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111 S. Wacker Drive
Chicago, IL 60606-4301
P: 1.888.831.9500 |
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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 were:
- 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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