TechValidate Research on Customer Experience Management (CXM)

Introduction

This case study of a medium enterprise professional services company is based on a November 2016 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

For this company, the top driver for purchasing Quadient® Inspire was the sophisticated data handling and automation capabilities.

Use Case

The company sends more than 100 million customer communications per month using Quadient® Inspire!

They required the following capabilities when implementing Quadient® Inspire:

• The ability to quickly proof output
• Integration with multiple IT systems

Results

Compared to the competition, they rate Quadient capabilities as follows:

• Performance and Scalability: significantly better
• Quadient Integration capabilities: significantly better
• Omni-channel design & proofing: significantly better
• Scope of features available: best in class
• Customer Support: better

With Quadient® Inspire, the company has achieved the following:

• Reduction in time to create omni-channel communications
• Reduction in costs
• Increased revenue growth
• Increased customer satisfaction / net promoter score
• Increased the volume of customer communications
• Streamlined processes and workflow automation
• The ability to manage all campaigns from a single platform
• The ability quickly proof omni-channel communications

Introduction

This case study of a large enterprise insurance company is based on a November 2016 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 omni-channel customer experience
• Sophisticated data handling and automation capabilities
• Reduce CostsQuadient
• Consolidate multiple customer communications products

Use Case

The company required the following capabilities when implementing Quadient® Inspire:

• The ability to quickly proof output
• Guided communications for front office workers (Quadient® Inspire Interactive)
• Integration with multiple IT systems

Results

The company evaluated the following other vendors before choosing Quadient® Inspire:

• EMC (xPression)
• HP (Exstream)

Compared to the competition, the company rates the following Quadient capabilities as follows:

• Performance and Scalability: significantly better
• Quadient Integration capabilities: best in class
• OmniChannel design & proofing: significantly better
• Scope of features available: significantly better
• Customer Support: best in class

The company has seen the following results after implementing Quadient® Inspire:

• 25-50% reduction in the amount of time to create omni-channel communications
• 25-50% increase in customer satisfaction
• Streamlined processes and workflow automation
• Improved the efficiency of customer communications development
• The ability quickly proof omni-channel communications
• The ability to quickly and efficiently integrate multiple data sources into communications