Streamlining Healthcare Communication: A Case Study in Mail Delivery Transformation

Challenge: Michigan's leading healthcare insurance provider was struggling with a low mail delivery rate and an inaccurate client database. This hindered communication and potentially impacted customer satisfaction.

Solution: The provider partnered with TGI Direct to overhaul their mail delivery system. The focus was on:

• Increasing mail delivery success: Techniques like Ancillary Service Endorsements (ASEs) on envelopes ensured forwarding of undeliverable mail.
• Boosting database accuracy: Address Correction Services (ACS) and National Change of Address (NCOA) data helped update outdated client information.
• Streamlining processes: Change Service Requests (CSRs) on envelopes simplified address updates for recipients.

Results:

• 4% increase in valid database records
• Estimated 95% reduction in physical mail returns
• Approximately 17,000 address corrections (NCOA & "slush" records)
• Estimated $25,000 saved in postage and return mail costs

Impact: This successful transformation improved communication with clients, potentially leading to increased satisfaction and trust.

Key Takeaways:

• Strategic mail delivery solutions can significantly improve communication efforts.
• Data accuracy is crucial for effective customer outreach.
• Utilizing advanced tools like ASE, CSR, ACS, and NCOA can optimize mail delivery and database management.

This case study showcases how innovative approaches can address complex mailing system challenges and achieve impressive results for healthcare providers.