by Denise Davert, Elixir
Outsourcing can play an important role in a company’s strategy and the decision criteria to do so should include many aspects.
The costs associated with outsourcing are important to understand and map back to existing cost structures, as well, there are additional considerations to factor in to this critical business decision.
Right Sourcing
For one Elixir customer, the decision to bring a core business initiative in-house after years of outsourcing was based as much on having control and visibility over the process as it was on the direct costs for the service.
Ultimately, the Elixir solution delivered the flexibility to own the end-to-end process irrespective if they in-sourced or out-sourced any part of their process – including design, data management, production and delivery of their critical client communications.
Our case study is based on a health insurance provider – an industry like most – that has a wide range of customer correspondence.
The Elixir Tango Platform
The Elixir Tango platform was deployed and can serve a wide range of document and correspondence needs, with the member ID card as a key mission-critical first project.
Some highlights include:
· ID Cards to Members in Three Days Versus Five
New plan participants receive their cards on an average of three days and reprints can be mailed the same day as requested.
· 1,400 Templates Consolidated to 3
3 layouts now do the work of 1,400 possible card variations. IT involvement is minimized in part because Client Services now uses pre-approved templates in a web based drag-and-drop user interface.
· Leveraging the Browser
Centralized, web-based workflows provide real-time review, proofing and tracking allowing any authorized user to participate based on their defined user profile for the project.
· Automated Processes Speed Overall Workflow
Processes initiate based on events. Users are notified of awaiting tasks and automated processes run based on workflow business rules.
· Real-Time Access and Status Visibility
Users perform discrete tasks in parallel working with templates, data, and production. Instant previews of the most recent edits provide status as projects move forward.
· Production Flexibility
ID card production can be outsourced to a 3rd party if required. The browser model combined with defined users and roles allows the insurer to grant an external user access to a specific part of the project.
· Mobile, Web and Print Supported
Incremental system enhancement will provide on-line delivery to web and mobile.
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