TechValidate Research on Customer Experience Management (CXM)


Case Study: Small Business Computer Services Company

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




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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