Case Study: Leading Healthcare Organization Streamlines Member Communications with RR Donnelley Web-to-Print Solution

Web-to-Print Solution Supports Intuitive Call Center Workflow

Leading Healthcare Organization, a healthcare provider offering wellness services through a call center staffed by nurses and clinicians, needed a better way to order, distribute, and audit member materials. Its existing process created inconsistent messaging, delivered information at the wrong time, and lacked a simple model for managing requests from both CRM feeds and a web portal. RR Donnelley helped address these needs with its web-to-print solution and CustomPoint platform.

RR Donnelley implemented an intuitive question-and-answer wizard workflow that guided call center reps to approved, relevant materials, generated personalized letters based on phone conversations, and automated daily kitting and fulfillment. The solution also supported both non-secure and secure email distribution, integrated with the customer’s CRM, and enabled closed-loop accounting, centralized messaging, and more efficient manufacturing through consolidated print and kit processing.