The networking programme brings together skills and expertise from Quadient’s own experts combined with best practice and case studies from its worldwide customer base.
Opus Trust CEO Tony Strong described Digital Now as “a cohort of super-users in the CX space”.
“Being part of Digital Now will involve training and support for people in the business, as well as bringing in skills and experiences from all around the world,” he said.
Strong said the network allowed non-competing peers to share best practice.
“It’s supporting what we’re experiencing, with more and more clients moving a percentage of their communications to digital channels, to either enhance mail or do something different,” he added.
“The public – me and you – decide how we want to be communicated to. I might view something on my phone, but want other communications sent to me as physical documents.”
Stephen Dearing, vice president for CXM at Quadient UK and Ireland, said he was “extremely proud” to welcome Opus Trust as the first UK company to become part of the programme.
“As we have had a previous working relationship with Opus Trust, we already knew that the company shares our ethos in striving to achieve customer experience excellence. We understood that our innovative Digital Now programme would be a major catalyst in helping Opus Trust realise the full potential of its digital service capabilities,” he said.
Chris Green, head of group solutions at Opus Trust, added: “The obvious synergies between our omni-channel communications services and this initiative, will enable us to offer enhanced customer engagement of the highest quality and reduce our clients’ operational costs, by identifying and removing friction within their customer journey.”
Strong said that volumes at the circa-£42m turnover Leicester-headquartered group had been largely unaffected by the Covid-19 situation due to its work mix.
“We’re cash healthy with no debt, and have been very prudent so we’ve come through it fairly well. The ops team have done an amazing job with a belt and braces approach. Our office-based staff are likely to continue working from home until the end of the year as the most important thing is that we protect manufacturing,” he noted.
Strong also said that the business, which has around 225 employees, had been able to talent-spot some new recruits due to restructuring at other firms.
Further investment and M&A activity is also on the cards at the business, which acquired Critiqom at the end of last year. Critiqom’s small site in Warrington has been closed, with work absorbed into Opus Trust’s Glasgow and Leicester operations.
