This family of health care companies serves 1.25 million members and provides care to more than 500,000 patients in Minnesota and Wisconsin.
To reduce print, warehousing and assembly costs of health plan information packets while providing a more member friendly, custom presentation of options available.
Solution: Print on Demand
HealthPartners has substantially reduced the cost of printing each benefits information packet.Sales representatives can easily create customized booklets via the web.
Booklets are delivered in three days, a considerable time savings over traditional manual processes.
HealthPartners no longer has to print thousands of individual pages for each product, warehouse them, and assemble packets by hand.
The Print on Demand solution is easy to use. That means sales reps don’t need to spend time learning a new application.
Booklets can be customized on the fly to coordinate with clients’ integrated marketing materials.
Automation Means Convenience and Speed
Kelly Lewis, HealthPartners manager of network communication and marketing materials, contrasted the company’s manual and automated processes for creating benefits information packets. “We created everything individually,” she said, “from content to design. We printed and stored hundreds of thousands of pages for our clients. When there were changes, much of it had to be discarded.”
HealthPartners sought a better way and in September 2008 Bolger developed a custom Print on Demand solution. Bolger’s web-based application gives HealthPartners functionality specific to their business. Today, the staff at HealthPartners customizes client booklets by adding a logo, specific URL’s, benefit summaries or other custom pages and then order the booklets online. Three days later the booklets arrive. There’s no need to order and warehouse extra materials because they are available so quickly. When information changes, the Print on Demand site is updated so content is always current.
Financial and Operational Benefits
Results have been dramatic, according to Lewis. Along with the financial benefits, the volume HealthPartners distributes increased as well. In 2008, the company produced 150,000 packets; in 2010 it produced 199,000 booklets. This increase reflects how well received the new format has been, how easy it is to order and how quickly the booklets can be delivered.
HealthPartners transitioned to the Print on Demand solution during its busiest time of the year: the fall open enrollment period. The change took place without a hitch. In August 2008 the company printed 5,000 packets. In September when the transition took place, HealthPartners printed 10,000 booklets using the Print on Demand solution. By November, the company was printing 42,000 booklets per month.
In addition to financial and time savings, the Print on Demand solution provides additional capabilities such as the ability to produce booklets in Spanish once the content has been translated. Sales reps report their clients like having booklets available for their Spanish-speaking employees.
Ease of use is an important benefit for the sales staff, Lewis said. Sales reps can order packets with just a few clicks. No training was necessary. Because the solution is browser-based, sales reps can order from anywhere.
Lewis is pleased with the improvements the Print on Demand solution has created but praises the Bolger’s service even more highly. “Their customer service is outstanding,” she commented. “Response time is phenomenal.” Further, Lewis said Bolger is helping HealthPartners determine additional applications for Print on Demand. “We’re always looking to take the next step forward. Bolger’s there to help us do it.”