The client

 

Name: Vitality 

 

Industry: Insurance

 

Solution: Digital Mailroom 

 

Size: 4+ Million Clients

Why did they outsource?

Vitality were searching for an outsourcing partner that could add value to their processes, a partner with extensive experience. In order to enhance their customer`s journey, the chosen partner initially would be providing a solution that included handling inbound communications, scanning & categorising as well as, a data capture element. This partnership would have the potential to expand to support their other back office processes, so the chosen partner would need to be adaptable with the ability to expand as necessary.

The same DDC personnel are consistently involved in every aspect of the relationship, which is very important to us and was a factor in choosing DDC as our preferred supplier for our inbound documents

How did DDC OS help?

DDC Outsourcing Solutions UK (DDC OS) were able to meet Vitality`s criteria and provide a Digital Mailroom solution to meet their initial requirements and the scope to support their future activities. 

Initially, tracking software was set up in order to process inbound communications, this vision of all stages and documents types allowed for enhanced MI. This kind of reporting enabled Vitality to better handle customer queries and audits. With access to and experience in a variety of services and resources, DDC OS can scale up and down to meet the ever-changing volumes received. 

DDC OS’ Digital Mailroom solution incorporates a range of tasks from multimedia response handling, digitisation, data capture and back office administration. All of these elements were integral parts of the process.

During set up, advanced indexing was put in place that would allow us to capture more information in the initial phases providing more metadata. This reduced Vitalities resource needs when receiving the information for further capture purposes.

The benefits

  • Enhanced MI that helps support the customers
  • Cost savings realisation plan in place 
  • Scalability and improved efficiencies 
  • Able to provide a better than required level of initial automated capture

We Said, They Said

“We recognised the importance the whole project has on the commercial success of Vitality and after the successful delivery of the Inbound Projects, we continued to work closely with Vitality to determine additional cost savings by utilising DDC OS other managed solutions and services.” – DDC OS

The transition process from our previous supplier to DDC was handled superbly with no loss in service.  The same DDC personnel are consistently involved in every aspect of the relationship, which is very important to us and was a factor in choosing DDC as our preferred supplier for our inbound documents. The flexibility and high level of service we receive from DDC has contributed to the exceptional SLA’s we are seeing and hope our positive relationship will continue to develop
- Vitality

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