A leading Fortune Global 500 insurance company worked with document process outsourcing (DPO) provider to improve efficiency of its mission-critical document processes, improve customer satisfaction, transition into digital services, and reduce cost. A third party supplier of banks and insurance companies, the DPO vendor provided securely-managed solutions and leveraged its domain expertise in the banking industry to help achieve the company's goals.
The outsourcing provider implemented a two-stage solution. The first stage involved transferring in-house production to the vendor's document processing office, while the second stage focused on developing improved document processes. The service provider handled capture and distribution of inbound documents, close-loop printing and distribution, and page-level reporting,
To eliminate risk, the DPO company used closed-loop production systems as it handled over 60 million documents every year for the company. It provided a secure intranet portal where users can order a multiple print services such as brochure and poster printing. Users can also submit documents for printing, check the documents and track production.
A company executive said that the DPO's service-based approach saved them money and improved shareholder return. By allowing the DPO provider to manage mission-critical document processes, the company was also able to invest resources into core and strategic business activities.
Improved Process Efficiency
In the first phase of the project, the company's print and distribution services were moved to the vendor's external document center. The service provider also helped manage labor and asset issues related to the transition and shutting down of in-house departments. In the second phase, DPO introduced automation to speed up production and closed-loop systems (such as lot check controls) to reduce errors and improve auditing compliance. Because the documents were error-free, they reached the customers faster and increased satisfaction.
In this case, the service provider provided digital mailroom solutions that reduce the company's paper trail. Instead of paper records, inbound documents were archived, validated, and uploaded to the company's management information system. The original records and data hub were thus easier to access.
Canon is a world-leader in imaging products for home and office. To maintain its strong market position and improve service levels while reducing costs, Canon UK (based in Reigate, Surrey) decided to work with document processing specialist. Canon realized that transforming the company's document-intensive processes would require an outside expert. By working with a DPO provider, Canon gained access to innovative solutions and facilities required to run the company's busy operations more efficiently.
Outsourcing document processing allowed Canon UK to invest internal resources into its core business.
Access to Domain Expertise
Canon UK understood that some processes were outside their domain expertise. Working with a third party ensured that the right documents were sent to customers as quickly as possible, data was easily accessible, documents could be destroyed when required, and customer service exceeded expectations. The outsourcing provider started by using its benchmarking database to compare Canon's practice with market best practices. It gave the company insight into the market and their competitors and ways to improve.
Improved Process Efficiency
The DPO company scheduled mail rounds to prevent congestion during peak hours. Because the in-house staff was trained to cover for absent workers or those on holiday, it reduced the company's dependency on untrained contract employees.
New Technologies Introduced
uFile, uBook, and iTrak were among the technologies that the service provider introduced to improve courier process efficiency. uFile is a data archiving management system, uBook is a booking and management system, and iTrak is a tracking system for inbound signature deliveries. According to Canon UK's Facilities Manager, iTrak helped the company reduce waste by eliminating paper records and allowed packages to be tracked from dispatch to delivery.
Improved Staff Retention and Productivity
To improve career progression and retention of Canon UK employees, the DPO service provider introduced personal development plans to guide the workers and basic equipment training to reduce reliance on engineers. When machine problems arise, mailroom staff checks the machine first and fixes the issue, if minor. Only serious problems are escalated to engineers.
Baltimore Gas and Electric Company (BGE) is Maryland's largest gas and electric utility provider, employing about 3,200 people and serving over 2 million customers in the entire state. BGE is a subsidiary of Exelon Corporation, with approximately $27.4 billion in revenues in 2014. BGE partnered with a document process outsourcing provider to realize cost savings, improve process efficiency and boost customer satisfaction.
Streamlined Billing Statements
BGE wanted a more efficient, cost-effective way to send regular billing statements to its clients. BGE knew that outsourcing was the best way to achieve these goals. The DPO vendor served as a single source provider of printing services, printing management and client communications. The outsourcing provider streamlined information to reduce the number of pages (reduced two-page billing statements by 99 percent), reduce print and mailing costs, speed up turnaround time to ensure regulatory requirements are met, and make the statements easier to understand. It also increased the font size and positioned relevant information prominently for better accessibility and visual appeal. The provider planned to customize the statements with targeted information in the future.
A BGE senior analyst reported that the company achieved dramatic cost savings ($297,000 savings in printing and mailing costs alone) as a result of the partnership with the DPO provider, as well as a reduction in paper output by 7 million sheets annually.
Improved Customer Satisfaction
Because the billing statements were simpler and easier to understand, the service provider helped lower complaints and call center inquiries while increasing customer satisfaction.
Seco-Carbology or SC (now Seco Tools, Inc.) is a multinational developer, manufacturer and provider of innovative metalworking products for machining, including milling, hole-making, holding, and turning tools. SC wanted to support the sales activities of its distributors while retaining control over its brand. Specifically, SC wanted their dealers to access and customize sales collateral materials directly.
The company's existing sales collateral production system was time-consuming and prone to errors. The goal was to eliminate printing and storage in the document lifecycle and shorten the turnaround time in obtaining sales collaterals by allowing dealers to order preprinted sales materials easily and customize them. SC decided on a DPO vendor that can provide full-service marketing and document processing solutions to achieve its goal.
Reengineered documents were the key to driving down costs and improving client acquisition and retention rates at Seco Tools. The document advisors from the service provider combined the latest design techniques and behavioral science studies to improve the effectiveness of paper and digital communications.
The document process outsourcing company drew on variable data showing that personalized, one-on-one sales collaterals increased their value to the recipient, and that color personalization was more effective than black and white personalization at increasing the response rate. Personalized sales communications also reduced cost per response to 54 percent and increased sales by an average of 93 percent. Using their domain expertise, document advisors at the service provider were able to improve brand recognition, boost sales and improve the bottom line.
Increased Dealer Participation
Due to the streamlined process of obtaining sales collaterals, both dealer participation and sales of certain products increased more than 300 percent to meet demand.
Customized Sales Collaterals
The service provider created an almost 100 percent automated web-to-print portal that allowed dealers to customize and easily order sales and marketing materials from SC. A job ticket and a PDF file were created for each order received. The provider also designed a tutorial for the distributors to help them learn the new system.
Reduced Turnaround Time
It used to take about a month for dealers to obtain sales and marketing materials from SC. Through the web-to-print on-demand portal, the DPO provider eliminated pre-printing and reduced the turnaround time from four weeks to one week.
There are many takeaways from these outsourcing case studies and success stories. One of them would be finding a service provider that's the right fit for your business, whether this would be staff leasing in the Philippines or any other outsourcing location. These success stories also point out how crucial it is to work with a BPO company that can provide securely-managed solutions and domain expertise.
Another common thread from these case studies of successful document process outsourcing projects - knowing exactly how the business process outsourcing company will handle risk mitigation, reducing costs, process efficiency improvement, reducing turnaround time, reengineering communications, increased focus, improved customer satisfaction, and digital transformation for your company.
It's also worth noting if your business can gain new technologies, better staff retention and productivity, and, if applicable, streamlined billing statements to clients, increased dealer participation and sales as a result of the streamlined process and increased productivity.
Contact Sourcefit to learn more about the possibilities and opportunities of building your own team of dedicated professionals in the Philippines.