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Automated Print and Mail Solution Optimizes Customer Service, Achieves $131K in Savings | Healthcare

Closeup shot of two unrecognizable people holding hands in comfort at home.

RRD helps hospice care provider eliminate inefficiencies, automate process of mailing 260K personalized bereavement letters

CHALLENGE

A leading home health company providing personalized hospice care faced operational inefficiencies with a customer service initiative. The company assigned 35 employees across more than 170 locations with the task of manually outputting, stuffing, addressing, stamping, and mailing personalized, location-specific bereavement letters and brochures — supporting individuals at the three-, six-, and 12-month stages of the grief process. 

With employees fulfilling 1,500 letters per location each year, the existing manual process drained valuable personnel hours, and left room for human error during a particularly sensitive time in the recipient’s life.

SOLUTION

As a longstanding partner, RRD was already producing the company’s brochures, envelopes, and templated letterhead. Due to their existing relationship, this client entrusted RRD to find an automated workflow to replace the cumbersome manual process. 

Working closely with the company’s internal teams, RRD built a secure file transfer protocol allowing the client to upload an encrypted data file once a week containing information on 5,000 intended mail targets. 

Veritas Document Solutions, an RRD facility, now pulls and sorts that data, populates all print templates, and captures all variables for the letterhead based on location and specific stage of grief. RRD then matches the letter to the correct brochure, prints all collateral, adds postage, and mails it out to the intended recipient.

RESULTS

RRD’s automated solution has improved accuracy, eliminating the risk of human error when dealing with sensitive information. It has also provided:

  • Optimized personnel hours for the 35 employees previously tasked with manually stuffing envelopes
  • 45% savings in postage costs, leading to a projected savings of $71,000 annually with a pre-sort standard rate
  • 40% savings in printing costs, leading to a projected savings of $60,000 annually