QUADIENT - 2019 Universal Registration Document

CORPORATE OVERVIEW Activities

1.1.1

CUSTOMER EXPERIENCE MANAGEMENT

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For enterprises who must compete by creating exceptional customer experiences, Quadient provides omnichannel software solutions and expertise that deliver compliant and meaningful customer interactions. Quadient aims to leverage its Customer Communications Management (CCM) solution – in an industry in which it holds a firm leading market position both in size and reputation – to bring customer experience to the next level. These solutions enable companies to design, coordinate and harmonize all of their customer communications across various departments (sales, marketing, accounting, etc.), while adapting to each department’s specific needs. The "Quadient Inspire" software suite facilitates the creation and management of transactional and marketing communication documents regardless of the medium and the channel used (physical mail, e-mail, fax, text messages, websites, social networks, etc.) and manages omnichannel delivery for transactional and promotional communications. The roadmap Quadient has for the Customer Experience Management solution is based on three pillars: expand into new vertical markets: from its print service ● providers client base, Quadient has successfully gained customers in the financial services, insurance and healthcare industries and now target customers in new verticals i.e. telcos, utilities and governments; continue to add cloud-based services to complement ● on-premise software offerings; The digitalization of business processes is at the heart of many organizations’ cost optimization programs, and is key to driving a better experience for customers and employees. Moreover, regulation is increasingly favoring the switch to digital processes. As a result, the Quadient Business Process Automation solutions, particularly in the field of invoicing flows (accounts receivable/accounts payable), is a new strategic priority. Business Process Automated Solutions are adapted to the requirements of small and medium sized enterprises and are marketed and delivered as either an on-premise or a SaaS offering (Software as a Service) via the Cloud. Quadient also has a network of partners to deliver specific solutions such as hybrid mail solutions. Quadient will continue to expand its offering by adding new functionalities including order management and purchasing . 1.1.2

extend its Customer Communication Management ● offering to Customer Experience Management, building on its expertise in document-based customer centric communications and interactions.

Market

Customer Communication Management market is a slightly growing niche market which size is estimated around 1 billion U.S. dollars in revenue. Customer Experience Management market is estimated around 3 billion U.S. dollars in sales. Competition is fragmented however Quadient has been consistently recognized as a leader in customer communications management by customers and analyst firms such as Gartner, Forrester, IDC and Aspire.

Customers

Customers leveraging Customer Experience Management solutions are primarily large accounts in vertical markets such as banks or insurance companies and print service providers. In 2019, Quadient also started to develop into new vertical markets, notably in utilities, telcos and government.

BUSINESS PROCESS AUTOMATION

Market

The market for business processes is estimated at approximately 3 billion U.S. dollars in sales. The portion of the market targeted by Quadient is estimated to be around 1 billion U.S. dollars in sales (1) , with an anticipated average annual growth rate of 15 % between 2019 and 2024.

Customers

Target customers for Quadient Business Process Automation solutions are primarily within the higher range of small and medium-sized enterprises.

(1)

Quadient estimates.

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UNIVERSAL REGISTRATION DOCUMENT 2019