This healthcare payer company has served the health insurance needs of individuals and families since 1946.

Overview

A major health insurance brand was seeking a more efficient way to create and deliver ad hoc member letters in compliance with insurance industry regulations.  

Prior to partnering with DataOceans, these communications were being manually created by Customer Service Representatives (CSRs), resulting in a growing workload, operational inefficiencies, and increased costs. 

It required a solution that could automate this highly inefficient, resource intensive process and instead the organization wanted to: 

• Speed up the process of creating individual, ad hoc letters 

• Standardize formatting and content leveraging reusable templates 

• Eliminate the manual effort involved in getting letters into the mailstream 

• Free up the CSR team to focus on core client service responsibilities 

• Reduce the likelihood of human error and safeguard compliance 

The Challenge: Manual Work Creating Bottlenecks

Prior to working with DataOceans, the organization experienced significant operational inefficiencies while managing letter content as well as producing and delivering letters to members. Contact center team members were routinely pulled away from their primary responsibility – serving members – to handle time-consuming letter creation tasks. The process lacked standardization and created avoidable operational overhead.   

Without a centralized platform to manage templates and workflows, tracking and reporting were difficult, and teams lacked the tools to efficiently monitor delivery status or ensure consistency across communications. Also, with multiple people involved and the ability for each to modify templates, it was difficult to confirm exactly what had been mailed to a specific member. 

The Solution: DataOceans Letter Manager

The team saw immediate alignment between their challenge and the capabilities of DataOceans’ Letter Management solution. 

Implementation Highlights: 

• DataOceans configured its letter management solution to support the client’s needs for unique user roles and operational requirements  

• The organization’s CSR team received focused training to ensure they could confidently and effectively use DataOceans’ user-friendly Letter Management solution. 

• DataOceans supported the organization through the initial production runs, building user confidence and enabling a smooth transition to full self-service functionality. 

There were no significant obstacles during rollout.  As part of the rapid implementation process, DataOceans configured its Letter Management solution to align with the organization’s specific needs and provided comprehensive training to empower its team. After successfully producing and sending its initial batch of member letters, the organization is now incorporating additional types into the process. 

Results: Less Time on Letters, More Time for Servicing Members

Previously, creating each letter was a time-consuming task that quickly consumed hours of valuable CSR time. Because templates were managed individually by each CSR, a thorough review and quality control process was required - adding to both the cost and effort. After implementation, with standardized templates and a streamlined workflow in place, the time required to set up a new template and produce letters was reduced significantly. 

Multiple CSRs were no longer responsible for creating individual letters. Instead, a single user managed the recipient population, a designated template owner created the necessary templates, and a separate reviewer efficiently handled approvals -ensuring a streamlined, role-based process with minimal manual effort. This marked a major shift in how the organization managed these communications. 

Impact at a Glance:

• 80% reduction in time spent setting up new templates and producing ad hoc member letters, reclaiming between 4 and 12 staff workdays each month.  

• Lower operational costs due to reduced manual work 

• With ad-hoc letter needs no longer disrupting day-to-day operations, the team is now able to manage service workloads more efficiently - multiple CSRs are now able to focus on servicing members rather than processing letters. 

• By reducing administrative burden, the team experienced higher job satisfaction, which translated into more attentive and effective member interactions. 

• With DataOceans’ fully self-service Letter Management solution, there’s no reliance on IT or outside vendors - allowing business users to take full control.  

Long-Term Benefits:

Conclusion: A Simple Solution with Immediate Value 

Our health insurance client’s story highlights how even small process changes can drive meaningful impact. By streamlining the way ad hoc letters are created and delivered, the organization reduced operational strain, saved time, and improved team productivity. 

For organizations still relying on manual letter production, this case study demonstrates that meaningful improvement doesn’t require a major transformation, just the right solution that enhances, rather than disrupts, existing operations.