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Service Industry
PROBLEM:This sanitary services company provides solid waste collection for residential, industrial, municipal and commercial customers in 48 states, the District of Columbia, Canada and Puerto Rico. With nearly 26,000 collection and transfer vehicles, they collect over 80 million tons of solid waste each year from more than 20 million customers. The company was using three different vendors to print, image, and mail 12 different invoice designs. Ultimately, they wanted one invoice design and one supplier to do it all. This was the only way to go since they wanted to convert to a new billing platform as well. They also wanted to be able to:
RR Donnelley Business Communication Services (BCS) requested three days to conduct a full needs assessment with this potential customer to uncover all details about the current process. The team was able to identify areas for improvement as well as tailor solutions to meet all of their needs. BCS was the only company capable of managing all of the business. We helped the company consolidate the invoice designs from 12 to one. We also committed to mail all invoices the day after their billing files were sent to BCS. Mailing out of three different facilities reduces delivery time by the United States Postal Service. The entire invoicing system is fully automated through PIVOTSM - our multi-channel data delivery solution for business communications - allowing our customer's districts to view on-line proofs of their invoices. BCS utilizes PIVOT's eNotify, ePresent, and eArchive solutions. One hour after they send their file to us, PDF proofs are generated and placed on the web site. E-mails are automatically generated and sent to the appropriate personnel telling them their proofs are available for viewing. After approval is received, the job is automatically submitted for processing. Splitting their customer base into three areas by zip code determined which facility would produce the invoice. Between 3-4 million invoices are printed monthly out of three of our nationwide facilities. After the file is processed, tapes are cut at the same facility where they are printed. Invoices are archived when requested and available electronically via a full fidelity PDF ensuring that they look exactly like the printed invoice. These are accessed by their Customer Service Representatives when clients call with questions about an invoice. RETURN ON INVESTMENT: Significant savings were achieved through using one invoice design, reducing DSO, attaining maximum postage discounts, fully automating the invoicing system, and getting faster entry of mail into mail stream. The company also benefited from receiving the ability to monitor invoices, Internet uptime and change management, and receiving detailed reporting on results around the service level agreement. At one year after implementation, 99.5% of the customer's invoices were mailed the day after we received the file. We have also loaded well over 10,000,000 invoices to the Internet. Total cost savings made a huge impact, plus - they now have access to reporting metrics detailing our performance. Legal Insurance Industry
PROBLEM:This New York Stock Exchange Company has served as an insurance provider for legal service plans to North Americans for over 30 years. Individuals, families, and businesses can save substantial costs associated with the assistance of an attorney by paying a monthly fee for the services of an assigned law office. A carefully screened and selected Provider Law Firm serves members. Services are provided to 1.5 million consumers, and new kits must be sent out to new members at an average of over 30,000 per month. There are three types of complex, personalized, membership kit booklets: English, Spanish, and Business versions. Each booklet consists of 300 different components, many of which are unique to the member. The pieces vary in degree of complexity and include magnets, decals, and personalized business reply envelopes. Since each kit contains thirty-eight pages of individualized information, the customer needed a solution provider that could fulfill kit orders with efficiency and accuracy, in a timely manner, and cost effectively. SOLUTION: RR Donnelley Business Communication Services (BCS) has experience providing these types of Dynamic Documents. BCS was asked to:
RETURN ON INVESTMENT: BCS processes all kit orders within 36 hours of receiving the data from the customer. Accuracy is ensured because the personalized pieces are double checked via the barcode. Monthly billing is correct and timely as sales and the project manager work together make certain the price breaks are exact. Our unique solution actually reduces the pre-printing and hand collating by using our dynamic document solution (kit in booklet form) to electronically kit specific pieces and information. Response to the new membership kit has been positive. What could be a complex and confusing kit is now a user-friendly document. 
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