Elevance Health Increased Direct Mail

CHALLENGE:

Elevance Health is the largest healthcare company in the Blue Cross Blue Shield Association with 40 million members nationwide. The organization was looking to scale up the number of programs we supported because of our high-performance level. Their direct mail programs consist of high volume, quick turnaround communications in six states. With dozens of projects each day that have quantities from a few to hundreds of thousands of pieces and turn-times anywhere from 1-5 days, the manual project management time required was significant. 

Integrations with new teams, file formats and composition requirements of the five new states was a daunting task. They also needed a solution for additional production access and reporting capabilities in this process to improve the speed of information while reducing the time required to access it. 

SOLUTION:

Thankfully, Phoenix Innovate already had a solution. Because of our extensive experience working with healthcare insurance companies, we created a web-based platform to address these challenges. Our Inform247 - HITRUST Certified application handles sensitive data securely and significantly reduces the “touches” by our clients’ staff. The tool provides 24/7 insights into the production status and detailed compliance reports of their projects through easy-to-use dashboards. Additionally, our development team worked with stakeholders to understand and define all the variables required to integrate with their systems to securely transfer and validate job specifications and related artwork. 

The functionality of our platform allowed the client to pause or cancel projects through the dashboard and resubmit new art or direction as needed. Project reports were generated from the production data that include detailed activity logs providing an audit trail with time and date completion information to verify it reached the mail stream as required. Additionally, Inform247 can track the client’s transactional communication mailings to their members for compliance. 

RESULTS:

Here’s how our performance and approach improved the client’s results:

• Reduced time to scale from 1 to 6 states.
• Eliminated 95% of the increased project management “touches” by our client’s staff.
• Continued the high-level of performance during the transition – No HIPAA violations.
• Increased the level of trust, credibility and confidence that the client has in us.