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Partnership provides longer-term customer communications strategy for businesses that implemented quick fixes during the pandemic
Quadient, a leader in helping businesses create meaningful customer connections through digital and physical channels, has partnered with Nirva. The agile customer communications expert will use Quadient technology both to help customers drive long-term communications strategies, and to build on quick fixes implemented during the pandemic.
Nirva will integrate and support Quadient’s entire Solution portfolio, including the new Inspire Evolve customer communications solution, helping all parts of an organisation design and deliver personalised digital communications to customers through their channel of choice. This eliminates data silos that prevent data sharing across the organisation and reduces the pressure on IT teams to manage and support customer experience strategies.
As well as future-proofing customer experience for Nirva’s existing clients, Inspire Evolve will strengthen its offering for new prospects, and help organisations adapt to the reduction in face-to-face customer experience during and even after the pandemic.
Nirva is one of the first UK companies on the new Quadient Partner Program, which provides renewed onboarding, support and development functions. These includes Quadient University, which trains and certifies solutions experts with the business, who can then use their expertise to improve service for customers.
“The Institute of Customer Service says the number of customers experiencing a problem with an organisation has hit the highest rate since 2009, and that people are no longer accepting the pandemic as an excuse for poor customer service. To address this, many businesses have implemented short-term customer communication fixes, but they need a strategy to ensure agility is built in over the longer term,” said Tracey Whelan, Managing Director of Nirva. “Together with Quadient we will do exactly that, empowering users across the business to access insights from customer data and communications while removing the burden on IT teams. We are excited about this new partnership because it will grow our business, and also have a positive impact on our existing customers.”
“This partnership will provide local support for UK businesses, Nirva’s agile approach to integration and support matches the agile nature of Inspire Evolve and the rest of our product suite,” Peter Chalkley UK&I Partner Manager at Quadient, added. “We are particularly well-suited because of Nirva’s strength and experience in the insurance industry, which is a perfect fit for Inspire Evolve and our solutions. Nirva is now investing in building skills and expertise, demonstrating a real commitment to driving better customer communications, both now and into the future.”
Quadient is the driving force behind the world’s most meaningful customer experiences. By focusing on three key solution areas, Intelligent Communication Automation, Parcel Locker Solutions and Mail-Related Solutions, Quadient helps simplify the connection between people and what matters. Quadient supports hundreds of thousands of customers worldwide in their quest to create relevant, personalized connections and achieve customer experience excellence. Quadient is listed in compartment B of Euronext Paris (QDT) and is part of the CAC® Mid & Small and EnterNext® Tech 40 indices. For more information visit quadient.com
Nirva is the UK’s agile expert in driving smarter customer communications. Nirva specialises in driving better standards of customer communications through solving the everyday problems that people in CCM roles face. It helps clients improve their business-critical documents, messaging and processes, maximising return on CCM tech investments. Experienced in all industries, Nirva has specialisms in the Insurance, Healthcare, Finance and Utility sectors.
Nirva provides high-level communications consultancy, and its consultants are able to carry out any or all phases of a project, including project planning, solution design, migration, implementation, training and mentoring of staff. Find out more at nirvauk.com