Global commerce built for resilience and fast time-to-value
Quadient scales global commerce with speed, efficiency, and confidence.
reduction in cost per order
increase in average order value
points in Net Promoter Score (customer satisfaction)
“We’re now much better integrated on the backend. Before integrating Intershop, pricing data was sometimes misaligned, which led to potential issues.”
Challenge: Inflexible and fragmented
e-commerce infrastructure
Prior to adopting the Intershop Commerce Platform, Quadient operated multiple independently developed e-commerce solutions across 14 countries. While this decentralized approach supported regional autonomy, it also introduced complexity, limited scalability, and led to varied customer experiences.
The challenge was clear:
- Inconsistent user experiences across regions
- Misalignment between front-end and back-end data
- Maintenance complexity and high operational cost
- Need for better brand consistency and UI/UX refinement
“Our previous systems were locally developed and not designed for global deployment. They worked for a while, but over time they became hard to maintain, inconsistent across regions, and didn’t scale well, leading to inefficiencies and a less-than-ideal customer experience,” says Antoine Pasquier-Desvignes, Global Head of Web Marketing at Quadient.
Solution: A composable global B2B commerce platform built for scale and speed
To address these challenges, Quadient launched a global transformation program to unify its digital commerce into one single, standardized enterprise platform using Intershop’s composable B2B commerce platform. This modular approach allowed the company to unify operations, accelerate time-to-market, and reduce cost-to-serve without sacrificing local flexibility.
Quadient is now able to:
- Centralize e-commerce management across all regions
- Ensure consistent user experience and branding worldwide
- Seamlessly integrate with key enterprise systems (Salesforce, Oracle, SAP)
- Enable personalized, self-service shopping for customers with real-time access to pricing, credit lines, and order history
- Drastically reduce the cost of managing digital commerce
With Intershop, Quadient can now launch features once and scale globally, while still adapting workflows and content to local markets.
Results: Greater efficiency, consistency, and business impact
The implementation of Intershop delivered significant qualitative and operational benefits across Quadient’s global organization. The positive results are many, and their impact can be seen in the following areas.
Consistent global customer experience
By replacing a patchwork of country-specific systems with a unified platform, Quadient achieved a standardized customer experience worldwide – while still accommodating local business rules and regulations.
“The user interface and the user experience are always the same, with differences only in local business rules.” – Antoine Pasquier-Desvignes
This reflects a consistent and professional digital presence that boosts trust, simplifies training, and supports brand recognition and global growth.
Greater backend integration
The company gained greater backend integration, resolving previous issues such as inconsistent pricing and order processing.
“We’re now much better integrated on the backend. Before integrating Intershop, pricing data was sometimes misaligned, which led to potential issues.” – Antoine Pasquier-Desvignes
Real-time syncing with ERP and CRM systems enables more accurate, personalized, and timely service across the nine countries so far.
Lean operations at scale
Internally, the new platform empowered a small digital operations team to manage all e-commerce sites globally. This shift not only increased operational efficiency but also enabled speed-to-market, with faster, more scalable feature rollouts.
“Now we are a three-people core marketing team managing all the online shops for all the countries. That’s quite efficient.” – Antoine Pasquier-Desvignes
This is a clear example of Intershop’s promise: scalable commerce with minimal overhead.
Increased business impact
Customers now enjoy a modern, customer self-service portal tailored to their unique pricing, credit lines, and purchase history, aligning with evolving expectations for digital autonomy.
One standout result came from Switzerland: improved backend integration and pricing accuracy led to a 10–15% increase in average order value, a clear sign of enhanced user experience translating into direct business growth.
Future outlook: Scaling a digitalfirst strategy with Intershop
Looking ahead, Quadient is advancing its digital-first strategy, placing online channels at the heart of customer engagement, acquisition, and retention. The company’s goal is to enable customers – particularly its large base of small businesses – to manage their entire relationship with Quadient online, from onboarding and purchasing to renewals and support.
This shift is driven by the need to deliver a more seamless, intuitive, and self-service customer journey, empowering customers to interact with Quadient more efficiently and on their own terms. Antoine notes that “some customers now only want contact when needed – they want to be on their own.”
Intershop’s flexible and composable platform supports this vision – allowing Quadient to continuously evolve, adapt to changing buyer behavior, and launch new offerings faster.
Whether it’s enabling fully digital product acquisitions, supporting complex credit and payment structures, or managing renewals across markets, Intershop’s unified platform allows Quadient to think globally and deploy locally.
“When we develop a feature, it’s available for everyone. We try to think globally and deploy where needed”, Antoine explains. This approach increases speedto-market, reduces technical debt, and strengthens Quadient’s competitive edge in a digital-first economy.
About Quadient
Quadient is a global technology leader that provides business process automation solutions to help organizations simplify complex operations, with a strong focus on financial workflows and customer-facing processes.
With operations in 26 countries and significant revenue from North America and Europe, Quadient serves over 350,000 customers globally across finance, healthcare, government, retail and service sectors. Their AI-powered intelligent platform enables secure, efficient, and personalized interactions, targeting organizations of all sizes seeking to accelerate digital transformation, drive operational efficiency, and unlock new growth opportunities.
Less complexity, more impact: Quadient’s journey to unified commerce
How Quadient cut complexity, boosted NPS by 30 points, and grew order value by 15%—with a small team.
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