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Challenge The Group & Individual Division of BlueCross BlueShield of South Carolina, serving more than 300,000 members, is part of the nation’s oldest and largest family of health insurance companies. Three years ago, its processes were inadequate to handle the volume and variety of printed materials critical to its business. Orders were placed by fax or phone with no system for confirmation or verifying if an item was in stock. Fulfillment could take as much as four weeks. The division needed a document management system to control inventories, make frequent updates and revisions, facilitate order processing and, most importantly, improve the timeliness of providing printed materials to staff and customers.
Solution Already a strategic partner in providing digital printing services to the division, Consolidated Graphics became part of a project team formed to tackle the opportunity. Made up of a variety of stakeholders, including the division’s senior management, user departments and representatives of CGXSolutions, the team created a phased-in solution for convenient online access, updating, ordering, fulfillment and inventory management. After implementing an initial solution, the team continued to monitor work flows and document inventories, enhancing the tool and tailoring it to meet the company’s needs.
Result Timeliness, targeted as one of the most critical issues, improved dramatically. “Thanks to CGXSolutions, agents now get their sales literature in two to three days and, in some cases, the day after they place an order,” said Sandi Kimmel, Organizational Development. “Our previous delivery times averaged two to three weeks and could be as long as a month. We’ve also been able to stabilize internal inventories, so our forms are current and our supplies are never depleted.”
“The quality of printed materials is exceptional,” Kimmel continued. “We have achieved overall cost savings and our business runs more efficiently. I find their staff to be a refreshing example of collaborative partnerships where both parties are committed to mutual success.”
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