Redefining Business Engagement for one of the world’s largest Professional Services Firms


Meet our client:

The client is one of the world’s largest professional services firms specialising in risk management. They provide a wide range of strategic and operational risk management services across all global industries and employ more than 20,000 professionals throughout the world.
The partnership stretches back to 2001 when RRD was appointed to initially provide print management and reprographic services.

The challenge:

During 2007 the client approached the marketplace for a creative services partner to deliver improved onsite design solutions, and to support a global rebrand launch. Challenges included the ability to flex creative resources, the growing blend of online and traditional design production, the development of an innovative sales toolkit, and improving service effectiveness while addressing technical issues.

How RRD helped:

A dedicated team provides the client with a combination of creative, reprographic and print management services on site in London and Ipswich, supported by an offshore creative team in India.

The structure of the team has adapted to align with the client’s business needs, including the significant growth in digital design, media and online materials with the recruitment of an onsite specialist. An example of RRD’s changing service proposition is the recent development of an innovative and fully interactive flash presentation Request for Proposal (RFP) bid proposal for winning and retaining contracts, along with playing a key role in the development of sales 2.0 – a marketing toolbox helping the client to deliver organic growth and raising the game in every aspect of the way the client goes about selling to prospects.

As well as creative services, RRD provides reprographic services from two copy centres at client’s locations producing high-quality digital colour and mono documents along with binding capabilities. Working alongside the print procurement element this provides a truly integrated service.

RRD’s solution incorporates pre-media technology, digital asset management, soft-proofing and collaborative workflow. This enables end users to manage content and collaborate with RRD in real-time to view, annotate and approve content online and from any location.

For the first time it also provides access to a brand-approved central repository of marketing collateral, client reports and imagery. This has now been rolled out to over 300 associates across the globe leading to improved knowledge sharing and a simplified project management process. Implementing the digital asset management system has also led to consistent brand application across multiple platforms on a global basis, and allows the client access to a growing library of brand approved assets.

In addition, CustomPoint technology is used to provide a single entry point for the client to access various print management elements from specification entry and procurement, through to ordering and fulfilment.

Our results:

The RRD team has worked tirelessly to become a seamless extension of the client’s community, and following RRD’s ten year tenure the client has enjoyed year-on-year operating cost savings while establishing a scalable and effective delivery model.

Since 2007, when RRD extended its offering to include creative services, RRD has delivered on-going service improvements. This includes transformation initiatives such as the development of a technically strong and scalable onsite resource to cope with significant projects, such as a major brand refresh exercise. A new and dedicated offshore design resource, the implementation of MediaCompass and a studio restructure has led to greater control, higher quality and lower costs.

2011 saw the client win bronze at the league of American Communication Professionals Vision Awards for the design of an outstanding annual report. RRD’s onsite design team were instrumental in the design process.

With the implementation of onsite and offshore resources, along with the ability to cope with peaks in demand, RRD has reduced the cost of production significantly and increased productivity through improved processes. This has paved the way for the contract extension in 2010 to continue to provide services for a further five years.

Key performance indicators are continually met and exceeded including meeting the critical deadlines of all RFI’s, responding to a client’s job within four hours and consistently receiving an ‘excellent’ rating in client satisfaction surveys.

Client quote:

“RRD continually demonstrates innovation and flexibility, and their team has supported us in implementing the company’s strategy around the world.” Group Chief Marketing Officer

Commenting on the award-winning annual report, the senior Vice-President, Group Marketing and Communications, stated:

“This was just one of many excellent collaborations we’ve had with the RRD team – they are invaluable, highly competent and professional, and great to work with. Thank you.”