Capita Medical Reporting
“Capita worked with us to implement a robust hybrid mail solution, that not only improved our operations but also produced instant financial benefits.”
Steve Gentle, Operations Director
- Communications out - hybrid mail
- £78,000 per annum
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Capita medical reporting (CMR) is the UK’s leading provider of medical reporting and screening services. CMR operates at clinics extensively throughout the UK working with over 4,000 medical professionals of all disciplines.
Like many organisations today, CMR were keen to explore opportunities to streamline their internal processes whilst maintaining the effectiveness of their staff, as well as enhancing efficiency and their productivity by leveraging existing technology. CMR's main focus was on the area of customer communications.
Capita document & information service (CDIS) carried out an analytical and insight review of CMR’s customer communications processes and found that staff were printing their adhoc letters directly to the colour printers located in CMR's print and mail room. Print and mail room staff would then print, fold and enclose the letters ready for the daily mail collection by Royal Mail.
As a result of the review it became apparent that changes to the current local and adhoc printing process would deliver the opportunity for the rapid transformation that CMR desired. The utilisation of hybrid mail would be the solution to deliver this transformation.
Hybrid mail is a secure, software based solution that routes CMR’s ad hoc letters to CDIS's state-of-the-art devices located at a secure accredited production facility. When choosing a printer from the options available, CMR's staff choose the hybrid mail option from the printer list, the pre-composed documents are then sent from CMR’s already installed NeoPost Print Server to CDIS, without the need for investment in new technology.
CMR’s increasingly time consuming, non-core costly manual processes have been replaced by a more flexible way of printing and delivering communications to its customers.
The initiative is delivering a range of benefits for CMR including:
- Cost savings
CMR has significantly reduced the amount spent on paper, printing and equipment, as well as the cost on postage and is saving approximately £78,000 per annum.
- Enhanced control
Pre-agreed document printing and mailing parameters are in place to ensure all mail is processed in the most efficient way.
- Better use of resources
Ad hoc printing has been moved off-site allowing staff to be redeployed within CMR.
- Improved quality
All customer correspondence is professionally produced ensuring branding compliance and quality control across CMR’s entire document portfolio.
- Accurate Reporting
Accurate measuring of volumes printed and mailed, and the cost of each job sent to print.
- Reduction in cost
- Redeployment of staff
- Protected brand image
- Accurate Management Information
- Lower carbon footprint
Delivering future efficiencies
The objective to meet immediate savings was met by the implementation of hybrid mail. CDIS continues to support CMR to roll out the solution to the remaining sites and ensure ongoing benefits across their business.
The service provided to Capita medical reporting was Communications out.