TechValidate Research on Customer Experience Management (CXM)

105 Case Studies – Page 1 of 4


Quadient Case Study

Large Enterprise Insurance Company

Introduction

This case study of a large enterprise insurance 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 US based company is a premier specialist in workers’ compensation and a leader in property and casualty insurance for the agriculture industry. They combine depth of expertise with a forward-thinking approach to achieve the highest level of service and outcomes for their clients.

The business challenges that led the profiled company to evaluate and ultimately select Quadient included needing the ability to enable digital transformation of customer communications and eliminating departmental silos. These, combined with needing the ability to meet compliance regulations and reduce risk, would improve their customer experience.

Use Case

Choosing a software vendor that would give them the ability to quickly create and proof omni-channel communications while integrating with multiple IT systems was crucial. They also needed to have greater control over content for regulatory compliance.

These factors led this company to evaluate both HP and Quadient. Quadient® Inspire was considered best-in-class for performance and scalability, integration capabilities, and significantly better for omni-channel design and proofing and scope of features available.

Results

Once Quadient was deployed, the client was able to streamline processes and workflow automation, they enabled a single platform for the design, management, and delivery of customer communications and had greater control over content for regulatory compliance standards. They also have quick and efficient integration of multiple data sources into customer communications.

Quadient Case Study

Small Business Media & Entertainment Company

Introduction

This case study of a small business media & entertainment 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 company operates in a digital environment providing information services across many different and relevant media channels. As one of the pioneers in one-to-one consumer communications, they were one of the first marketing service providers to offer innovative and relevant cross-media solutions.

To enhance their customer experience strategy, the client was looking for the ability to enable digital transformation of customer communications. To remain competitive, they needed to design, manage, and deliver omni-channel communications.

Use Case

Before selecting Quadient, the company also evaluated Pitney Bowes. Quadient was chosen for enabling them to quickly create and proof omni-channel communications. Quadient also ranked best-in-class in the following categories:

  • Performance and scalability
  • Integration capabilities
  • Omni-channel design and proofing
  • Scope of features available
  • Customer support

Results

The customer effectively streamlined processes and workflow automation with the implementation of Quadient® Inspire. They also enabled a single platform for the design, management, and delivery of customer communications.

Measurable results include an increase in cost savings, revenue growth and customer satisfaction / net promoter scores by 25–50% each. The volume of customer communications increased by over 50% and the time required to create omni-channel communications decreased by 25–50%. The client has an expected payback of 6–12 months with Quadient® Inspire.

Quadient Case Study

Medium Enterprise Consumer Services Company

Introduction

This case study of a medium enterprise consumer 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.

“The product is very reliable, flexible, and exceeds our expectations.”

Challenges

This US client is a single source provider for the production of direct marketing communications. They offer print collateral, direct mail fulfillment, and integrated campaigns that combine direct mail, email, and personalized web pages. They specialize in direct mail production, direct mail package improvements, and integrated marketing communications.

Their top business challenges which led them to select a new CCM provider included needing the ability to enable digital transformation of customer communications, eliminating departmental silos, and meeting compliance regulations while reducing risk.

Use Case

The company was looking for the ability to have better integration with multiple IT systems and greater control over content for regulatory compliance.

Pitney Bowes and Quadient were compared but based on the findings, Quadient was selected. The rankings showed that Quadient was significantly better for performance and scalability, scope of features available, and for customer support. Integration capabilities and omni-channel design and proofing were also better than the competition.

Results

The new platform enabled the client to streamline processes and workflow automation, gain a single platform for the design, management and delivery of customer communications and have greater control over content for regulatory compliance standards. Additionally, they had quick and efficient integration of multiple data sources into customer communications.

As a result of the implementation, the client has experienced increased cost savings and revenue growth by 25–50%. Customer satisfaction / net promoter scores have also increased by 5–10% while the volume of customer communications has increased by approximately 5% overall. A realized payback period of 18–24 months has also been realized.

Quadient Case Study

Medium Enterprise Professional Services Company

Introduction

This case study of a medium enterprise professional 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 global marketing company helps brands improve their marketing, build better customer relationships, and find new customers. They aim to deliver unrivaled data intelligence and customer insights, world-class technology integration, and implementation and data-driven creative, activation, and execution.

A key challenge was that they needed to gain the ability to enable digital transformation of customer communications to improve their customer experience. This led them to select a new CCM vendor.

Use Case

Quadient was selected for being best-in-class in performance and scalability, integration capabilities and for scope of features available. Omni-channel design and proofing and customer support were also considered significantly better than the competitors.

Results

When Quadient® Inspire the client realized many positive results. They have streamlined processes and workflow automation, enable a single platform for the design, management, and delivery of customer communications and have quick and efficient integration of multiple data sources into customer communications. They also have greater control over content for regulatory compliance standards.

These positive results have led to an increase in: Revenue growth, cost savings and customer satisfaction/net promoter scores by 10–25%. The volume of customer communications has also increased by 25-50% and the time needed to create omni-channel communications has decreased by approximately 5%.

The client has indicated that they plan on adding Interactive, Dynamic Communications, Mobile Advantage, Scaler and Customer Journey Mapping in roughly 18 months.

Quadient Case Study

Medium Enterprise Energy & Utilities Company

Introduction

This case study of a medium enterprise energy & utilities 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 case study is about a comprehensive marketing support services company. They provide everything from customer insight, strategy, target development, campaign execution & management to response handling. Being specialists in mailing services, they supply both Direct Mail, and Transactional Mail services.

To improve their customer communications strategy, the customer needed solutions to a few key business challenges. They needed the ability to enable digital transformation of customer communications, meet compliance, and reduce risk & effectively design, manage and deliver omni-channel communications.

Use Case

For the client, finding a software vendor who could solve these challenges was mandatory. The client needed software that would enable them to create integrated customer journey maps and integrate with multiple IT systems. Having greater control over content for regulatory compliance and the ability to quickly create and proof omni-channel communications were also key functionalities that were required.

Quadient was chosen to be the CCM provider because of the best-in-class ranking in the following:

  • Performance and scalability
  • Integration capabilities
  • Omni-channel design and proofing
  • Scope of features available
  • Customer support

Results

As a result of the new software solution, the client has streamlined processes and workflow automation, enabled a single platform for the design, management, and delivery of customer communications and has quick and efficient integration of multiple data sources into customer communications.

Other positive results include an increase in cost savings and revenue growth of 10–25% and an increase in the volume of customer communications between 25–50%. They have reduced the time required to create omni-channel communications by 10-25% and have increased customer satisfaction scores by over 50%. They have a realized payback period of 6–12 months.

Quadient Case Study

Medium Enterprise Real Estate Company

Introduction

This case study of a medium enterprise real estate 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 company, based in the UK, is an award-winning business offering many unique services and products. They use automation, state-of-the-art technology and an engaged and highly skilled workforce to design, produce, and deliver customized, personalized, and innovative products.

The profiled company was looking to improve their customer experience by solving a few business challenges. They needed the ability to enable digital transformation of customer communications and the ability to design, manage, and deliver omni-channel communications.

Use Case

What led them to evaluate and select Quadient included the following: The ability to create integrated customer journey maps, quickly create and proof omni-channel communications and provide business users with control over content. The customer also needed to ensure that they could create communications that were dynamic and mobile-friendly.

The client rated Quadient as best-in-class for performance and scalability, omni-channel design & proofing, and customer support. Quadient also ranked significantly better for integration capabilities and scope of features available.

Results

Once the client adopted Quadient, they saw noticeable and significant results. They streamlined processes and workflow automation, had faster creation of omni-channel customer communications and obtained greater control over content for regulatory compliance standards. They also gained the ability to quickly proof omni-channel communications with quick and efficient integration of multiple data sources into customer communications.

The customer indicated cost savings from implementing Quadient® Inspire to be between 10–25% with a 25–50% increase in revenue growth. They also increased the volume of customer communications and customer satisfaction by 25–50%. The time required to create omni-channel communications declined by 25–50%. These results offered them a 6–12 month payback on their software investment.

The client intends to add Dynamic Communications, Mobile Advantage, and Customer Journey Mapping within the next year.

Quadient Case Study

Medium Enterprise Real Estate Company

Introduction

This case study of a medium enterprise real estate 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 case study is about a UK-based creative technology company. They help clients achieve digital transformation through strategic, creative, and technical innovation.

The client needed the ability to design, manage, and deliver omni-channel communications. Also challenging for them was being able to meet compliance regulations and reducing risk.

Use Case

Two key factors led this company to choose Quadient as their CCM vendor. It provided them with the ability to integrate with multiple IT systems and have greater control over content for regulatory compliance. Additionally, the client rated Quadient best-in-class for performance & scalability and for scope of features available. Integration capabilities were considered significantly better. Omni-channel design and proofing and customer support features were considered better than the competition.

Results

The company indicated that they experienced positive benefits from implementing the software. They streamlined processes and workflow automation, had quick and efficient integration of multiple data sources into customer communications and obtained greater control over content for regulatory compliance standards.

As a result of these benefits, the client also had an increase in cost savings (5–10%) and in customer satisfaction/new promoter scores (10–25%). They reduced the time required to create omni-channel communications by 10–25% with a realized payback period of 18–24 months.

The client expressed that they will be adding Interactive, Dynamic Communications, Mobile Advantage, Scaler, and Customer Journey Mapping within the next 12–18 months.

Quadient Case Study

Medium Enterprise Professional Services Company

Introduction

This case study of a medium enterprise professional 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

Operating throughout the Nordic region, this company is one of the largest providers of communications and logistics solutions. They offer new opportunities for stronger and more personal customer relations.

To enhance their overall customer experience, the client was faced with some specific business obstacles that needed to be resolved. They required the ability to enable digital transformation of customer communications and needed to design, manage, and deliver omni-channel communications.

Use Case

Being able to quickly create and proof omni-channel communications, provide business users with control over content and create dynamic, mobile-friendly communications were functionalities in software that this client required.

Both Pitney Bowes and Quadient® Inspire  were compared but Quadient was ultimately selected to be the CCM vendor. Quadient ranked best-in-class in 5 of the key criteria:

  • Performance and scalability
  • Integration capabilities
  • Omni-channel design and proofing
  • Scope of features available
  • Customer support

Results

The customer experienced numerous benefits once Quadient® Inspire was implemented. They streamlined processes and workflow automation, enabled a single platform for the design, management, and delivery of customer communications and acquired the ability to quickly create and proof omni-channel communications.

The customer indicated that revenue growth increased by more than 50% and cost savings increased between 10–25%. They were able to increase the volume of customer communications by 10–25% and customer satisfaction by 25–50%. There was a 50% reduction in the time required to create omni-channel communications. They have an expected payback of 12–18 months.

The client also indicated that they have plans to add Scaler to their line-up within the next 6–12 months.

Quadient Case Study

Medium Enterprise Health Care Company

Introduction

This case study of a medium enterprise healthcare 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.

“With Inspire Software, the sky is the limit to what you can do in terms of data manipulation, document creation, and automation.”

Challenges

This medium enterprise company based in the US, is a leading provider of critical communications for businesses where the security of customer-centric data is paramount, precision & accuracy are crucial, and compliance is a requirement. Their services include document processing, direct mail, and communication solutions.

The client was facing several business challenges including the ability to enable digital transformation of customer communications and meet compliance regulations while reducing risk.

Use Case

Software was needed that could provide the client with the ability to design, manage, and deliver omni-channel communications. Communications that could be created and proofed quickly. They also wanted to give business users control over content.

For these reasons, Quadient® Inspire was chosen. Pitney Bowes was also evaluated but Quadient ranked best-in-class for the following:

  • Performance and scalability
  • Integration capabilities
  • Omni-channel design and proofing
  • Scope of features available
  • Customer support

Results

As a result of their new CCM solution, the client streamlined processes and workflow automation and enabled a single platform for the design, management, and delivery of customer communications. They experienced faster creation of omni-channel customer communications and gained the ability to quickly proof them as well. The client has stated that Inspire has given them the ability to create different types of files with just a switch.

Quadient Case Study

Medium Enterprise Financial Services Company

Introduction

This case study of a medium enterprise financial 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

With locations in 10 different countries, this company provides postal, logistics, and e-commerce services to media, trade, and other industries worldwide.

They were looking to improve their customer experience by gaining the ability to enable digital transformation of customer communications. This led them to evaluate different software vendors.

Use Case

Key software requirements included text and data visualization, layout formatting, and integration with multiple IT systems. The client also needed the ability to design, manage, and deliver omni-communications; communications that could be created and proofed quickly.

Before selecting Quadient® Inspire, the client reviewed the functionalities of Opentext and Pitney Bowes. Quadient ranked best-in-class for omni-channel design and proofing and for scope of features available. Quadient was significantly better for performance and scalability, integration capabilities, and customer support. These results led them to choose Quadient to be their CCM provider.

Results

Once implementation took place, the client streamlined processes and workflow automation and they gained the ability to have faster creation of omni-channel customer communications.

Additionally, cost savings increased by 10–25% as did customer satisfaction/net promoter scores. There was a significant reduction in the time required to create omni-channel communications by 25–50%. They have realized a payback period of 12–18 months with Quadient® Inspire.

The client has plans to include Interactive and Dynamic Communications within the next year and a half.

Quadient Case Study

Fortune 500 Financial Services Company

Introduction

This case study of a fortune 500 financial 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 fortune 500 company is a global leader in financial services technology solutions. With thousands of clients worldwide, they create and deliver experiences for the digital world. These solutions enable consumers to move and manage money with ease, speed, and convenience. Their services include payments, processing, risk & compliance, customer & channel management, and insights and optimization.

The client was looking for a software vendor that would provide a solution to one of their top business challenges; they needed software that would dramatically save them time so they could become more efficient.

Use Case

Having the ability to quickly create and proof omni-channel communications was a key requirement that led this company to evaluate Pitney Bowes and Quadient. Quadient was considered best-in-class for performance and scalability, integration capabilities, and scope of available features and were therefore chosen to be the CCM provider. Quadient also ranked significantly better for customer support and had a better rating for omni-channel design and proofing.

Results

After adopting their new CCM solution, the customer realized numerous benefits. They streamlined processes and workflow automation, enabled a single platform for the design, management & delivery of customer communications, and experienced faster creation & proofing of omni-channel customer communications.

The client has stated that the expected increase in revenue growth and volume of customer communications is between 5–10%. They also have a realized payback period of 18–24 months.

Quadient Case Study

Small Business Computer Services Company

Introduction

This case study of a small business computer 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 is a case study about a leading solution provider for financial institutes, insurance, healthcare, and telecommunication companies. They offer personalized services for managing customer communications.

Their innovative approach delivers seamless messages across multiple media and enhances multi-channel communications. Their goal is to optimize the effectiveness of every communication sent to a customer and drive business objectives and growth.

The core business challenges they were facing that were preventing them from having an optimal customer experience include having the ability to enable digital transformation of customer communications and the need to eliminate department silos. They were also experiencing difficulties with being able to design, manage, and deliver omni-channel communications.

Use Case

The customer required the ability to create dynamic, mobile-friendly communications. They also needed proper integration with multiple IT systems.

During the evaluation process, Opentext and Doxee were compared against Quadient® Inspire. They rated Quadient best-in-class for performance and scalability and significantly better in the following:

  • Integration capabilities
  • Omni-channel design and proofing
  • Scope of features available
  • Customer support

Results

Following the deployment of the software, not only did the company enable a single platform for the design, management, and delivery of customer communications but they experienced several measurable results as well. They have increased cost savings and revenue growth by approximately 5%, increased volume of customer communications between 10–25% and have reduced time to create omni-channel communications by over 50%. Their expected payback is 18–24 months with Quadient® Inspire.

There are plans to add Interactive, Dynamic Communications, Mobile Advantage, Scaler, and Customer Journey Mapping within the year.

Quadient Case Study

Medium Enterprise Consumer Services Company

Introduction

This case study of a medium enterprise consumer 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 consumer services company, based in the US, has the ability to develop and implement direct marketing programs for targeted markets by combining comprehensive resources, capabilities, and services. In the highly-competitive direct marketing industry, this effort creates a strong strategic advantage for this client by being a single source for customized marketing programs.

This company was looking to solve several challenges in their customer communications delivery, including needing the ability to enable digital transformation of customer communications and reduce risk while meeting compliance regulations. They also needed to empower business users by reducing reliance on IT.

Use Case

To improve the customer experience, the company needed the ability to design, manage, and deliver omni-channel communications – communications that could also be created and proofed quickly. They also needed software that would enable them to give business users control over content and provide guided communications for front office workers. Greater control over content for regulatory compliance was also a key requirement.

Before selecting Quadient® Inspire, the client also evaluated Marcom Central. Aside from being best-in-class for scope of available features and customer support, Quadient was rated significantly better for the following:

  • Performance and scalability
  • Integration capabilities
  • Omni-channel design and proofing

Results

Following the deployment, numerous benefits took place; the client streamlined processes and workflow automation, they gained a single platform for the design, management, and delivery of customer communications and they had greater control over content for regulatory compliance standards. They also experienced quick and efficient integration of multiple data sources into customer communications.

The company estimated that the impact of Quadient® Inspire resulted in increased cost savings, volume of customer communications and revenue growth, between 10–25%. They also estimated that customer satisfaction increased by 25–50% and the time required to create omni-channel communications declined by 25-50%. They have a realized payback period of 6–12 months.

The client has indicated that they will add Interactive, Dynamic Communications, Mobile Advantage, Scaler, and Customer Journey Mapping within the next year.

Quadient Case Study

Small Business Transportation Services Company

Introduction

This case study of a small business transportation 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

Based in Europe, this company develops postal management software and services for mailers and they provide solutions for direct marketing campaigns. They offer smart and easy communication strategies regardless of the channel. Their customers are companies with medium to large letter volumes, including banks, insurance companies, telecom operators, utilities, and the public sector.

One of their key objectives was to solve a business challenge that would lead to a better customer experience. They needed the ability to design, manage, and deliver omni-channel communications.

Use Case

During the evaluation process, the client looked for a software vendor that would enable them to quickly create and proof omni-channel communications. Opentext was reviewed but Quadient® Inspire was ultimately selected to be their CCM provider. Quadient measured significantly better for it’s integration capabilities, omni-channel design and proofing, scope of available features and customer support. Performance and scalability were also better versus the competition.

Results

By implementing Quadient® Inspire, the client acquired a single platform for the design, management, and delivery of customer communications. They indicated that with Quadient® Inspire, there is a decrease in the time required to create omni-channel communications of approximately 10–25%. They also experienced an increase in customer satisfaction/net promoter scores and in the volume of customer communications between 5–10%. Their realized payback period is 12–18 months.

Quadient Case Study

Small Business Computer Services Company

Introduction

This case study of a small business computer 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 US based company is a full-service printing, direct mail marketing, and variable data statement processing provider. They have extensive experience in the advanced technology that powers automated mail preparation.

They were facing some considerable business challenges that needed to be resolved to improve their customer experience. Not only did they need the ability to enable digital transformation of customer communications but they needed to reduce reliance on IT by empowering business users. They also needed to meet compliance regulations and reduce risk.

Use Case

Key software features that this client required were the ability to create integrated customer journey maps and quickly create and proof omni-channel communications. The client also needed the ability to give business users control over content, integrate with multiple IT systems, and have guided communications for front office workers.

The capabilities of both Pitney Bowes and Quadient® Inspire were compared. Quadient was considered significantly better for performance & scalability, integration, and scope of features available. The customer support offered by Quadient also ranked higher than the competition.

Results

Numerous operational benefits were realized once the software was adopted. Specifically, the client:

  • Streamlined processes and workflow automation
  • Enabled a single platform for the design, management, and delivery of customer communications
  • Experienced quick and efficient integration of multiple data sources into customer communications
  • Gained greater control over content for regulatory compliance standards

The estimated impact of these results includes increases between 10–25% in cost savings, revenue growth, customer satisfaction and volume of customer communications. Time to create omni-channel communications also declined by 10–25%. The client expects to have a realized payback within 6–12 months with Quadient® Inspire.

Quadient Case Study

Small Business Computer Services Company

Introduction

This case study of a small business computer 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 computer services company develops customer communications management and cloud area solutions that are used to automate a wide range of manual processes, save time, and increase productivity & profitability.

In their quest to improve their customer journey map, this client needed to address a critical business issue. They needed the ability to enable digital transformation of customer communications.

Use Case

For this client, the ability to quickly create and proof omni-channel communications and give business users control over content were key factors in the software selection process.
Although they reviewed Pitney Bowes, they chose Quadient® Inspire to be their CCM provider for being best-in-class in the following areas:

  • Performance and scalability
  • Integration capabilities
  • Omni-channel design and proofing
  • Scope of features available
  • Customer support

Results

Once Quadient® Inspire was selected and implemented, the client gained greater control over content for regulatory compliance standards. They also experienced increases of over 50% in the following:

  • Cost savings
  • Revenue Growth
  • Customer satisfaction / net promoter score
  • Volume of customer communications

In addition to the above, the client reduced time to create omni-channel communications by 50%. They have a realized payback period of 12–18 months with Quadient® Inspire.

Quadient Case Study

Medium Enterprise Consumer Products Company

Introduction

This case study of a medium enterprise consumer products 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 company is one of the leading print marketing and mailing solution providers in Europe. With advanced print communications, they are constantly pushing the boundaries of data and production technology. With roots in direct mail and marketing services, they have grown to embrace a wider set of disciplines including data analytics, creative thinking, marketing strategy, and digital media.

A top business challenge that led this client to select Quadient® Inspire was the overall need to improve their customer experience.

Use Case

To improve the customer experience, this company was looking for software that would give them the ability to have guided communications for front office workers.

During the evaluation process, Pitney Bowes and Quadient® Inspire were compared. Quadient was chosen to be the CCM provider because of it’s best-in-class integration capabilities and scope of features available.
Quadient also ranked significantly better for performance & scalability, omni-channel design & proofing, and customer support.

Results

Once Quadient® Inspire was implemented, the company experienced quick and efficient integration of multiple data sources into customer communications. They also have a 25–50% reduction in the time required to create omni-channel communications. The client has received increased cost savings and an increase in customer satisfaction scores between 10–25%. Revenue growth and volume of customer communications has also increased by 5-10%.

With Quadient® Inspire, they have a realized payback period of 12–18 months.

Quadient Case Study

Medium Enterprise Banking Company

Introduction

This case study of a medium enterprise banking 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.

“Quadient® Inspire is a fully integrated communication suite.”

Challenges

This European banking company provides services to private, institutional, and corporate customers. They offer securities trading services, manage their own investment funds, and provide credit facilities, loans, and real estate services.

Faced with the need to improve their customer experience, this client needed to eliminate departmental silos, reduce reliance on IT by empowering business users and meet compliance regulations while reducing risk. They were also experiencing challenges with being able to design, manage, and deliver omni-channel communications.

Use Case

Having the ability to give business users control over content was a crucial software requirement. The client also needed proper integration with multiple IT systems and guided communications for front office workers.

The client chose Quadient for being best-in-class for it’s integration capabilities, omni-channel design & proofing, and scope of features available. The software also ranked significantly better for performance and scalability.

Results

Once the client implemented the software, they experienced many positive results. Specifically, they were able to streamline processes and workflow automation, enable a single platform for the design, management, and delivery of customer communications and quickly and efficiently integrate multiple data sources into customer communications. Also, there is greater control over content for regulatory compliance standards.

This has contributed to a reduction in the time needed to create omni-channel communications by over 50%. They have increased the volume of customer communications between 10–25% and have realized payback in approximately 6–12 months.

Quadient Case Study

Medium Enterprise Financial Services Company

Introduction

This case study of a medium enterprise financial 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 corporation transforms highly complex data into rich, customer-centric, omni-channel communications. They are recognized as a leader in technology-driven, marketing communication services. Companies in many industries rely on their solutions for high-volume, high-mix communications that are accurate, timely, and secure.

This company faced a critical business challenge that needed to be resolved to improve their customer experience. They needed the ability to enable digital transformation of customer communications.

Use Case

To empower users within their organization, this customer needed to have the ability to quickly create and proof omni-channel communications.

When compared to HP Extreme, Quadient® Inspire was considered significantly better in 5 key areas:

  • Performance and scalability
  • Integration capabilities
  • Omni-channel design and proofing
  • Scope of features available
  • Customer support

The results led this company to choose Quadient as their CCM provider.

Results

As a result of implementing Quadient® Inspire, the client was able to quickly and efficiently integrate multiple data sources into customer communications. This enabled them to reduce the time required to create omni-channel communications by 10–25%. They also experienced increased cost savings, revenue growth, customer satisfaction, and volume of customer communications by 10–25%. Their expected payback period is within 6–12 months.

The client has stated that they will be adding other Quadient® Inspire capabilities including Interactive, Dynamic Communications, Mobile Advantage, Scaler, and Customer Journey Mapping within the next 12–18 months.

Quadient Case Study

Small Business Consumer Products Company

Introduction

This case study of a small business consumer products 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.

“We currently use Inspire for document composition and benefit from its ease of use and high-level of functionality.”

Challenges

This client, based in the UK, is a multi-skilled print manufacturer for design agencies and marketers. They offer digital, litho, large format POS, direct mail, fulfillment, and distribution services. They strive to engage with their clients and demonstrate a fresh approach to their marketing goals by delivering the most cost effective and distinctive solutions on the market.

Improved document composition was a key business challenge that this company needed to resolve to provide a positive and successful customer experience.

Use Case

To address this issue, software with data control and spooling was required. The company evaluated other vendors including PreS and Sefas but decided on Quadient. Based on research and comparisons, Quadient ranked best-in-class for performance and scalability, integration capabilities, omni-channel design & proofing, and for the scope of available features. Customer support was also considered significantly better versus the competitors’.

Results

Following the deployment, this company streamlined processes and workflow automation, experienced faster creation of omni-channel communications, and could quickly and efficiently integrate multiple data sources into customer communications. The new software also resulted in an increase in customer satisfaction and in the volume of customer communications. Their realized payback period is between 18–24 months. Aside from Quadient® Inspire, the client intends on implementing Mobile Advantage in approximately 18 months.

Quadient Case Study

Medium Enterprise Professional Services Company

Introduction

This case study of a medium enterprise professional 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.

“We benefit from having the option of delivering many of Inspire’s features using just one platform.”

Challenges

As a provider of outsourced financial processing services, this company aims to help clients improve operational efficiencies, protect the value of their clients’ brands and enhance their customers’ experience through proven platforms, products and services and performance and service quality. They are based in Canada but have locations across the United States as well.

There were a few important business challenges that led this company to find a CCM vendor. These challenges included the ability to enable digital transformation of customer communications, design, manage and deliver omni-channel communications, deliver better mobile experiences and eliminate departmental silos.

Use Case

The primary reasons for selecting Quadient® Inspire was that the software enabled the client to quickly create and proof omni-channel communications, give business users control over content and create dynamic, mobile-friendly communications. These functionalities were critical to enhancing the customer experience.

The client also considered Quadient to be best-in-class in the following categories:

  • Performance and scalability
  • Integration capabilities
  • Omni-channel design and proofing
  • Scope of available features
  • Customer support

Results

After implementation, the client realized numerous benefits. They streamlined processes and workflow automation, enabled a single platform for the design, management, and delivery of customer communications, acquired the ability to quickly create and proof omni-channel communications and could quickly and efficiently integrate multiple data sources into customer communications. Overall, they consider the software to be very comprehensive.

The client expects an increase in cost-savings and customer satisfaction between 25–50% and a reduction in the time to create omni-channel communications greater than 50%. They will be adding Interactive, Dynamic Communications, Mobile Advantage and Scaler within the next year.

Quadient Case Study

Medium Enterprise Computer Services Company

Introduction

This case study of a medium enterprise computer 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 case study is about a medium size computer services company. Based in the Caribbean, they are a large distributor of products throughout the Central American and Caribbean regions. They strive to be their customers’ preferred technology and integrated solutions partner.

The company was experiencing numerous business challenges in their goal to improve their customer experience. They required the ability to enable digital transformation of customer communications, meet compliance regulations and reduce risk, eliminate department silos, and reduce reliance on IT by empowering business users. Furthermore, they needed to have the ability to design, manage, and deliver omni-channel communications, deliver a better mobile experience and create integrated customer journey maps.

Use Case

Top purchasing drivers for this customer included having the ability to quickly create and proof omni-channel communications, giving business users control over content and creating communications that are dynamic and mobile-friendly. Integration with multiple IT systems and having greater control over content for regulatory compliance were also key requirements.

Oracle, Pitney Bowes, and Quadient® Inspire were compared but ultimately Quadient was chosen to be the CCM provider. The company found its capabilities to be best-in-class for performance and scalability and for integration. Omni-channel design and proofing, scope of features available, and customer support were also considered to be significantly better.

Results

Following the deployment of Quadient® Inspire, the client streamlined processes and workflow automation, enabled a single platform for the design, management, and delivery of customer communications, experienced faster creation of omni-channel communications and had greater control over content for regulatory compliance standards. They could also quickly proof omni-channel communications and integrate multiple data sources into customer communications quickly and efficiently.

Aside from reducing time to create omni-channel communications by 50%, the customer indicated that they also received increases greater than 50% in the following areas:

  • Cost-savings
  • Revenue growth
  • Customer satisfaction / net promoter score
  • Volume of customer communications

Their realized payback period is between 12–18 months.

Additionally, there are plans to add more Quadient® Inspire capabilities within the next year. These include Interactive, Dynamic Communications, Mobile Advantage, Scaler and Customer Journey Mapping.

Quadient Case Study

Large Enterprise Computer Services Company

Introduction

This case study of a large enterprise computer services company is based on a June 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.

“Inspire helped us to reduce development time and expand our business opportunities.”

Challenges

This large enterprise company is one of the largest IT and business process services provider in the world. They partner with clients on their most strategic and visible initiatives, helping to protect, improve, develop, and innovate the technology that runs their business.

In their quest to improve their customer journey map, this client needed a CCM vendor that would give them the ability to enable the digital transformation of customer communications and meet compliance regulations while reducing risk.

Use Case

The customer required the ability to have integration with multiple IT systems. This need led them to evaluate the features and functionalities of Opentext, Pitney Bowes, and Quadient. They chose Quadient to be their CCM provider for ranking best-in-class in all the evaluation criteria. Specifically, in performance & scalability, integration capabilities, design & proofing, scope of features available, and customer support.

Results

After implementing the software, the company experienced key operational benefits. They were able to streamline processes and workflow automation, they have enabled a single platform for the design, management, and delivery of customer communications and they have quick and efficient integration of multiple data sources into customer communications. These benefits have enabled the customer to quickly develop complex client communications – including Transactional, Direct Mail, E-mail, Fax as well as many others.

As a result of the project, they have increased revenue growth, customer satisfaction, and the volume of customer communications by 10–25% each. Their realized payback period is 18–24 months with Quadient® Inspire.

The client has plans to add additional Quadient capabilities including Interactive and Dynamic Communications within the next 18 months.

Quadient Case Study

Small Business Wholesale Distribution Company

Introduction

This case study of a small business wholesale distribution 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.

Inspire allows multi-channel complicated segmentation output and variable printing output.

Challenges

This European company offers a broad portfolio of services in the direct marketing field. They aim to help customers optimize and automate marketing across all channels of distribution.

The client was facing a key business issue that needed to be resolved in order to provide a better customer experience. They needed the ability to design, manage, and deliver omni-channel communications.

Use Case

During the vendor selection phase, the customer compared features and functionalities between ISIS and Quadient. Quadient was chosen for being best-in-class for the scope of features available. Omni-channel design and proofing, along with performance and scalability, were significantly better. The software also had better integration capabilities.

These results confirmed that the client would be given the ability to quickly create and proof omni-channel communications, have integration with multiple IT systems, and have greater control over content for regulatory compliance.

Results

Once the software was integrated, this company was able to streamline processes and workflow automation. The platform has also given them the ability to have quick and efficient integration of multiple data sources into customer communications and have greater control over content for regulatory compliance standards. The client has noted that the software is the best and most reliable on the market.

The impact on the organization is significant as they expect to have increased cost savings between 25–50%. Revenue growth and the volume of customer communications will also increase while the time to create omni-channel communications will reduce by 10–25%. They have a realized payback period of 12–18 months with Quadient® Inspire.

Within the course of the next year, the client is expecting to implement additional Quadient capabilities. Specifically, they plan on adding Interactive, Dynamic Communications, and Customer Journey Mapping.

Quadient Case Study

Medium Enterprise Professional Services Company

Introduction

This case study of a medium enterprise professional 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 case study is about a medium sized marketing and communications company. Their goal is to deliver superior solutions in print, digital, and retail visual merchandising. They service clients in both the United States and internationally.

In order to improve their customer offering, they needed to solve a key business challenge. They needed a software solution that would enable them to work with their existing HP Inkjet equipment.

Use Case

A key decision for selecting Quadient as their CCM provider was the software’s ability to give business users control over content.

They also found Quadient to be best-in-class for performance and scalability, integration capabilities, and for scope of features available. Omni-channel design & proofing and customer support were also considered significantly better.

Results

This client has since been able to streamline processes and workflow automation. Other positive results include the ability to create variable data files to print in conjunction with web presses. The client has stated that the software works well for both their web and digital printing needs.

The estimated impact from implementing the software include increased cost savings and customer satisfaction, both between 5-10%. Their realized payback is 12-18 months.

Quadient Case Study

Global 500 Insurance Company

Introduction

This case study of a global 500 insurance 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.

“With Quadient® Inspire, there is an ease of adding automation capabilities.”

Challenges

This corporation is one of the largest insurance companies in North America. They offer best-in-class products and services to provide innovative protection and retirement solutions to millions of customers.

To ensure that their business strategies and solutions continuously evolve to surpass industry standards, this company needed to reduce reliance on IT by empowering its business users and they needed to eliminate departmental silos.

Use Case

To improve their customer engagement strategy, this company was looking for a software solution that would give them the ability to quickly create and proof omni-channel communications and give business users control over content.

During the evaluation process, Opentext and Pitney Bowes were compared. Quadient was chosen to be the CCM vendor because of its best-in-class performance & scalability features & customer support. Quadient was also ranked to be significantly better for its integration capabilities, omni-channel design & proofing, and scope of available features.

Results

By adopting Quadient® Inspire as a CCM provider, the customer has realized many positive benefits. They have been able to streamline processes and workflow automation, have had faster creation of omni-channel customer communications, and can integrate multiple data sources into customer communications quickly & efficiently.

These changes have enabled them to have increased cost savings between 10–25% and an increase in the volume of customer communications by 5–10%. The client has also reduced the time to create omni-channel communications by 10–25%. Their realized payback period is 12–18 months with Quadient® Inspire. Within the next year, Dynamic Communications will also be implemented.

Quadient Case Study

Large Enterprise Consumer Services Company

Introduction

This case study of a large enterprise consumer 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 case study is about a large enterprise provider of postal and parcel services. They work closely with national and private delivery partners in order to offer customers the most comprehensive and reliable network for the delivery of mail and packages. They are based in the Netherlands but have hundreds of networks abroad.

To improve the customer journey, this client needed to address some challenging business obstacles. They needed to reduce reliance on IT by empowering business users and they needed the ability to design, manage and deliver omni-channel communications.

Use Case

To assist with these challenges, software with the ability to create dynamic and mobile-friendly communications was crucial. They also needed the ability to quickly create and proof omni-channel communications.

HP and Papyrus were the other vendors evaluated before selecting Quadient. The results concluded that Quadient was best-in-class for its integration capabilities, omni-channel design and proofing and customer support. Quadient was also considered significantly better for its scope of features available and a better choice for performance and scalability.

Results

The impact of the deployment resulted in the customer being able to streamline processes and workflow automation, attain a single platform for the design, management, and delivery of customer communications, create omni-channel customer communications faster and integrate multiple data sources into customer communications quickly and efficiently.

Furthermore, the client has an estimated increase in cost savings of 10–25%, revenue growth between 5–10%, customer satisfaction between 10–25% and in the volume of customer communications between 25–50%. Overall, they were able to reduce the time required to create omni-channel communications by 25–50%. They have a realized payback of 18-24 months with Quadient® Inspire. Interactive will also be implemented within the next 6 months.

Quadient Case Study

Medium Enterprise Consumer Services Company

Introduction

This case study of a medium enterprise consumer 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.

“Implementing the software has enabled us to set up projects faster.”

Challenges

This medium-sized marketing communications company is fully integrated and helps clients identify relevant communication channels, execute meaningful messaging, and deliver measurable results.

To provide customers with a comprehensive approach to marketing, this company needed to improve their customer experience. However, they were faced with a few business challenges that needed to be resolved. They required the ability to design, manage, and deliver omni-channel communications and meet compliance regulations while reducing risk.

Use Case

This client was looking for a solution that would facilitate the ability to quickly create and proof omni-channel communications and allow them to have greater control over content for regulatory compliance.

During the evaluation process, it was discovered that Quadient was ranked best-in-class for performance and scalability and significantly better for it’s integration capabilities, omni-channel design & proofing, scope of features available, and customer support. Fusion Pro and PSL were the other vendors included in the evaluation process.

Results

Some of the operational benefits that were realized because of the software deployment include the following; establishing a single platform for the design, management and delivery of customer communications, faster creation of omni-channel communications, quick and efficient integration of multiple data sources into customer communications, and greater control over content for regulatory compliance standards.

The customer estimates that the impact of Quadient® Inspire will result in cost savings, increased revenue growth, increased customer satisfaction, and an increase in the volume of customer communications, all greater than 50%. They are also expected to experience a reduction in the time required to create omni-channel communications, also greater than 50%. They also have a realized payback period within the next 6 months.

The client has plans on implementing Interactive as a second Quadient® Inspire solution within the next 6 months.

Quadient Case Study

Medium Enterprise Consumer Services Company

Introduction

This case study of a medium enterprise consumer 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.

“Quadient is easy to use, helps us train new employees, and automates simple jobs that run.”

Challenges

This full-service marketing agency provides multi-platform solutions for their clients. They offer products and services that are highly strategic, innovative, and impactful. This has helped them succeed in an increasingly competitive landscape.

In their quest to bolster and improve their customer experience, this US-based company evaluated and selected Quadient. By implementing the software, they were able to solve some critical business issues. This included the ability to enable digital transformation of their customer communications and eliminate departmental silos.

Use Case

Before ultimately selecting Quadient to be their CCM provider, other vendors such as Opentext and Pitney Bows were also evaluated. Quadient was chosen for being best-in-class in performance & scalability, for its integration capabilities, customer support, omni-channel design & proofing, and for the scope of available features.

The client needed the ability to quickly create and proof omni-channel communications to provide a much more integrated and improved customer journey.

Results

The customer has effectively streamlined processes and workflow automation and has established a single platform for the design, management, and delivery of customer communications. They can quickly create and proof omni-channel communications, integrate multiple data sources into customer communications in a quick and efficient manner, and they have greater control over content for regulatory compliance standards. Overall, they have found the software easy to use with an excellent training system.

By implementing the software, the customer has experienced a significant 25–50% reduction in the time required to create omni-channel communications along with a realized payback period of 18-24 months. In approximately 18 months, there are plans to include Quadient Scaler as an additional solution to their business needs.

Quadient Case Study

Medium Enterprise Insurance Company

Introduction

This case study of a medium enterprise insurance 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.

“By implementing Inspire, we saw savings equivalent to 1 full time employee, reduced postage costs, and streamlined operations providing efficiency to handle growing business communications.”

Challenges

This US based company provides life insurance and financial protection solutions to its members. Both insurance and annuity products are available. In addition to these, grants, scholarships, and legal services are offered.

To enhance their customer experience, this client was looking for a solution that would eliminate departmental silos, reduce reliance on IT by empowering business users and help meet compliance regulations while reducing risk.

Use Case

A need existed to provide guided communications for front office workers and to have the ability to give business users control over content. Integration with multiple IT systems was also a mandatory requirement.

During the selection process, the client also evaluated Red Titan but determined that Quadient was significantly better in the following areas:

  • Performance and scalability
  • Integration capabilities
  • Omni-channel design and proofing
  • Scope of features available
  • Customer support

Results

The results of Quadient® Inspire as a CCM provider were that the customer was able to streamline processes and workflow automation and establish a single platform for the design, management, and delivery of customer communications. They can also integrate multiple data sources into customer communications much more quickly and efficiently.

The customer has noted that the estimated impact of these changes includes cost savings of 25–50%, increased revenue growth between 5–10%, and an overall increase in customer satisfaction & in the volume of customer communications. They have an expected payback period of 18–24 months.

Overall, the client believes that Quadient is an excellent product that provides effective and efficient results as promised. They have stated that Quadient continuously reviews market trends and keeps on-top of market changes, specifically having to do with customer service and the overall customer experience.




More Research on Customer Experience Management (CXM)