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.
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.
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:
- 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.