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Canada Life
The Business Challenge
Canada Life is an international life insurance company with over eight million individual and corporate clients. In 1889 the US division was established, nearly 40 years after Canada Life was established. Canada Life has been in business for over 150 years proving it has a commitment to a high level of service to its policyholders.
The corporate underwriters in the US division of Canada Life regularly used their in-house copy center to produce thousands of booklets each month. The process for handling these orders included taking a hard copy of a booklet to the in-house copy center and submitting the order. This process was taking a considerable amount of time and labor to print and ship each order.
Canada Life was looking for an online solution that would streamline this process. The solution they found and implemented was NowPrint by NowDocs. Along with this online print software solution, Corporate Graphics Document Solutions (CGDS) was chosen to handle the print fulfillment needs. It seemed an excellent fit as CGDS has had a long time partnership with Canada Life.
The Solution
The online print software solution, NowPrint, allows the underwriters to upload an electronic copy of their documents right from their computer. The specifics of the orders are indicated in just a few simple steps through this online process. The status of the order can be checked at this same online location right from the user’s desk.
Once the booklets are printed they need to be delivered to several locations. The underwriters are able to upload a mail list to the online ordering system and indicate exactly who the orders are to be delivered to and in what quantities. For example a typical distribution list would include sending: one sample to the underwriter, two samples to the field office and one copy to each of the business policyholders. All of these requirements are easily handled online through the patented (U.S. Patent No.: 6,615,234) NowPrint software solution and carried out by the production print shop, CGDS.
Implementation and Training
Several orders were tested through the system prior to rolling it out to be used by the underwriters. In November 2002, two representatives from CGDS held a training session with the eight underwriters who would be using the NowPrint online software.
Cathy Wynn is one of the underwriters at Canada Life who uses the NowPrint system. She went through the training and says the online ordering system is self-explanatory. With such a small group of users, it allowed CGDS and NowDocs to easily obtain feedback from all of the users as they started using the system. Cathy Wynn commented that there were a couple of bugs in the beginning, but they were addressed very quickly.
Wynn rates her experience as very good from the beginning to now and said “CGDS and NowDocs were very receptive to our needs and provided great customer service.”
System Usage
The Canada Life underwriters have high volume requirements. CGDS was able to meet those demands in considerably less time than the in-house copy center was able to handle. With the NowPrint online software and CGDS these orders are guaranteed within 4 days.
The usage from January to December of 2003 generated over 600,000 ordered booklets and 42.9 million impressions. August alone generated 72,239 ordered booklets. The average monthly volume totaled over 3.5 million impressions during the twelve month period.
This is all accomplished with orders that require custom binding and distribution to multiple recipients. With these types of requirements, Corporate Graphics Document Solutions and NowDocs were able to utilize their excellent customer service and the easy to use NowPrint online software to help Canada Life reduce the time and labor costs they were previously incurring. At the same time, the NowPrint software solution opened up opportunities to streamline their printing needs by offering solutions to their customization and multiple recipient requests.
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