TechValidate Research on Customer Experience Management (CXM)


Quadient Case Study

Medium Enterprise Telecommunications Services Company

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.

“Quadient® Inspire has a lot of features, almost everything is possible here and easier to work with.”

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%.





About This Data

This data was sourced directly from verified users of Customer Experience Management (CXM) 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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