A healthcare organization moved communication control from IT to its business teams

By moving correspondence onto a dedicated platform owned by its business teams, the organization removed IT from every routine change, cut operational costs by about 90%, and introduced Spanish communications in three weeks.

0
Templates migrated
~0%
Cost reduction
0 wks
Time to go-live

Client overview

This organization operates in healthcare and case management, supporting patients through complex claims and appeals processes. Communications play a central role in guiding patients, resolving cases, and giving clarity in high stakes situations.

Industry
Healthcare
Geography
Virginia, United States
Active patients & members
350K+
Annual comm. volume
7M+
Channels
Print and email
Core platforms
PEGA and Salesforce

The setup

Correspondence built inside core platforms

Correspondence operations were closely aligned with PEGA and Salesforce. Communication templates, rules, and delivery workflows were maintained within these systems as part of the case management process. Business and operations teams defined communication requirements, while IT teams managed template logic, deployments, and system updates.

Core platforms
PEGA and Salesforce held template logic and delivery rules
IT dependency
All updates, even minor wording changes, required IT involvement
Release cycles
~3 weeks per change due to deployment pipeline constraints
Business teams
Defined requirements but had no direct control over execution

The problem

Business teams owned the content. IT owned the changes.

Business teams were responsible for correspondence content, regulatory updates, and member messaging, but any change, even minor wording or template adjustments, required IT involvement and a full release cycle. Communication improvements moved at the pace of IT release cycles, making it difficult to respond quickly to content and regulatory changes.

01
Complete dependency on IT for all correspondence updates
02
Rigid deployment cycles of approximately three weeks per change
03
High operational costs due to dedicated technical resources for correspondence
04
Limited business team autonomy, with no ability to act independently on content changes
05
No practical multilingual support, Spanish communications not feasible under existing setup

The approach

Decoupling correspondence from core systems.

The organization implemented Perfect Doc Studio as a centralized correspondence platform, decoupling document creation and orchestration from PEGA and Salesforce. Instead of maintaining templates and logic inside transactional platforms, correspondence was managed through a dedicated communication layer, with updates, approvals, and delivery running independently while core systems continued to handle case management and member data.

Wk 1–2
Audit
Wk 3–6
Build
Wk 7
Test
Wk 8
Go-Live

Fully operational in 8 weeks

01
Business-owned correspondence
Business and operations teams managed templates and content directly, without relying on IT for day-to-day updates.
02
End-to-end orchestration outside core systems
Correspondence execution ran through Perfect Doc Studio while PEGA and Salesforce stayed focused on core workflows.
03
Mailroom automation for high-volume print
Automated batching, job monitoring, and orchestration improved visibility and reliability across print operations.
04
Multilingual communication capability
Spanish correspondence introduced, enabling communication in the preferred language for a significant portion of the audience.
~8 weeks
Implementation
400
Templates migrated
PEGA & Salesforce
Integrations
Spanish in ~3 wks
Language expansion

Results

Correspondence control back with the business.

Moving correspondence outside core systems removed the IT bottleneck, cut costs sharply, and gave business teams the autonomy to respond at the speed of their work.

2–3 hrs
Change deployment
  • IT dependency eliminated for all correspondence updates
  • Business teams fully own communication changes
  • Rigid three-week deployment cycles removed entirely
3 wks
Spanish rollout
  • Change deployment cut from ~3 weeks to 2–3 hours
  • Faster rollout of regulatory, content, and messaging updates
  • Spanish communications live in three weeks
~90%
Cost reduction
  • ~90% reduction in operational costs
  • Dedicated technical resources for correspondence eliminated
  • Core systems freed from customization overhead

Why it matters

Correspondence management moved directly into the hands of the business teams responsible for content and member communication. Routine updates, template changes, and new communication variants no longer waited on IT release cycles.

This streamlined day to day operations, reduced coordination effort across teams, and let communication improvements go live as soon as they were needed, while core systems continued to support their primary business functions.

Bring your regulated communications under your own control

See how Perfect Doc Studio replaces IT dependency and slow release cycles with governed, business owned delivery across print and digital.

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