on an October 2021 survey of Quadient customers by TechValidate, a 3rd-party research service.

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Quadient:

• The main drivers for purchasing a document automation solution such as Quadient Impress:
  • Optimize some or all outbound mail processes
  • Eliminate manual mail processing steps to re-allocate key employees to core tasks
  • Reduce the overall cost of outbound customer communications
  • Mitigate risks and maintain compliance with internal and/or external requirements
• The most important factors when selecting Quadient Impress as their document automation solution:
  • Ease of use of the solution
  • Reporting and visibility of all outbound communications
  • Secure system to protect customer data
  • Simple implementation to avoid disruption to their business
  • Support after go live

Use Case

The key features and functionalities of Quadient that the surveyed company uses:

• They approximately send between 25,000 and 100,000 customer communications per month.
• They work in the Compliance department.
• How they handled outbound communication processes prior to implementing Quadient Impress:
  • Manually

Results

The surveyed company achieved the following results with Quadient:

• Rates the following capabilities of the solution based on their use of Quadient Impress:
  • ease of use: very satisfied
  • reporting: very satisfied
  • Saas-based architecture: very satisfied
  • secure system: very satisfied
  • simple implementation: very satisfied
  • ongoing support: very satisfied
• Estimates the impact the solution has had on their department:
  • eliminated errors: > 75%
  • increased customer satisfaction: > 75%
  • improved speed of document delivery: > 75%
  • reduced time spent processing mail: > 75%
  • increased cost savings: > 75%
  • reduced returned mail: 50 – 75%
• Indicates the impact Quadient Impress has had on their organization:
  • ability to focus employees on higher value tasks: high impact
  • enhanced corporate image by creating best -in-class communications: high impact
  • improved look and feel of outbound communications: high impact
  • reporting and compliance on outbound communications: high impact
  • efficiency and job satisfaction of your employees: high impact