The SituationThe company’s growth had significantly increased the cost of its transactional mailing operation which despatches 20,000 statements and almost 100,000 invoices a month.

In May 2008 HSS decided to re-tender this element of their business. Four suppliers, including the incumbent, were invited to participate.

OTM was chosen above other suppliers due to their ability to drive efficiencies as they had a proven track record and offered both the technical capability and a cost-effective solution to the requirements of HSS.

Due to the review process taking place close to the end of its current supplier relationship, and a desire by HSS to move to a new supplier rather than extend the existing contract, OTM had a three week window in which to deliver the initial build and implementation of the system and processes for the despatch of critical customer communications.

The RequirementHSS needed to find a partner that was able to:

• identify and deliver cost savings,
• identify and implement efficiencies,
• offer a robust process for disaster recovery
• be proactive and have the capability to enhance the overall service moving forward.

The SolutionThe dedicated Account Management team worked with HSS on initially delivering a ‘lift and shift’ of the basic operation in order to get HSS’ critical customer communications up and running in the time available.

The team then worked closely with HSS, using OTM’s design and technology expertise, to completely redesign their stationery. This allowed OTM to:

• consolidate data and re-engineer the way in which work is prepared for production
• move production from a cut-sheet platform to continuous stationery
• drive cost benefits to help achieve Mailsort discounts through the consolidation of HSS’ mailing activity
• help HSS attain Royal Mail accreditation
• Delivered further postage savings through downstream access consultancy