Stories

Author: Ville Hiltunen / Sales Executive
Date: 2025-01-30

Healthcare technology company focused on data and analytics uses Quadient to update neglected CCM

Challenge

A healthcare technology company had a legacy document management solution that was unable to produce consistent, cohesive customer communications. Nor was it able to support the security requirements of the government-mandated requirements.

Solution

The healthcare company replaced their disparate systems with modules from Quadient® Inspire Flex, including Designer, Automation, Content Manager, Production Server, Architect, and Postal Presort. Results The company is now able to manage and deliver consistent, reliable customer communications, in full compliance with the data security guidance set by FISMA.


A leading healthcare technology company leverages data and expertise to deliver solutions that accelerate the transformation of the healthcare system. Their proprietary healthcare platform facilitates over 15 billion healthcare transactions per year. Their customers include physicians, dentists, pharmacies, hospitals and laboratories, as well as government and commercial payer connections, a network that serves almost a quarter of the US population.

However, like the cobbler’s children who had no shoes, this healthcare company was working with an antiquated and disparate document composition platform to create their customers’ documents. Seen as ancillary to their data and analytic solutions, the company’s Customer Communications Management (CCM) software had not kept up with other leading-edge technology that they were deploying. To ensure proper messaging and compliance, they needed a consolidated, unified CCM solution.

Working in healthcare necessitates navigating strict regulations, including the guidelines for security standards laid out by the Federal Information Security Management Act (FISMA). The company’s legacy document composition platform was not able to meet government-

mandated requirements. To upgrade the security of their document processing environment they needed a new CCM solution.

Modernization brings it all together

The solution crafted by the Quadient team replaced the healthcare company’s existing

‘composition-to-print’ platform with a variety of modules from the Inspire Flex solution, including Designer, Automation, Content Manager, Production Server, Architect, and Postal Presort. To meet the requirements of the breadth of the company’s customer base, the Quadient team delivered over 70 multi-language templates.

Compliant, secure, and flexible

Since Quadient updated the healthcare company’s CCM, it has been able to assure clients who deal with the government that they are in full compliance with the data security guidance, which includes the ability to maintain a system security plan, implement security controls, conduct risk assessments and continuous monitoring, and provide certification and accreditation. As for its day-to-day communications, the company is now able to manage and deliver consistent, reliable customer communications through a single platform managing outbound communications. And because of the highly flexible nature of Quadient’s solution, the company is able to integrate it with other internal processes to maintain ongoing pre- and post-CCM requirements, which enables them to remain a successful, robust, healthcare technology company.

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