Doctricks, based in Sweden, is an IT consulting firm specialising in customer communications and customer experience and operates globally through its cloud-based platform, dtCloud. With proficiency in multiple languages, Doctricks manages projects across Sweden, Europe, the Americas, the Middle East, and the Asia/Pacific region. Facing challenges with aging components of their dtCloud platform and increasing inquiries about the future of existing Customer Communications Management (CCM) products, Doctricks was at risk of losing long-term professional services customers. The limitations impacted their ability to provide desired functionality and services, prompting the search for a robust, future-proof solution.
Quadient, the clear choice
Doctricks was already familiar with Quadient due to its well-established reputation within the industry. In considering alternatives, Doctricks conducted a thorough due diligence of various CCM products. While Quadient met and even exceeded evaluation criteria during product feature comparisons, the decision-making process involved sessions to delve deeper into the corporate culture of potential providers.
Ultimately, the key factors leading to the selection of Quadient over other companies were Quadient Inspire’s extensive and powerful functionality and Quadient’s corporate culture. Doctricks was seeking a provider that could offer a dual balance of a personal, collaborative touch essential for smaller firms like Doctricks and a global presence and longstanding reputation necessary to instill confidence in their enterprise-level clients. Quadient emerged as the perfect match, meeting both requirements effortlessly.
A smooth and collaborative implementation
Doctricks chose Inspire Evolve, Quadient’s SaaS solution that offers a seamless experience through the Quadient Cloud, as its dedicated CCM environment. Quadient facilitated a seamless transition by setting up a fully operational application and offering valuable training sessions and easy access to internal resources for any queries, while Doctricks provided comprehensive training and certification for all their designers and developers on the Evolve platform.
Doctricks is currently in the process of integrating the API with their dtCloud platform, which aims to facilitate the smooth migration of some customers from their current CCM engine to Evolve. During the rollout, Doctricks found the support from Quadient University to be impressive in terms of information and user-friendliness. While not requiring extensive support thus far, the availability of additional assistance from Quadient affords a peace of mind.
The entire implementation spanned approximately three months, simultaneously as day-to-day projects for clients continued to be fulfilled.
Unleashing efficiency with Inspire Evolve
Inspire Evolve has revolutionised Doctricks’ business operations, notably reducing the workload associated with patching, updates, monitoring, and security. While specific cost and time savings are pending, the team has already felt the impact of the tool, which has given them the time to focus on crafting quality communications for enhanced customer experiences.
Inspire Evolve has performed beyond initial expectations, overcoming specific challenges. Power users now leverage Inspire’s Content Author to autonomously manage templates, expediting production changes at a fraction of the previous time and cost. The implementation of Inspire’s Front Office seamlessly integrates ad hoc communications, adhering to corporate standards and facilitating efficient distribution through pre-defined channels.
Additionally, users have been pleasantly surprised by the easy-to-use, browser-based UI of Evolve. Project managers are able to engage more effectively and collaborate effortlessly with developers, surpassing the capabilities of traditional thick-client CCM design tools. Quadient has not only solved existing challenges but also unlocked unforeseen efficiencies, positioning Doctricks for elevated service delivery and client satisfaction.
"Together with Quadient, not only were we able to navigate our challenges, but we have also gained a competitive edge, ultimately fortifying Doctricks’s position in the market. Working with Quadient has been a great experience—their team is highly responsive and easy to engage with, they act quickly, and their products are of the highest quality. We look forward to continuing this collaborative partnership with Quadient as we uphold our commitment to deliver exceptional customer experiences for our clients." - Petrus Näslund, Co-Founder, Doctricks
