Customer Communication Management - Outsourcing

Boosting customer satisfaction achieves significant cost savings

Documents are the lifeblood of the insurance industry. From promotional letters to application forms, policy documents, invoices and claim forms, each and every document has a legal implication. Ricoh’s customer, a Fortune Global 500 insurance company, was keen to outsource some of these document intensive business processes.

A detailed consultancy engagement established the need for a two-phased approach. In the first phase, Ricoh provided a ‘lift and shift’ solution, ending the insurer’s reliance on in-house services by moving production to Ricoh’s own document centre. In the second phase, Ricoh developed the document processes, improving their efficiency and adding additional services.

Ricoh processes more than 60 million documents every year for the insurance company, and the solution has transformed the insurer’s document processes, improving customer service levels and reducing costs. Automation improved the speed of production and the introduction of closed loop processes, which eliminated errors and provided a compliant page-level audit.

End-to-end service integration is delivering real business advantage. Business risks have been mitigated and customers are receiving a better service. Ricoh’s support has improved business agility. With Ricoh ably managing mission critical document processes, the insurer is able focus internal resource on strategic development.