Competence detail
Customer Communications Management (CCM) is business-critical infrastructure – every invoice, every policy, every notice is a brand touchpoint and, at the same time, a regulatory record. As a certified Quadient Experience Partner we modernise your customer communications from the legacy silo (Papyrus, DOPiX) to a scalable omnichannel platform built on Quadient Inspire. We unify template design, data enrichment, interaction, batch production and omnichannel output – print, PDF, HTML, e-mail, mobile and portal – within a single consistent architecture. Accessibility to WCAG 2.1 and PDF/UA is not an add-on but an integral part of every migration wave – aligned with BITV 2.0 and the European Accessibility Act (EAA). All our consultants are Inspire Expert Certified and deliver end-to-end, from discovery, design and migration through to hypercare operations and managed services. In this way we shorten your time-to-market for new customer communications and materially reduce the total cost of ownership of your document platform.
Overview
Quadient Inspire is the world's leading CCM platform for regulated industries. It unifies template design, data enrichment, interaction and multichannel output in a single architecture – on-premise, hybrid or as a cloud service.
Legacy systems such as Papyrus or DOPiX are reaching their limits: proprietary formats, growing maintenance costs, missing cloud capability and complex accessibility requirements are blocking innovation. Inspire delivers the technical and organisational leap forward.
Vetrexa guides you with a proven migration methodology – from inventory analysis through template migration to hypercare operation. We combine domain expertise in banking, insurance and financial services with deep Inspire certification.
Regulatory context sets the pace: in Germany BITV 2.0 obliges public bodies to make digital offerings accessible in line with WCAG 2.1 AA – documents and PDF output explicitly included. At EU level the European Accessibility Act (EAA) extends the obligation from 28 June 2025 to private providers of core services such as banking, payments, e-commerce, e-books and consumer devices. WCAG 2.2 (W3C Recommendation, October 2023) adds new success criteria – amongst them Focus Not Obscured, Dragging Movements and Target Size (Minimum) – which also apply to interactive document production. For PDF output PDF/UA-1 (ISO 14289-1) is the de-facto standard: tagged structures, semantic roles, alternative text and explicit language attributes make policies, invoices and notifications screen-reader-ready. Vetrexa integrates BITV 2.0, EAA, WCAG 2.1/2.2 and PDF/UA-1 as a consistent assurance and governance set – from template definition through editorial workflow to regression testing in the CI/CD pipeline. That turns regulatory obligation into competitive advantage and minimises the risk of complaints under the BFSG or EU consumer protection rules.
Officially certified – with a direct line to the vendor and access to the latest releases and roadmaps.
All consultants certified for Designer, Content Manager, Scaler and Interactive (v17.0).
Accessibility is not an add-on but an integral part of our migration methodology.
What we deliver
Six core services across the full output-management lifecycle – from analysis to accessible multichannel rollout.
01
Inventory, clustering and prioritisation of your communications portfolio – the basis for every credible migration strategy. We catalogue legacy templates from Papyrus and DOPiX, classify by business area, channel and regulatory relevance, and derive migration waves and effort estimates. Automated reports surface duplicates, variants and modernisation opportunities.
02
Structured migration of legacy templates into Inspire designs including QA, test automation and formal business sign-off. We map business logic, formatting rules and dynamic content 1:1 via the WFD workflow and modernise where it makes commercial sense. Governance Approvals secure traceability across the full lifecycle.
03
Template development in Inspire Designer, data modelling to business requirements and high-throughput batch production with Scaler for mass communications covering millions of recipients per night. We optimise job definitions, load distribution and resource utilisation for reliable SLA delivery, even in peak windows.
04
Cloud-based interactive customer communications for advisers, contact centres and self-service portals built on Inspire Interactive and Flex Cloud SaaS. Using Interactive JavaScript, case workers tailor documents by rules without breaching corporate identity. Seamless HubSpot integration and CRM connectivity enable personalised journeys.
05
Automated deployment, versioning and PowerShell-based pipelines for enterprise operations – with a Git-backed template repository, automated regression tests and controlled change approvals. Governance Approvals can be represented as pull-request reviews and fed into the change-management audit log.
06
Tagged PDFs (PDF/UA-1), semantic structures and automated checks against WCAG 2.1 AA plus the new success criteria introduced by WCAG 2.2. We embed accessibility checks directly into the CI/CD pipeline and support your editorial teams with Content Author training for sustainably compliant content.
Our approach
Clear phases, defined outcomes, verifiable milestones – from discovery through to hypercare.
Inventory and process analysis, template categorisation, target architecture, business case and roadmap.
Template standards, data model, CI/CD blueprint, WCAG concept, governance and role model.
Wave-based migration, automated QA, business sign-off, channel-specific go-live.
Stabilisation, performance tuning, knowledge transfer and continuous improvement.
Accessibility & regulation
The key frameworks that shape your CCM strategy – explained concisely.
Standard
The Web Content Accessibility Guidelines by the W3C define three conformance levels: Level A as the baseline, Level AA as the market standard and Level AAA as the highest bar. Level AA is treated as the minimum requirement for public bodies and is the reference for BITV 2.0 and the EAA. WCAG 2.2 (W3C Recommendation, October 2023) adds nine new success criteria – amongst them Focus Not Obscured, Target Size (Minimum) and Dragging Movements – particularly relevant to interactive PDF forms and portal output. We automate testing and complement it with manual screen-reader passes using NVDA and JAWS.
EU law
Directive (EU) 2019/882 obliges private providers of core services to make them accessible from 28 June 2025 – banking, payments, e-commerce, ticketing, e-books and consumer devices are within scope. In Germany the Barrierefreiheitsstärkungsgesetz (BFSG) transposes the EAA into national law. For CCM this means account statements, terms-and-conditions updates, contracts, invoices and digital customer correspondence must be produced accessibly – with the prospect of fines and remediation orders from the market-surveillance authorities.
ISO standard
PDF/UA-1 (ISO 14289-1) is the de-facto standard for accessible PDF documents. It requires a complete tag tree, semantically correct roles (H1, P, Table, List, Figure), alternative text and explicit language attributes. Inspire Designer produces PDF/UA-conformant output natively; we configure structural templates, tag rules and reference validators (PAC 2024, veraPDF) directly in the test automation – for reproducible results across thousands of templates.
Project experience
Selected references from banking, insurance and financial services – without naming clients.
Banking
Replacement of Papyrus and DOPiX with Quadient Inspire. Agile project management, cross-functional team, go-live and hypercare.
Quadient Inspire · Jira · Confluence · ServiceNow · Scrum · Kanban
Insurance
Modernisation of policy-related and claims-related communications – multichannel output, WCAG-compliant PDFs, integrated print and digital dispatch.
Inspire Designer · Scaler · Interactive · WCAG 2.1 · SAFe
Insurance
Design of end-to-end auditable policy correspondence in line with DORA (Digital Operational Resilience Act). Full traceability from data source through template version to dispatch, tamper-evident retention and machine-readable audit logs for the supervisory authorities.
Inspire Flex · Scaler · PDF/UA-1 · Audit trail · DORA
Financial services
Central control of supervisory-relevant customer letters – traceable approvals, audit trail and automated checking.
Inspire Flex · Content Manager · PowerShell · CI/CD · Jira/XRay
Public sector
Modernisation of notices, forms and citizen correspondence for a public-sector body – strictly aligned with BITV 2.0 and WCAG 2.1 AA. PDF/UA-1 output, multilingual templates and automated screen-reader checks embedded in the CI/CD pipeline.
Inspire Designer · Content Manager · PDF/UA · BITV 2.0 · veraPDF
Retail / eCommerce
Order confirmations, invoices and service communications across e-mail, PDF, portal and push – consistent across brands and countries. HubSpot integration for personalised journeys and Flex Cloud SaaS for elastic scaling during peak windows.
Inspire Flex · Interactive · HubSpot · EAA · Multi-Tenancy
Toolset & frameworks
We combine the vendor platform with open standards and established enterprise tooling.
Related competences
Modern output management delivers its full value when combined with clear strategy, professional PMO and strong partnerships.
Competence
CCM strategy, target vision and business case for digital customer communications.
Competence
Programme and rollout governance for complex migration projects.
Partner
Vetrexa as a Quadient Experience Partner – certifications, roadmap access and close vendor collaboration.
Migration best practices
Four principles that separate a painful legacy replacement from a predictable one.
1. Legacy analysis and inventory. Every migration starts with a full inventory of the legacy landscape. We parse Papyrus objects (PDL, PDT, meta files) and DOPiX resources (COR, GDF), extract business rules, data sources and channels and present them in a structured catalogue. In doing so we identify dead templates, variants with unclear ownership and regulatory edge cases. The output is a defensible inventory with an effort estimate per template cluster – the basis for the business case and the migration roadmap.
2. Template categorisation and modernisation. Not every legacy template deserves a 1:1 migration. We categorise by frequency (high-volume vs. long-tail), business character (transactional, marketing, regulatory) and technical complexity. High-volume templates such as invoices, statements and policies are migrated with high fidelity and identical output; long-tail candidates are consolidated or transferred into a central content-block catalogue. In our experience the number of active templates falls by 30–50 % without losing business coverage.
3. Batch regression testing with reference PDFs. The core of every migration wave is an automated regression test: legacy and Inspire output are produced from the same input data, compared page-by-page at pixel level and any deviations are logged in a structured way. We work with reference PDF sets per business area (typically 200–500 test cases per template family), integrate the check into the CI/CD pipeline and deliver auditable diff reports for business sign-off. Regulatory templates additionally receive a textual comparison to rule out semantic changes.
4. Cutover strategy and coexistence. Big-bang cutovers are rarely realistic for CCM landscapes with thousands of templates. We opt for wave-based migration with a coexistence phase in which legacy and Inspire run in parallel. A routing layer decides per template and channel which engine produces the output; this enables selective rollback and minimises risk to production and to customer correspondence. For the final cutover we define freeze windows, emergency rollback procedures and communication plans for IT, business and compliance.
FAQ
Answers to the seven most-asked questions about output management with Quadient Inspire.
Quadient Inspire offers a modern, cross-platform CCM architecture with central template management, native multichannel output (print, PDF, HTML, e-mail, mobile) and open interfaces for CI/CD and cloud operation. Compared with Papyrus, proprietary silos disappear, maintenance costs fall and time-to-market for new communications is significantly reduced.
All Vetrexa consultants are officially certified by Quadient (Inspire Designer, Content Manager, Scaler and Interactive, v17.0). The certification is renewed annually and confirms practice-relevant expertise in template design, automation, interaction and scaling – a prerequisite for stable, maintainable CCM solutions.
Depending on the template portfolio and integration depth, we plan for six to eighteen months. A structured discovery sprint delivers a robust roadmap within four to six weeks, including migration waves, effort estimate and risk profile.
We build accessibility in from the outset: tagged PDFs, semantic structures, contrast-compliant layouts and automated checks against WCAG 2.1 AA. We also perform screen-reader tests and support your editorial teams with content guidelines that keep documents compliant over time.
In practice EAA compliance for PDFs means PDF/UA-1 (ISO 14289-1) with a complete tag tree, semantically correct roles, alternative text and explicit language attributes. Inspire Designer produces tagged output natively; we configure structural templates, integrate validators such as PAC 2024 and veraPDF into the CI/CD pipeline and add screen-reader tests. For evidence we document conformity statements per template version – auditable and version-stable, so the market-surveillance authority can review them at any time.
For estates of more than ten thousand templates, a sequential manual migration is not economically viable. We use a toolchain approach: automated legacy parsers, rule-based converters for 70–80 % of cases, systematic consolidation of variants and central content blocks for recurring passages. The remainder is migrated manually against a standardised pattern. In practice the effort per template halves compared with classical hand-crafting, without any loss of business quality.
Reliable figures require a discovery sprint – as an order of magnitude: a mid-sized CCM project with 500–1,500 templates, Papyrus replacement and multichannel rollout typically sits between EUR 800,000 and EUR 2.5 million over 12–18 months. Cost drivers are template diversity, data-source complexity, regulatory demands (EAA, DORA, BITV) and the operating model (on-premise vs. Flex Cloud SaaS). The business case usually pays back within 24–36 months through lower maintenance and operations costs plus time-to-market gains.
Certifications 2026
Our consultants are continuously re-certified – a snapshot of the current Quadient Inspire training 2026:
Speak to our Inspire-certified consultants about your starting position – we deliver a robust migration path within a few weeks.
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