Case Study: Large Multi-State Managed Care Organization reduces mailing costs and saves over $2 million with RR Donnelley

Quick-Thinking Welcome Kit Solution Reduces Mailing Costs

RR Donnelley (RRD) helped a large multi-state managed care organization serving more than 19 million members address rising costs and operational strain in producing new member welcome kits. The customer needed a more efficient way to print, fulfill, and mail welcome materials for members under 65, while balancing a strong onboarding experience with lower operating expenses.

RR Donnelley implemented a data-driven welcome kit solution that matched print-ready and digital files for each new member, creating a customized kit with printed materials and a branded USB drive in a letter-sized padded envelope. The new format reduced mailing complexity and costs, saved the customer more than $2 million in the first plan year, cut turnaround times even as volume reached 12,000 units per day, and generated virtually no complaints, with only 0.02% of members calling with questions about accessing documents.