Matching print-ready and digital files enables new approach for each new member welcome kit
A large multi-state managed care organization (MCO) serving more than 19 million members was facing efficiency challenges. They were seeking a more efficient and effective way to produce welcome kits for new members under the age of 65.
The MCO needed to find the optimal balance between welcoming new members and lowering operating costs. Spend associated with printing, fulfilling, and mailing welcome kits — including lengthy schedule of benefits and explanation of coverage documents — became unmanageable. And as volume continued to increase, the organization began to have challenges handling the process in-house.
Following an assessment of their needs, the RRD Healthcare Solutions team proposed breaking down the welcome kit into two mailings.
First, a quick-start box with basic elements followed by a separate set of longer compliance documents. This solution met the customer’s goal of focusing on crafting the member experience. However, it also resulted in an unintended side effect. Two mailings would drive the cost per welcome kit to over $12.
By leveraging the customer’s data-driven enrollment feed, RRD's IT team matched print-ready and digital files for each new member. Then, a unique welcome kit was created for each user. It included printed materials and a USB drive with the customer’s logo, all delivered in a letter-sized padded envelope.
This new USB drive solution replaced the previous welcome kit. The simplified contents drastically reduced mailing costs.
The customer shared an initial concern about the potential for member complaints resulting from the change in delivery format. This did not materialize. Only .002% of the member population called with questions about how to access documents from the USB drive. Zero complaints were recorded regarding the switch in format.
- The slash in per-piece costs saved over $2 million in the first plan year.
- RRD reduced turnaround times, even as daily volume increased to a total of 12,000 units at two RRD Healthcare Solutions facilities.
RRD was key in transitioning from a traditional fulfillment, print, and ship model to an entirely new solution. The team achieved results in less than two months while at the height of healthcare’s busiest season.