PROBLEM:
A major healthcare provider and long-time RR Donnelley customer has established a strong positive reputation and results in all areas of commercial premium billing. This Provider was outsourcing premium invoicing and print & mail production processing to a single vendor, but was dissatisfied with their performance. They put the project out for RFP with the following requirements:
- Layout of the invoices
- Ability to use premium billing electronic and file format - as exists
- Accommodation of multiple billing cycles that run multiple days each monthly based on a set schedule
- Flexibility to change billing cycle dates, adding and deleting cycles as necessary
- Ability to enhance/change invoice format as business need and market demands arise
- Receipt of electronic invoice production as individual invoice PDF files, indexed accordingly
- Printing and mailing of designated billing cycles
- Placement of an OCR (Optical Character Recognition) line encrypted on each invoice's summary page - at bottom on stub portion of bill
- Utilization of an inventory control, quality control, and financial reconciliation process to ensure accuracy of each billing cycle for vendor
- Turnaround time of 48-hours beginning with receipt of billing file
- Transition to be seamless to customers
Provider wanted to partner with a vendor capable of handling all components together. They also desired for vendor to provide both printed and electronic delivery of invoices.
SOLUTION:
BCS' solution includes local production at one of our nationwide facilities located within 30 minutes of Provider. We implemented our PIVOTSM Solution Model (end-to-end data composition solution for multi-channel delivery) ... which maximizes document effectiveness through strategy, design and measurement. Our output solution includes cut-sheet technology using multiple litho stocks for print production as well as generation of a PDF for all records received. (Some clients of Provider use their self-service web portal and view their invoice online instead of printed and mailed.) Utilizing our message management tool (PIVOT MessageDocs), we set up and allow Provider to manage their own message content and rules. Additionally, automated production reports are provided in real-time.
RETURN ON INVESTMENT:
The BCS solution satisfies Provider business goals including the following:
- Reduced cost associated with internal print and mail operations ... with both print & eDelivery efficiencies and access to greater postal mailing discounts
- Improved service to customers ... offering them the power to Pivot between Print and eDelivery
- Redesigned invoices ... resulting in easier to read and understand customer documents
- Retained and improved on strong quality and business controls that Provider currently exercises … with flexibility and control through MessageDocs and efficient management of changes
- Improve the speed to process ... by reducing mail-handling time
- Automated production reports in real time ... where previously Provider waiting weeks for reports
Healthcare Provider has realized success of the new production process resulting in customer satisfaction and cost reduction. Plus, process improvement initiatives continue to provide further benefits in the future.
PROBLEM:
This managed care company operates a very large PPO organization within the U.S. and Puerto Rico. They have additional services including claims administration, pharmacy benefit management, and utilization review services for insurance and government programs.
The company was utilizing a local vendor to fulfill their insurance member welcome packages with ID cards. The vendor, a single fulfillment center, offered a manual process to print and fulfill the kits. Hand matching and fulfillment of multiple versions of pre-printed letters and cards, and kitting with 100s of inventoried components was cumbersome and slow. Inventory and fulfillment tracking were all manual. Concerns included the following:
- Kitting Quality: kits were often sent out with the wrong components
- Inaccurate Reporting: because the tracking and reporting of inventory was completely manual, the information was inconsistent and inaccurate causing inventory outages and rush orders
- Fulfillment Turnaround Time: averaging 7 to 10 days, they wanted 4 day with strict tracking tools
- Growth: in the future, they would outgrow their existing vendor capacity and IS capabilities
SOLUTION:
Within RR Donnelley Business Communication Services (BCS) centers we combine our kit fulfillment services, our variable digital printing capabilities, and our e-commerce services. This provides a single source solution that meets and exceeds the customer's needs:
- We provide Digital Asset Management of the 170 different graphics including logos and legal content, 80 different electronic letter templates, and 18 print versions of cards. This makes it possible to print all the various letters using one letterhead version and one envelope.
- We manage 350 inventoried items that make up over 200 possible kit combinations. Inventory is effectively managed through CustomPoint™. The customer has access to item usage/inventory 24/7.
- A number of steps have been established ensuring accurate assembly: Order is placed for all stocked kit components and updated in CustomPoint™. Components are pulled from stock and placed on a staging table. Simultaneously, variable printed letters carrying the members ID cards are produced and delivered to the staging table. Imaged at the bottom of the letter are all of the components that are to be kitted with the letter - from which the kitting operator picks the components as listed.
- To track fulfillment turnaround, BCS has implemented a 3-stage scanning procedure for all outgoing mail. All package requests are scanned and tracked when received, in process, and mailed. A report is generated for each batch of kits and sent to the customer, also allowing tracking of turnaround times.
RETURN ON INVESTMENT:
BCS fulfills welcome packages with member ID cards for over 60 clients of this company. Benefits include:
- Improved Inventory Management: Customer now has access to accurate inventory information, which has reduced outages and rush orders.
- Improved Turnaround Times: Customer now receives turnaround timeframes of 4 days or better. Often, packages are fulfilled the same day.
- Improved Fulfillment Accuracy: Accuracy of the kit components has dramatically improved, reducing customer service calls and dissatisfied recipients.
- Growth Potential: Customer continues to add more clients to their fulfillment program. BCS has proven its IS flexibility and competence by successfully working through many challenging program revisions while meeting the increasingly complex kit combinations requirements.
BCS' single source solution has provided the customer with reduced total costs of communications along with increased customer satisfaction.
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