Quadient scales customer communication with PandaDoc

Transforming contract processes

Quadient, the driving force behind the world’s most meaningful customer experiences, empowers organizations to deliver exceptional interactions through customer experience management, business process automation, mail-related solutions, and parcel locker solutions. As a technology leader, they knew they needed to offer their clients digital signing options and streamline their internal sales processes.

“Early on, we saw the value of deploying PandaDoc across operations but wanted to do so systematically so we could customize the platform to our needs for each department and ensure we were using it to the best of its abilities,” Steve Rakoczy, Quadient’s chief digital officer, explained.

Before PandaDoc, Quadient’s contract process was cumbersome, involving email exchanges, printing, manual revisions, scanning, attaching the scanned document to an email, and sending it back. This inefficient system clashed with their mission to enhance customer communications across various channels.

Quadient’s initial implementation of 100 PandaDoc seats in 2016 was team by team, system by system, and workspace by workspace. However, the COVID-19 pandemic’s onset in March 2020 presented an entirely new set of challenges and required a rapid shift to remote operations.

Scaling with PandaDoc during the COVID-19 pandemic

Faced with the urgent need to adapt to remote work, Quadient purchased an additional 250 PandaDoc seats six days before the end of March 2020. This critical period for sales teams demanded swift action to ensure the best chance of success in the new business landscape.

Scott McKissack, Quadient’s senior manager of CRM, highlighted the alignment between the two companies that made PandaDoc the clear solution: “At our core, PandaDoc and Quadient share a basic mission: help our customers communicate and connect with their customers. Using PandaDoc to send seamless communications to our customers helps us set the bar for our customer experience, which has been even more important as we adapt to the inability to close deals in person.”

The rollout was complete within 48 hours thanks to Quadient’s four years of experience with the platform. Existing PandaDoc power users swiftly onboarded their Quadient colleagues, ensuring a smooth transition.

Enhancing remote sales efficiency

PandaDoc immediately boosted Quadient’s remote operations. Sales representatives gained valuable insights into customer interactions with their documents, which enabled them to close more business faster.

One of the most impactful features was the PandaDoc mobile app. Sales reps received real-time notifications of recipient actions, which let them respond quickly, make revisions directly from their phones, and overall minimize downtime.

“Working hand-in-hand with PandaDoc as a partner to meet our needs has been instrumental, especially as we ramped up deployment exponentially during the onset of the COVID-19 crisis,” McKissack added.

Getting results in challenging times

The rapid expansion of PandaDoc usage yielded impressive results for Quadient. In the last two weeks of March 2020 alone, Quadient’s U.S. direct field sales operations sent 226 documents and achieved a 65% view rate and a 62% completion rate.

The sales performance benefits were significant. Representatives reported increased confidence and close rates thanks to the actionable insights from PandaDoc’s analytics. In particular, the newfound ability to know when to engage with prospects was invaluable in the remote selling environment.

Rakoczy summarized the impact: “We’re incredibly impressed by the results our teams have experienced — from accelerated deals to improved customer experiences, PandaDoc has been a valuable partner. Once the pandemic hit, we knew we needed to accelerate our deployment of PandaDoc to continue to successfully support our customers.”

Fueling future growth

By embracing PandaDoc’s capabilities and adding additional seats, Quadient revolutionized their document processes and sales operations. Seamlessly integrating e-signatures and document analytics not only streamlined their internal workflows but also enhanced their ability to serve customers in an uncertain business landscape.

Quadient’s successful deployment of 250 additional seats during the early days of the COVID-19 pandemic demonstrates their agility and commitment to excellent customer experiences, even in challenging times. PandaDoc positions Quadient for continued success in the evolving world of customer communications and experience management.

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