Connecting the Dots to a Complete Tracking and Audit Strategy

The Challenge

Our client is one of the largest managed care organizations in the U.S., a national leader in managed long-term services and a top insurer on the Health Insurance Marketplace. Marketing.com has been providing services for this client for nearly 20 years, dating back to when they were a small healthcare company with only 1 or 2 state based health plans.

With a quick expansion to nearly 22 million members, the organization suffered some growing pains and enlisted the support of Marketing.com, which has proven to be critical in their success over the years. Our continued investments in leading technology and equipment have allowed us to remain this customer’s preferred vendor of choice for their robust member communication mailing programs.

The Solution

We combined our extensive knowledge of the health and insurance industries with print capabilities to develop several business solutions to meet this client’s needs, including:

• Tracking and greater visibility of member communications
• Audit trails
• Customer Service: unified member view
• Tighter turn-times: mailing SLAs
• Ability to divert mailings in process
• Helped to adapt mailings to meet increasing regulatory requirements
• Reporting
• Reprint management
• 100% mail verification reporting

To support these requirements, Marketing.com invested in an APT system or Automated Production Tracking system, which allowed our production teams to:

• Manage large volumes with increased visibility & tracking
• Monitor against SLA, including early insights into due dates and potential delays
• Easily locate jobs/batches on the production floor
• Real-time data collection
• Export a wide variety of custom and standard production reports for the client

The Results

We achieved 100% mail verification and met our SLA 100% during Open Enrollment season, which included mailing over 2.5 million packets over the 6-8 week peak season. Production had full visibility over batch due dates and acted when mail files were in danger of missing their deadlines. To allow for additional tracking, Marketing.com has further invested in expanding with equipment upgrades, including tracking cameras on additional inserters and additional hand scanners in the hand-fulfillment areas.

If this success story has you considering the impact Marketing.com could have on your business or project, please contact us to learn more about our unique problem-solving approaches.