The company had established relationships with business process outsource (BPO) partners, however typical set up and turn around for these ad hoc jobs were complex and very time consuming. This made sense for large volume runs with longer lead-times, but when the company needs to get information into its customers hands faster with compliance deadlines, it made exceptions and produced approximately 10 million customer communications pieces in-house every year—leaving the company open to security and compliance breaches if sensitive information fell into the wrong hands.
To support its in-house print environment, the company had a significant, ongoing investment in costly floorspace. It also had excessive costs due to an overgrown, aging printing fleet acquired through mergers and acquisitions. In addition, it was spending more than $9 million a year on postage without leveraging opportunities to lower rates through postal presorting.
Ricoh had been providing print and mail managed services at some of the company's locations and had made significant efficiency, compliance and cost-containment gains. When the company turned its focus to continuous improvement, it sought our guidance to assess its entire print environment and turn the remaining ad-hoc, siloed operations into full service managed print and mail operations.