Managed Care Organization Scales Multichannel Consumer Communications | Healthcare

7/7/2023

RRD GO Creative™ helps national healthcare enterprise meet increasing demand for dynamic remediated content

CHALLENGE

A leading national managed care organization was experiencing a period of rapid growth, which led to a significant increase in the number of customers they served. As a result, the organization struggled to keep pace with the demand for customer-facing materials, such as resource guides, welcome guides, newsletters, and other related documents. These materials often required hundreds of versions and needed to be translated into as many as 15 languages.

The company sought external support to help manage this program. They needed a team that could handle the complexities of Centers for Medicare and Medicaid Services (CMS) regulations, accessibility issues, version control, and multichannel distribution — all while helping create world-class content. 

SOLUTION

The company partnered with RRD GO Creative to solve these challenges. Working alongside internal client teams, RRD researched relevant healthcare topics and wrote articles, recipes, and fitness tips to be utilized as customer-facing content. This content was combined with additional materials and transformed into vital guides, welcome kits, and newsletters instrumental in keeping their customers informed. 

To ensure full accessibility, RRD deployed their proprietary RemediAd platform — a PDF remediation solution — to quickly produce compliant PDF documents and digital access, all at scale. 

The company’s newsletter was redesigned, then versioned by region and demographic, and then translated into 15 languages. RRD’s Digimag® technology, which transforms print-ready files into dynamic, interactive digital publications, was deployed. The resulting digital healthcare newsletters contained links to additional rich content, and the technology made print, digital, direct mail, and email versioning possible.   

RESULTS

As the organization expands its reach, the GO Creative team handles their every creative need. RRD also supported the organization in complying with state medical oversight, and the team’s efforts were received with minimal edits and an uncommon compliment from regulators. 

To date, the team has produced volumes with the following results:    

• 680 annual variations of 70-100 page welcome kits
• 48+ unique English newsletters
• 100+ unique versions annually
• Multiple microsites created
• Print production efficiencies yielding 25% savings per newsletter
• Detailed content matrix leading to increased composition speed 
• 100,000 pages of content converted into a large font for visually impaired accessibility each year