Mail Tracking Dashboard: Streamlining Mail Management for a National Insurance Company

In the fast-paced world of insurance, effective communication with policyholders is paramount. This United States insurance company recognized the need to revolutionize their mail management process. Faced with the dual challenges of operating in a highly regulated environment and managing costs, they turned to Solimar Systems’ SOLitrack to create a cutting-edge Mail Tracking Dashboard. This innovative solution met their regulatory requirements and transformed their approach to policyholder correspondence, setting a new standard in the industry.

The insurance operates in an industry where every piece of mail carries significant weight. From policy documents to bills and Auto ID cards, each correspondence is crucial in maintaining customer relationships and meeting regulatory standards. However, the company faced several unique challenges:

• As a highly regulated entity, they needed ironclad proof of mail for various policyholder correspondences.
• Cost reduction was a priority, but not at the expense of tracking capabilities or data quality.
• Their setup was complex: managed print was handled in-house, while the Intelligent Mail barcode (IMB) was applied externally by a presort vendor.
• They needed a solution to seamlessly integrate these disparate elements while providing comprehensive tracking and data management.

The stakes were high, and the solution needed to be both innovative and robust.

“We were thrilled to win the RFP for a live dashboard with piece level tracking from a long-time customer. The implementation was quick with minimal services and far-reaching benefits,” states Mary Ann Rowan, Solimar Systems’ CXO.

Enter the Mail Tracking Dashboard, powered by Solimar Systems’ SOLitrack. This comprehensive solution was tailored to address the insurance’s unique needs:

• Mainframe Independence: The solution eliminated the company’s reliance on mainframe systems for managed print, marking a significant step towards modernization.
• Data Integration: It brilliantly merged USPS mail tracking data with internal print metadata, creating a unified view of each mail piece’s journey.
• Real-Time Tracking: The dashboard provided up-to-the-minute information on individual mail pieces, from printing to delivery.
• Secure Access: An internally developed application ensured that business users could access the data securely, with permissions based on job roles and specific needs.

This multifaceted approach didn’t just solve problems; it opened up new possibilities for efficiency and customer service.

The road to implementation was a testament to collaboration and innovation:

• The journey began with deploying Solimar Systems software, which successfully replaced the mainframe for managed print operations.
• Solimar and the presort vendor formed a crucial partnership to establish a seamless feed of USPS mail tracking data.
• Innovation came as a 2D barcode strategically added to mail pieces. This barcode became the linchpin, allowing the presort vendor to scan and include vital information in the USPS data feed.
• The final piece of the puzzle was an internally developed application providing secure, role-based access to the dashboard for business users.

Each step was carefully orchestrated, ensuring that the final solution was greater than the sum of its parts.

“We are excited to see our solutions expand and benefit our customers. I’m grateful for their active involvement as members of our Solimar Customer Advisory Council, as their feedback and suggestions help guide our development efforts. This, in turn, benefits all of our global customers and partners,” states Mary Ann Rowan, Solimar Systems’ CXO.

The Mail Tracking Dashboard is a marvel of modern mail management:

• It offers real-time tracking of individual mail pieces, from bills to policies and insurance ID cards.
• Users can view the entire lifecycle of a mail piece, from printing to delivery.
• Detailed information about the printing and insertion equipment used for each piece is readily available.
• USPS postal network tracking data is seamlessly integrated, providing a complete picture of each item’s journey.
• Role-based secure access ensures that sensitive information is protected while remaining accessible to those who need it.

These features combine to create a powerful tool that transforms raw data into actionable insights.

The impact of the Mail Tracking Dashboard has been nothing short of transformative:

• The company successfully bid farewell to mainframe dependence in their managed print process, marking a significant technological leap forward.
• Integrating USPS data with piece-level information within the Solimar system has created a unified, comprehensive view of mail operations.
• Full lifecycle visibility of mail pieces has enhanced operational efficiency and customer service capabilities.
• Cost savings have been realized by replacing certified mail with the dashboard’s lower-cost tracking for eligible pieces.
• Regulatory compliance has been strengthened, with the system providing enhanced, reliable proof of mailing.

These results demonstrate not just a successful implementation but a strategic advantage in a competitive industry.

The success of the Mail Tracking Dashboard has set the stage for future growth:

• Plans are underway to roll out the dashboard to additional departments, spreading its benefits throughout the organization.
• The company aims to expand usage beyond its largest business customer, recognizing the potential for widespread improvements in operations and customer service.
• They are integrating Solimar JDF job ticketing and will receive reports on their JDF-enabled printers and presses, including real-time status updates, alerts, and ink/media usage on all jobs.

These plans underscore the company’s commitment to continuous improvement and innovation.

The Mail Tracking Dashboard, powered by Solimar Systems’ SOLitrack, stands as a shining example of how technology can address complex challenges in the insurance industry. By successfully tackling this national insurance company’s unique mail management needs, this solution has not only improved efficiency and reduced costs but also set a new standard for regulatory compliance and customer service. As the company looks to the future, the Mail Tracking Dashboard will undoubtedly play a pivotal role in its continued success and innovation in policyholder communication.