TechValidate Research on Customer Experience Management (CXM)

Introduction

This case study of a medium enterprise telecommunications services company is based on a May 2017 survey of Quadient customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

Challenges

This medium enterprise telecommunications company, located in the Netherlands, was looking to enable digital transformation of customer communications to improve their customer experience.

As part of the project, they were looking to provide guided communication for front office workers and provide greater control over content to ensure regulatory compliance.

Use Case

During the vendor selection process, the customer evaluated Quadient, Foxpro, and Xerox Freeflow and rated Quadient® Inspire as best in class in the following categories:

• Performance and Scalability
• Quadient Integration capabilities
• Scope of features available
• Customer Support

The also rated Quadient® Inspire Omnichannel design and proofing as significantly better than what was available from other providers.

Results

By implementing Quadient® Inspire, the surveyed company streamlined processes and workflow automation through a single platform for the design, management, and delivery of customer communications. This resulted in quick and efficient integration of multiple data sources into customer communications and greater control over content for regulatory compliance standards.

As a result, the customer was able to reduce the amount of time required to create Omnichannel communications by 25-50%. This resulted in an estimated cost savings from implementing Quadient® Inspire of over 50%.

As a result, the customer indicated a realized payback of 18-24 months and an increase in customer satisfaction / net promoter score of over 50%.

Introduction

This case study of a small business computer services company is based on a December 2015 survey of Quadient® Inspire customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

Challenges

Top drivers for purchasing Quadient® Inspire:

• Repurpose legacy templates and print output
• Enhance omnichannel customer experience
• Consolidate multiple customer communications products to one end-to-end solution

Use Case

The client required the following capabilities:

• Quickly proof and approve omnichannel communications
• Real-time responsive dynamic communications
• Integration with multiple IT systems

Results

The client evaluated the following other vendors before selecting Quadient® Inspire:

• HP Exstream
• Pitney Bowes DOC1
• Thunderhead

Achievements:

• Reduced time to create omnichannel communications by up to 50%
• Increased cost savings by up to 25%
• Increased revenue growth by 5-10%
• Increased customer satisfaction / Net Promoter Score by 25-50%
• Increased the volume of customer communications by up to 25%
• The ability to manage all campaigns with a single platform
• The ability quickly proof and approve omnichannel communications
• The ability to quickly and efficiently integrate multiple data sources into customer communications