When we’re talking with a prospect, we’re often asked about our value. Part of our answer speaks to the direct value a company will receive by having us manage their policyholder document output - things like cost savings and efficiency improvements. We call them direct because they’re tied specifically to the outputs of the program - cost of mailings, speed of distribution, etc.

But there are a whole host of more indirect values that clients receive from working with MassPrinting. These are areas where direct measurements can be difficult, but positive change is often felt. They’re also typically areas where we can add strategic value based on our deep experience working with P&C carriers.

One of these indirect value areas is solving document output issues. We have a Help Desk Support team dedicated specifically to this task. Our clients contact them when they know there’s an issue with the technical side of their policyholder communications, but they can’t pinpoint exactly what it is or what’s causing it.

Our Help Desk Support team also tracks all the issue requests it receives, which gives us unique insight into the common areas that cause challenges. Below is a snapshot of the requests, and the four areas they’re grouped into, that the Support team investigates. Interesting note, less than 7% of these issues fall under MassPrinting-built environments or processes, so the vast majority of the time, we’re helping in areas that are outside our direct purview.

When we’re managing your document output, we view it as our responsibility to solve problems like those listed above, even when they aren’t directly tied to MassPrinting. Whether it’s bad data, a policy admin system issue or a coding error, we help you uncover the problem and then resolve it. We’ve built our staff with this in mind. We’re supporting your infrastructure, so we need people who understand the intricacies of it.