XME | Marketing Execution Services

Transforming Print and Mail Operations for a Large P&C Insurance Company

THE CHALLENGES
The Customer’s legacy situation.

The Customer was looking to outsource their print and fulfillment services for more than 60 different types of documents, including letters, policies, certificates, checks, and tax documents.

• Print was onsite
• Mail was entering the USPS postal system slowly and inaccurately
• Image files containing LCDS data were printed using VPSX software
• The Customer had limited operational controls in a highly manual production environment
• High usage of offset materials with a manual inventory process
• Outdated equipment
• No knowledge source for print and mail technology and updates
• Limited labor pool to fulfill rising print and mail requirements

THE SOLUTION
A partnership based on continuous improvement.

The Customer was pleased with Exela’s methodologies and wanted to move forward with outsourcing their design and composition while adding services to field agents. Using our technology expertise in a consultative approach, Exela developed the roadmap to implement the Customer’s work in two primary phases:

1. Phase I – Automate and migrate the legacy work to Exela.
2. Phase II –

• Develop each line of business in Exstream to integrate with Exela.
• Utilize Interactive for real-time processing and print.
• Utilize OnBase and Guidewire for print image capture and retention.

How Exela Transformed an Agency’s Mail Operations, Reducing Costs and Improving Efficiency

THE CHALLENGES
The Agency was struggling with excessive costs and delays associated with its current mail operations. Multiple carriers were delivering important, time-sensitive policy information and other mail to a centralized P.O. Box. Once received at the P.O. Box, the mail then had to be sorted and re-routed to agents located in one of 190 offices.

As a result, agents waited an average of three to five additional days to receive critical information, while the Agency incurred costs for additional resources, supplies, and postage.

There were two additional considerations for the Agency when they began searching for an alternative mail solution: reducing the risk of un-deliverable or lost mail and ensuring mail delivery to the correct recipient. Increasing pressure to comply with government privacy regulations only added to the Agency’s decision to change.

THE SOLUTION
After researching potential vendors and considering their options, the client elected to outsource all of their mail processing and delivery operations to Exela. They made this decision based on Exela’s 30-year mail management expertise, customer footprint, and a tried-and-tested, advanced digital mail platform.

Breach Notification Case: How to Manage a Large-Scale Data Breach?

Overview
The client, a leader in intelligent identity security, provides award-winning solutions to protect consumers and businesses from identity theft and cyber threats. They faced a significant data breach and required a partner to manage the complex process of notifying over 55 million affected individuals within a tight four-week deadline. The project demanded flexibility, precision, and careful compliance with any regulatory requirements to maintain customer trust.

Challenges
When data breaches happen, speed, accuracy, and security are paramount – especially when notifying millions of affected customers. Some of the associated challenges included:

1. Tight Timeline: Print and mail over 55 million breach event notifications within four weeks.
2. Complexity: Manage uniquely different breach event notifications for print, mail, and electronic distribution.
3. Address Cleansing: Perform extensive address cleansing of the comprehensive documents to guarantee accurate delivery.
4. Security and Quality: Ensure document security, quality control, and piece-level tracking and reporting.

How Can Resorts Refine Procurement and Elevate Customer Experience?

Overview
The client, a family-owned and operated vacation ownership company, has been a trusted name in the hospitality industry for over four decades. With 40 resorts spread across four key markets and a portfolio of 1,400 units, the company prides itself on delivering exceptional guest experiences. As a mid-tier organization, they focus on providing high-quality amenities that reflect their brand’s commitment to comfort and excellence. Recently celebrating its milestone 40th anniversary, the company sought to elevate its guest offerings and operational efficiency and ensure uniformity.

Challenges
The client was facing several challenges and decided to partner with XME to solve them:

1. The supply chain that they had in place for promotional items and amenities was fragmented, which led to inconsistent quality, delayed deliveries, and inflated costs.
2. Since the company did not have a standardized amenities program, each resort had its own unique set of products, resulting in a disjointed brand experience.
3. The company spent over $500k annually on bath and pool towels alone and needed a cost-effective solution.
4. With multiple vendors providing custom-branded materials, managing orders, and ensuring timely deliveries had become an issue.

How Do You Standardize Marketing Materials Globally After a Merger?

Overview
The client, a leading global vacation provider, offers luxurious vacation ownership experiences at its upscale resorts in desirable destinations worldwide. During the formation of this new entity through a merger between two industry-leading global vacation destination providers, the company required a unified print and promotional materials fulfillment solution to serve its 153 global locations. The goal was to consolidate multiple online material storefronts, streamline processes, and ensure standardized pricing.

Challenges
As the company navigated the complexities of integration, several pain points arose that required innovative solutions:

1. Complex Consolidation: Unify multiple online material storefronts into a single, user-friendly platform.
2. Automated Billing and Reporting: Implement automated billing processes, improved user interface, and simplified reporting for all print and promotional item materials.
3. Standardized Pricing: Ensure standardized print and promotional item pricing across all global locations.
4. Global Support: Provide a solution that could support the client’s goal to standardize marketing materials globally.