When you provide white-label insurance for some of the UK’s most trusted brands, every detail needs to be right. Here’s how one insurer cut costs, freed up space and staff, and generated new revenue, by outsourcing document composition, print and mailing – all while keeping quality and confidentiality under absolute control.
This is the story of one of our favourite client projects. We’d love to tell you their name, but as a white-label company providing insurance for customers of many of the UK’s most trusted brands, their work is strictly behind the scenes.
What we can tell you is that they have a large operational base in the South West of England, and that – until recently – sending policyholders’ insurance documents was a huge drain on their resources. But with confidentiality and quality control at a premium, the company had been reluctant to outsource its composition, print and mailing – until recently.
Today, the insurer is saving tens of thousands of pounds on print and legacy software, brings document changes to market quicker, and is enjoying new revenue from a new sales floor in the space the print room once occupied. And clients are happier than ever.
Here’s how they did that – and how we, at Imprimus, helped.
Freedom from legacy systems – and know-how bottlenecks
Paper, print consumables, printers, fulfilment and mailing costs quickly add-up – but the biggest single saving came from cancelling the licence for their legacy document composition platform, Thunderhead – and transferring the process onto tailor-made Imprimus tools.
There was another issue, too: very few people in the insurer’s organisation knew the proper processes for implementing and approving changes to document templates – creating a recurring bottleneck, slowing everything down, and causing real issues around holiday and sickness. A high-priority template change, stipulated by the Financial Conduct Authority (FCA), could stop other mailing projects in their tracks.
The reasons to outsource were compelling – but every step needed to be managed carefully to ensure a seamless transition.
No room for error: wrap-around project management
As first-time outsourcers, the insurer’s team needed to be absolutely certain the integrity of their documents would be preserved. So we took a structured, project approach, giving clear timelines from the outset, and assigning a Senior Project Manager, in Richard Rickwood.
The two teams worked closely together, with Imprimus print experts shadowing the insurer’s own document specialists, and holding detailed workshops to scope the full extend of the handover.
It took time, but there were two important outcomes: Imprimus gained a clear view of each stage of the process – for every one of the 250 document templates – and the insurer began to feel comfortable that the process would work.
“We were a first-time outsourcer, but right from the start, we could tell we were in safe hands. The phased approach meant I could show our board immediate bottom-line gains, without taking a leap into the unknown.”
- Head of Operations
Phase one: immediate print and mail savings
Once we all understood the job fully, we did something very important. We separated the document composition from the print and mailing, and treated them as two phases of the project. Phase one involved taking the insurer’s finished print files, and completing the job.
As a result, the insurer could realise cost savings – and redeploy resources, space and staff, almost straight away – while the tricky business of handing over 250 template processes was still ongoing.
It also made it far easier to handle peaks and troughs in workload, with no need to pay for under-used printing facilities – and a Service Level Agreement guaranteeing fast delivery even when things are busy; something that’s not a certainty with an internal department.
And crucially, the move enabled the insurer to switch to white paper-based printing, instead of holding masses of pre-printed collateral. This provided immediate cost savings, and enabled changes to be made without waiting for new policy booklets to be printed, or throwing away old stock.
Phase two: getting documents to market, faster
With phase one complete, and Imprimus printing and mailing packets to around 2,500 insurance customers each day, the careful process of transferring document composition could begin.
In insurance – as with many of the regulated sectors where we work – the smallest detail can have far-reaching legal implications. Every change must be checked and approved – both internally, and by each of the insurer’s affinity brand partners.
Under the insurer’s own system, template changes were batched, and covered all brands at once – meaning as many as 32 sign-offs were needed each time. But our tools allow changes to be made at a granular level, template by template; it makes the entire job faster and easier, and prevents fast, responsive affinity partners from being made to wait.
It’ll prove increasingly important as change continues to accelerate in the insurance market. As products become more complex, and brands start to compete by adding new and innovative approaches, speed to market is key.
“With pre-printed stock, small changes to insurance terms would waste time, money and paper. A white paper solution was always going to produce huge savings quickly – then we transitioned document composition later.”
- Richard Rickwood, Senior Project Manager, Imprimus
Happier customers and happier brands
It took more than a year to transfer the template processes, one by one. But now, rather than compromising quality, the insurers’ service to its partners customers has actually improved.
And there are extra benefits, alongside faster, more efficient and consistent mailing. For example, a clear and documented disaster recovery strategy, with off-site resources ready to deploy. And the potential to include full-colour charts and visualisations, created dynamically for each policyholder individually.
“We’ve invested heavily in understanding every aspect of their work, so everything runs smoothly. It feels like we’re part of the family.”
- Tony Alvis, Business Development Manager, Imprimus
For Imprimus, this kind of mailing is second nature. Every day, we handle confidential information, compose mail in regulated sectors and verify the integrity of each pack as it leaves the press. But we never forget the importance of working closely with a first-time outsourcer, to give total confidence that every aspect will work as it should.
If you’d like to discuss your requirements, please do get in touch HERE