Case Studies > Digital Transformation Success: Quadient's Lead Generation with Drift

Digital Transformation Success: Quadient's Lead Generation with Drift

Applicable Industries

Oil & Gas

Applicable Functions

Sales & Marketing

Use Cases

Intelligent Packaging

About The Customer

Quadient is a company that helps businesses deliver meaningful customer experiences. They provide intelligent communication automation, intelligent parcel locker solutions, and smart mailing and shipping solutions. They were looking for ways to increase engagement with their customers and prospects, and to effectively route support queries. They understood the value of delivering personalized experiences to meet customer expectations and were willing to embrace digital transformation to achieve this. They were also keen on using AI to better understand their customers' needs and provide them with around-the-clock support.

The Challenge

Quadient, a company that provides intelligent communication automation, parcel locker solutions, and smart mailing and shipping solutions, was facing a challenge in generating more engagement and prospects. They identified the need for digital transformation to meet their customers' expectations and increase engagement with potential customers. The team was also looking for an efficient solution to effectively route support queries. They wanted to move forward into the 21st century and explore new ways of engaging with their existing customers while also trying to increase engagement with their prospects. The idea of a chatbot made sense to them based on their customers and their expectations.

The Solution

Quadient selected Drift as their preferred solution after understanding the value of delivering personalized experiences to meet customer expectations. This decision marked a significant shift in the way they engage with visitors. The combination of Drift and 6sense, especially for their enterprise software solutions team, enabled Quadient to tap into valuable insights including who their buyers are, where they originate from, and their position in the sales funnel. This segmentation capability helped them streamline the conversations they were having in Drift. Using Drift’s Conversational AI, Quadient customers benefited from around-the-clock support, getting the answers they needed when they needed them. The AI also provided valuable customer insights, allowing Quadient to better understand their customers' needs and tailor their responses accordingly.

Operational Impact

With the implementation of Drift, Quadient was able to supercharge their customer interactions. They no longer had to wait for a representative to respond, which could have easily led to a missed opportunity. Instead, they were able to interact with prospects in their exact moment of intent, opening the door for more meaningful conversations. They were able to bridge the gap between prospects and sales representatives, making starting conversations faster and more efficient than with just traditional form-fill. This allowed them to remain competitive with other software companies in their industry. They also gained a newfound understanding of who their customers are, what they need, and how to tailor their responses to better serve them.

Quantitative Benefit