TechValidate Research on Business Process Automation (BPA)

Quadient Case Study

Southwestern Health Resources


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

“Security. Knowing that our Medicare regulated mail times are being met by a company that has an outstanding business continuity plan. "

“Reduced manual work for 1-2 staff a day. Reduced day to day operations costs. "


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


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

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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