Case Studies and Success Stories

Navy Mutual Aid Association

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The Challenge

Navy Mutual Aid Association (NMAA) was Founded in 1879 to provide life insurance and annuities to those members and families in the sea services.  Serving more than 140,000 members and their families, the ability to effectively communicate with their members was being hampered by an inefficient mailroom.  Inbound mail was being processed inconsistently causing delays in reaching staff members who could best respond to member requests.  Printing and mailing of statements and policies was becoming increasingly strained to keep pace with changing technology.  With security and confidentiality as a driving factor, NMAA sought out a better strategy.

Our Solution

After an 8 month review and evaluation process, ILM was selected to provide mailroom outsourcing and printing and mailing services.  NMAA adopted ILM’s automated workflow system for the transmission of digitized mail and outgoing documents to be printed and mailed.  Each business day, mail is collected from NMAA designated PO boxes, digitized and returned within 2 business days.  Outbound documents are printed in color, inserted into NMAA branded envelopes, reconciled then sent to the post office for delivery.  Active records logs keep track of all inbound and outbound documents providing insight and performance metrics.

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The Results

After a thorough onboarding and testing cycle, ILM is successfully meeting all service level requirements for inbound and outbound document processing.  This has opened up valuable office space to other activities and freed up NMAA personnel to work on other organizational priorities.

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