Humana Boosts Member Satisfaction while Saving Millions in Customer Communication Costs with HP Exstream

HP Exstream software allowed Humana to better manage white space and blank pages in its SmartSummary RX documents, cutting production costs by up to an estimated $250,000 per month. The software allows Humana to combine communications into a single document when it makes sense to do so, which can reduce the company’s mailing costs. As one example: if a prescription drug comes off patent, Humana is required to notify its members. Today it might drop the notice into its SmartSummary RX, instead of mailing a separate notice. “Last year, we needed to send out new privacy notices to our members,” Nicholson says. “By integrating these types of communications into our SmartSummary RX statements, we have saved several million dollars per year since implementation, primarily in postage costs.”

Expanding to other documents

Today, Humana continues to transition other document production workflows into the HP Exstream environment. In five years, Humana has gone from one application to over 40 developed and supported through HP Exstream. “We substantiated our original decision to purchase HP Exstream by the benefits to our EOB statements,” Nicholson concludes. “The software delivered. We got the return we expected. Everything else is now icing on the cake.”