Quadient, a multinational leader in customer communication and logistics solutions, faced challenges with disjointed and siloed social media operations. After switching from Hootsuite to Agorapulse, Quadient was able to centralize workflows, streamline collaboration, and empower teams—all while maintaining brand consistency. This shift let Quadient move from fragmented management to a unified strategy. This transformed their social media efforts into a coordinated, strategic operation.
About Quadient
Quadient is a global technology leader based in France, specializing in customer communication management, parcel solutions, and business process automation. The company serves more than 440,000 clients worldwide and operates in 29 countries. Quadient helps businesses enhance customer experiences and operational efficiency.
The Challenge
Managing social media across a global enterprise posed significant challenges for Quadient. Its teams were siloed by region and product line. That led to disjointed efforts and inconsistencies in messaging.
Quadient’s global content manager, Sophie, was tasked with overseeing this complex landscape to ensure compliance and cohesive brand representation.
But Quadient’s existing tool, Hootsuite, has limited scalability due to high costs and constrained user access, which makes unifying teams and optimizing their approach difficult. The reporting feature, while robust, did not offer the customization Sophie needed to track essential KPIs efficiently.
The Journey to Agorapulse
Realizing they needed a better solution, Sophie and Matt, from Marketing Operations, evaluated alternatives. They sought a platform that could centralize social media activities, improve team access, and reduce costs. Agorapulse stood out for its comprehensive publishing features, streamlined management, and affordability.
With a tight timeline driven by Hootsuite’s impending contract renewal, Quadient swiftly switched to Agorapulse, supported by responsive onboarding assistance.
Agorapulse’s Role: The Transformation
Agorapulse became (and is!) the linchpin for Quadient’s social media transformation. Key benefits include:
Centralized platform
Agorapulse unified Quadient’s social media efforts, enabling different stakeholders to work seamlessly within one tool and mitigating the risks associated with direct platform access.
Enhanced collaboration
The global calendar and approval workflows helped synchronize campaigns, preventing scheduling conflicts and maintaining message consistency.
Simplified onboarding and use
Sophie noted that new users adapted quickly to the platform, operating independently after minimal training. This adaptability fostered team productivity and streamlined operations.
Effective moderation
By onboarding customer service representatives, Quadient leveraged Agorapulse’s moderation tools to ensure timely and accurate responses, enhancing both the user experience and internal workflow.
The Impact: Unified Strategy and Improved Operations
The shift to Agorapulse unified Quadient’s social media management, transforming it from a patchwork of siloed efforts to a cohesive strategy.
With a centralized platform, Quadient saw:
Improved oversight
Matt highlighted the benefits of administrative controls that kept teams organized while managing separate solution lines.
Streamlined content publishing
Agorapulse’s publishing capabilities enabled consistent, well-timed content distribution across regions and product lines.
Increased productivity
The easy onboarding and intuitive interface helped new users integrate quickly, contributing to greater overall team efficiency.
Lessons Learned and Future Steps
Sophie acknowledged that while Agorapulse’s reporting could be more customizable, the advantages—centralization, user-friendliness, and collaborative tools—far outweighed this drawback. Exploring features like employee advocacy and social listening presents an opportunity for Quadient to extend their strategic use of the platform.
Customer advice
“Agorapulse is ideal for teams looking to centralize social media management and enhance collaboration,” Sophie recommends. “The intuitive platform and strong support make onboarding simple, and teams can start seeing value quickly.”
Conclusion
Quadient’s transition to Agorapulse marked a significant shift from fragmented, siloed efforts to a unified and efficient social media strategy. With Agorapulse, Quadient didn’t just manage social media—they mastered it, turning communication complexity into strategic clarity.
Want to see how Agorapulse can streamline your social media management efforts? Get your free trial now!
