The Customer:
ResortCom International (RCI), a service management company for resorts and timeshares, ensures high-quality vacations through timeshare for its three million members worldwide. The company provides many financial and operations services to the timeshare/vacation ownership and resort industry, and its range of amenities includes maintenance, fee billing and collections, merchant card services, member relations, club and HR management and concierge services. As a client-centric business, RCI is known for its reliability, customer service and high performance standards.
The Challenge:
The services provided by RCI require several mailings each week, from informational packets to “welcome kits” for new members to reservation confirmations. The company’s billing department alone sends out over 200,000 statements a year. In the past, RCI outsourced the printing and mailing of all of its US statements, a practice that had become increasingly expensive. RCI was outsourcing 28,000 documents a month and paying .43 cents per piece on postage, and was being drastically overcharged for paper and envelopes. The company was also riddled with returned mail, a problem that was negatively impacting both productivity and cash flow. Clearly, RCI needed to resort to a different mailing solution.
The Solution:
Raquel Burke, RCI’s production supervisor, called Neopost looking for a machine that could help provide a more efficient way of compiling and mailing RCI’s “welcome kits.” After considering Burke’s needs, Neopost representatives suggested Burke incorporate a series of Neopost mailing solutions to increase efficiency and help lower postal costs for their business. Burke was introduced to Neopost’s SI-92 folder inserter, its IJ-90 digital mailing system, as well as the company’s PrintMachine software.
The IJ-90 eliminated RCI’s need to outsource the printing and mailing of its statements, increasing mailing productivity with speeds up to 220 letters per minute, and in conjunction with the PrintMachine software, it presorts mail to ensure the highest level of USPS’ postage discounts. The software is also greatly reducing RCI’s returned mail by accurately formatting addresses and checking and updating them against USPS change of address information. The SI-92, with features like Optical Mark Recognition and centralized control settings, speeds up the processesing and ensures the security of RCI's many diverse mailings.
The Outcome:
According to RCI’s Burke, “I have to say that the two gentlemen that I have worked with at Neopost for the last few months with this project and its implementation have been absolutely wonderful. I’ve loved the equipment, and the technical support is always right there. I’m projecting that we will soon be saving approximately $7,500 a month on reduced outsourcing costs and postage costs with the Neopost equipment, as well as seeing great improvements in quality and time savings. We’re extremely happy that we made the switch over to Neopost.” RCI has clearly managed to directly address its problems with the right mailing decisions. “Yesterday we sent out about 1,800 statements within two hours,” said Burke. “The Neopost products and staff are absolutely wonderful.”