Transformation of It’s Customer Communication Experience

A Multinational European Bank with regional headquarter in Singapore transforms its Customer Communication Experience for Private Banking Customers with Quadient® Inspire

Project Background 

A Multinational European Bank Headquartered in United Kingdom with its regional headquarter in Singapore chooses to implement Quadient Inspire platform to enhance experience of its private banking customers.

The Client

A Multinational European Bank Headquartered in United Kingdom with its regional headquarter in Singapore. The bank offers international banking services, working across some of the world’s most dynamic markets including Asia, Africa and the Middle East. The bank is the one of the oldest in continuous operation in Singapore. The bank is a Qualified Full Bank (QFB), being one of the first foreign bank to qualify for the licence. The bank incorporated in Singapore to handle Consumer Banking retail and SME banking business. It currently operates a network of 19 branches, 7 Priority Banking centres island-wide.

The Challenge 

With the changing customer needs the bank realised that there was a need to improve the end-customers experience with the bank, reduce the turnaround time in communication, reduce the efforts spend by the front office in managing the communications. Current process involves longer communications cycle leading to risks of delayed communication to the client and related actions thereof.

In absence of a robust CCM platform the bank had issues in maintaining the consistency in the branding because of many disparate templates.

The Quadient® Inspire – For Efficiency and Enhanced Customer Experience     

The client chose Quadient Inspire CCM platform to meet their business goals and serve their end-customers with the enhanced experience with the bank. The Quadient Inspire helped the bank in automating their manual administrative process.

The solution enabled the bank to create and deliver personalised correspondence, compliant customer communications across digital and traditional channels from one centralised hub. The platform also empowered the bank to access authoritative data to deliver personalised channel and device-agnostic messages across every stage of the customer lifecycle.

The platform also helped the bank to build a secured yet open customer communication ecosystem to leverage systems and assets across the entire private banking function – providing access to data, content and workflows for cross-functional customer communication initiatives.

Automating Administrative Processes

Quadient Inspire CCM Solution helped the bank send notifications directly to clients avoiding an extra layer of RMs avoiding any mistakes or ignorance in checking messages and/or emails of the clients. The solution eventually helped the bank in bridging the time gaps or delays in communication with the customers.

The simplified users experience of the solution also empowered the business users across the bank improved agility and management of customer communications and interactions, allowing non-technical business users to quickly and easily accomplish tasks to support customer communication strategies.

Synchronised Omni-channel Preview

Quadient Inspire’s synchronised omni-channel preview enabled the bank’s customer communications team to review the output in every format (mobile, tablet, web, etc.) for fast approvals and ensure brand consistency and compliance as well.

Technologies / Solutions Used

Quadient Inspire Designer, Inspire Content Manager (ICM), Inspire Scaler and Inspire Interactive, Unix


Total of more than 100 communication templates were developed including statements, letters, proposals etc. The template development project was delivered in a total tenure of 8 months. DBP assisted delivery of the project along with Quadient Singapore.

About DBP

Digital Business People Pte. Ltd. is a technology outsourcing firm helping brands and businesses’ digital transformation with a key focus on omni-channel customer experience and engagement management. Founded in 2018, the company is headquartered in Singapore and has its offshore development centres in India. DBP offers a wide spectrum of solutions that include Customer Communication Management (CCM), Web Content Management (WCMS), Campaign Management, BI & Analytics, Robotic Process Automation, CRM, Application Development and Managed Services, Cloud Deployment and Management Services amongst others. The company believes that both internal and external customers connect, through future ready technology solutions are a critical component of any business. DBP’s services and partnerships are centred around this philosophy. The company has strong partnerships with some leading global companies namely SAP, Quadient, Adobe, Intense Technologies, XpertDoc, Objectif Lune, Sisense, and Dimensional Insight amongst others. DBP has been listed amongst the Top 20 salesforce consultants in Singapore and is also a member of Singapore Fintech Association. Visit for more information.

About Quadient®

Quadient is the driving force behind the world’s most meaningful customer experiences. By focusing on four key solution areas including Customer Experience Management, Business Process Automation, Mail-Related Solutions, and Parcel Locker 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 belongs to the SBF 120 index.

For more information about Quadient, visit

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