Templates Development for the Largest Utility Company In Australia

Rolled out the new bills production to add digital distribution capabilities to enhance Customer Communication Experience with Quadient® Inspire

Project Background

The customer communication management CCM Project for the largest utility company in Australia seeks to start the strategic disaggregation of their current system Grange through the implementation of a new Quadient Inspire CCM System which ultimately will transfer business functions out of Grange and into the Quadient Inspire new solution.

The Client

The client is into supply water, wastewater and drainage services to Western Australian homes, businesses and farms, as well as providing bulk water to farms for irrigation to services, projects and activities span 2.6 million square kilometres. The client operates 112 wastewater treatment plants and approximately 80% of the wastewater collected and treated throughout the state.

The Challenge

The client had several existing mechanisms for the production and distribution of paper and electronic customer communications.  However, the current approach to bill and correspondence production and distribution for water usage has become unsustainable due to increasing costs, inflexible support arrangements and the inability to provide customers with the type of communications formats and delivery channels they have come to expect from modern organisations especially as digital adoption grows.

With the changing customer needs the client realised that there was a need to improve the end-customers experience and enabling digital means or bills distribution.

The Quadient® Inspire – For efficiency and Enhanced Customer Experience

The Quadient Inspire CCM Solution will enable the company to design, produce and manage personalised bills and letter correspondence, incorporate marketing notifications, and deliver these items through a range of delivery by empowering them to use new digital channels on one hand while retaining the traditional ways intact on the other hand.

The communication templates involved bill templates, email templates, BuilderNet templates, conveyancing templates, manual letters, automated letters, interactive tickets and interactive documents.

Complex Personalised Communication

Quadient proposed solution, based upon its industry leading Inspire Customer Communication Management technology stack was selected by the client. The platform helped the client to maintain highly configurable omnichannel communication content. The platform enabled the configuration of complex business logic to create personalised communications from a data payload; and

Generate print and electronic communications for distribution via multiple channels.

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

Empowering Business Users with Inspire Interactive

Quadient Inspire Interactive empowered business users to have control over the tickets and templates to make necessary changes on need basis to communicate with the customers with the right messages. The client’s customer communications team to review the output in every format 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


Total of more than 80 communication templates were developed including monthly bills including water usage graphs, Water Use and Service Charge Account, Sewer Volume Account, Manual and Automated Letters, etc. The template development project was delivered in a total tenure of 7 months. DBP assisted delivery of the project along with Quadient Australia.

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 https://dbppl.com 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 quadient.com/connections.

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