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RRD Ranks #31 on InformationWeek 500 List PDF
RRD's new Alliance with HP for Digital Printing PDF- TransPromo Summit 2009
- 2009 Tax Compliance Update Webinars
- Technology News Release
IPS 3 News Release DOC- American Printer Article
- TransPromo Documents Webinar
- Inside Consumer-Directed Care article
- BCS Statement Solution published by PODi 2007
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PROBLEM: One of the nation's oldest utilities had more than two million customers, a reputation for customer service, and a printing/insertion center that produced about 70,000 billing communications a day. When their parent company was required to move their headquarters, they had to choose between moving to a new facility or outsource the billing communications print operations. A cost analysis revealed the efficiency and savings associated with outsourcing this non-core business function. They looked for a partner who could:
RR Donnelley Business Communication Services (BCS)'s solution directly met the utility's business objectives... providing high-volume output as well as smaller volume solution, seamless transitive of content from the client to BCS facilities, impeccable quality control, peace of mind, and overall improved results for their billing communications. Working with BCS meant little risk for the utility. BCS' record working with other companies in similar situations proved we could flawlessly manage complex development and production processes. Within 60 days the implementation was complete, with a nearby facility running all the work, under one roof. However, a second facility was used to establish a mirror of the production solution providing a disaster recovery plan that reduces risk. RETURN ON INVESTMENT: After choosing to outsource the billing communications, the company was able to sell its equipment, downsize the production staff, eliminate software licenses, and convert fixed costs to variable costs. This amounted to millions of dollars in savings. They were able to focus on customer satisfaction and reduce costs in key operational areas; and they leveraged data and imaging technology to create higher quality, friendlier bills, while freeing up non-core business resources devoted to printing, inserting and mailing. The utility maintains complete control over its document creation process while leveraging BCS' production environment to process and mail their new, more user-friendly statements, notices, letters and more. They successfully reduced over 95% of their statements from two pages to one, resulting in cost savings of seven million sheets of paper per year and a reduction in printing and mailing costs of around $300,000. In addition, the call center received fewer calls with questions or complaints for an estimated savings of several thousand dollars. The utility has won the Utility Planning Network's (UPN) award for "Best Utility CRM Initiative", and also rated significant improvement in customer satisfaction levels in a study from JD Powers' 2006 Electric Utility Customer Satisfaction Study. BCS delivers the vital client communications of America's Business. If it is vital, you can trust it to us. |
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