Case Study: Leading Health Care Delivery And Pharmacy Services Company achieves faster, more efficient letter template migration with RR Donnelley

Automated Migration of Complex Letter Templates Drives Efficiency

Leading Health Care Delivery And Pharmacy Services Company needed a better way to manage nearly nine million prior authorization letters each year. Its internal print shop and initial outsourcing attempt were struggling with back-up and disaster recovery gaps, an outdated and inflexible template system, and limited production visibility and audit reporting. RR Donnelley (RRD) was brought in to support the company’s pharmacy (Rx) letter program using its Critical Letters application.

RR Donnelley implemented automated migration of more than 1,000 complex letter templates, replacing the legacy composition system with its template management platform and integrating it in real time with the client’s case management system via APIs. RRD also provided white-glove production through its critical letters facilities. The result was a 20% improvement in staff efficiency, a 60% reduction in implementation time and cost, and a cost-neutral move to outsourcing with stronger business continuity and disaster recovery support.