Case Study: Largest Managed Care Organizations streamline materials requests and improve compliance with RR Donnelley CustomPoint

RRD’s CustomPoint Centralizes A Health Plan’s Materials-Request Workflow

One of the largest Managed Care Organizations, RR Donnelley’s customer, needed a better way to manage replacement materials requests from members who had lost or never received ID cards, welcome kits, or ANOCs. Their manual process was slowing down customer service, creating compliance and audit risks, and hurting member satisfaction.

RR Donnelley implemented its CustomPoint® end-to-end print management solution to centralize ordering, fulfillment, content customization, and direct mail management in one interface. The system streamlined workflows for more than 1,400 representatives, improved accuracy and turnaround times, expanded the materials library from 500 to over 1,800 items, and reduced missed or incorrect orders while supporting compliance, security, and brand consistency.