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What sets us apart?

References and case study summaries demonstrating commitment, responsiveness, creativity collaboration, retention and dedication to customer service.

 

Fidelity is a true business partner for Brookdale. I have been impressed by how important our needs are and by how much personal effort goes into making us successful. ...I have never seen an organization more focused on customer service. I feel honored to be able to work with such a dedicated vendor."

Cindy Baier | President and CEO, Brookdale Senior Living
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REFERENCES
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1.Neira Ahmespahic, Marketing Operations Manager, Brookdale Senior Living, nahmespahic1@brookdale.com

1.Thomas Brandt, Senior Account Manager, Brookdale Senior Living. tbrandt@brookdale.com

1.Rick Russell, Content Project Manager, Brookdale Senior Living. rrussell3@brookdale.com

1.Lori Anne Parker-Danley, Ph.D., Director, Patient Education, Vanderbilt Health. lori.anne.parker-danley@vumc.org

1.Ricky Perkins, Chief Marketing Consultant, Great Southern Wood Preserving (Yellawood).rperkins@perkinsconsultingtn.com

1.Patrick McGee, Regional Marketing Director, Yellawood. pmcgee@yellawood.com

1.Jennifer Lynch, CPRP, CDR, AVE, Provider Recruitment, ScionHealth. jennifer.lynch@scionhealth.com

Matthew Léger, Manager, Workplace Services, Marriott International. matthew.leger@marriott.com

1.Giuliana Vaca-Tricerri, Events Manager, Sound Physicians, gvacatricerri@soundphysicians.com

Great Minds and a rebranding dilemma

Problem timeframe: 2022-2023

Customer Since: 2014

Problem: Create custom spot color pallets for each production line and produce digitally in CMYK with precise color matching. 

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Solution: Fidelity printed test sheets for each color in each product line based on customer CMYK builds.

Our team met with GM design team and discussed color adjustments.  Fidelity rebuilt the color percentages, reprinted tests and reevaluated with GM. We repeated the process fine tuning the builds over a period of months until all were satisfied. 

Fidelity then renamed each CMYK build as a particular spot color, printed a customer swatch book for the GM design team and integrated the spot colors into their design software.

Next, we engineered the software on our digital presses to search each print file for these specific spot color names, make the necessary CMYK conversion to produce consistent and precise branding on each physical product.

Swatch book and physical samples , and detailed case study available on request.

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Brookdale Senior Living: Triple Integration

Problem timeframe: 2019

Customer Since: 2001

Problem: Brookdale had grandfathered in an internal marketing platform setup with a secondary vendor that resided outside of Fidelity’s portal, which we had previously integrated with COUPA.. The other vendor did not have the capability to link to COUPA. Brookdale wanted to keep the interface due to some communities' familiarity of its use. They requested that we take over production and management of materials on that platform, link that platform to ours and then tie it all together inside of COUPA

Solution: Fidelity collaborated with Brookdale’s procurement team and COUPA to develop an API to successfully connect and three platforms.

The effort required substantial development, recoding and item duplication on the back end, but was seamlessly rolled out to the users with no interruption in service. From the users’ perspectives, nothing had changed and no corporate communication or re-education was needed. Documentation, details and a complete case study available on request.

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Vanderbilt Health: A portal for every employee

Problem timeframe: 2023

Customer Since: 2014

Problem: Vanderbilt wanted to give access to its 20,000 plus employees to order print collateral promoting its new My Health at Vanderbilt Patient Portal. How to create a simple online ordering system anyone could use without requiring security and credentials needed for their standard portal and limiting access to only a few specific items. And they wanted it available immediately or as soon as humanly possible.

Vanderbilt Health

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Solution: We immediately realized that the build for this request resembled a B2C system more than the B2C systems we routinely created and managed. Rather than wasting time attempting to find a way to squeeze their request into our existing framework, we immediately threw out B2B experience and brainstormed other software solutions that could more easily fulfill the need. First, we recommended, had approved and secured a simple URL.

Next, we sourced a simple ecommerce solution, uploaded the requested materials and tied the backend of the system into our existing workflow and billing system. Unfortunately, we were not able to have the site available to launch immediately, but we did have it online, tested and ready for roll out in three days.

Documentation, details and a complete case study available on request.

Marriott International: Variable Foil Stamping

Problem timeframe: 2022

Customer Since: 2009

Problem: Tony Capuano, President and CEO, wanted a special certificate to honor certain team members who distinguished themselves within the organization. The difficulty was that he insisted that the individual's name be in GOLD FOIL. Not gold ink, not even metallic gold toner.
Given then number of certificates involved, the process would be prohibitively expensive. A stamping die would need to be made for each recipient name and then foil stamped on a preprinted certificate.

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Solution: Our production team brainstormed on possible ways to achieve the effect without the costs of hundreds of stamping dies that would only be used once.

We talked to competitors, specialists in engraving and foil stamping and did an exhaustive search online for potential solutions. Since 2009, Fidelity had maintained a special relationship with Marriott International. At that time, by coincidence and referrals, we were asked to do private , secure and personal job for the Marriott family. Our relationship is such that they did not care if we found a solution in house or through a third party. They just count on us to find solutions.

We finally came up with an idea. We purchased gold foil metallic paper and using our spot color unit on one of our digital presses. We set the background color as full bleed white, reversed out the name so it would remain as a gold foil and overprinted the remaining information in CMYK on top of the flood white background. Samples and process details available on request.

EES: Event material damaged in transit.

Problem timeframe: 2020 the services Fidelity offers.

Customer Since: 2007

Problem: EES, a relatively new customer for Fidelity, manages corporate events throughout the US. Last year, they became a great partner requiring fast turnaround on large and grand format items and displays for timed events. In February, they were handling a Leadership Meeting in Dallas for another customer of ours, Lifepoint Health. While setting up the display materials the day prior to the event, they found that FedEx has damaged some display boards in transit. They called Fidelity to see if there was anything we could do.

 
EES Logo

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Solution: Obviously, reprinting the boards was not an issue. We immediately fired up several of our wide format presses and had the materials rerun within the hour.

The real problem was getting them to Dallas in time. Given their size, the damage previously caused by FedEx and the AM meeting start the following day, conventional transport was a bad option.
Instead, our CEO (who doubles as a humanitarian and antii-human trafficking pilot during his PTO) loaded them on his plane, flew them to Love Field in Dallas and borrowed a crew care from the FBO to deliver them to the hotel (in good shape) that same evening

Sound Physicians: Tradeshow Headaches.

Problem timeframe: 2020 the services Fidelity offers.

Customer Since: 2007

Problem: Sound Physicians participates in a large number of trade shows each year both to recruit physicians and medical personnel and to market their services to potential clients. These two functions were handled by different divisions but supported by the Marketing Event Coordination division. They were frequently frustrated with the timeliness, accuracy and customer service of their support vendor and asked if we would be willing to take over the production, warehousing and distribution of the event materials AND to incorporate the ordering process to an already existing portal in a way to ensure that materials from one division could not inadvertently be ordered by the wrong division.

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Solution: Thanks to the successful implementation of our PPE distribution system for Brookdale, and the experience it provided, taking on the warehousing and distribution of the trade show materials was not a problem.

While Sound Physicians had already been a partner of Fidelity for over 10 years, they were not aware that we had expanded our capabilities to include grand format display production.

Financially, we were able to save them money in both departments. The software tweaks needed to isolate and protect the different divisions from the different items were simple routine within the existing portal.
It did highlight a problem in our own customer communications. Since that time, we have made every effort to ensure our partners are aware of ALL of Problem timeframe: 2020 the services Fidelity offers.

Brookdale Senior Living: literally life and death situation.

Problem timeframe: 2020-2022

Customer Since: 2001

Problem: Early in the Pandemic, the CEO of Brookdale had the foresight to direct the procurement team to order massive amounts of PPE from global sources. In early March of 2020, these items began arriving at corporate HQ in mass, and unlike items sourced from conventional medical supply providers, these lacked conventional packing, identification markets, English labeling, etc. They also had little experience of distributing the products to their 800+ communities in the field.

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Solution: Since Fidelity already had a corporate wide distribution system in place for print and marketing materials, Brookdale turned to us for help. Fidelity immediately (same day) sent trucks to corporate HQ to bring the unorganized PPE material to our warehouse.

Our team unpacked, inspected, counted, organized, repacked, labeled, and assigned a fictious SKU for each item, anticipating subsequent streps.

We were then asked to develop a software solution to integrate all the PPE items (over 100 different types and millions of dollars’ worth of inventory) into the interface communities with which communities were familiar. Within the week Fidelity completed the initial inventory and software integration and began shipping PPE to the field. During the peak of the Pandemic Fidelity set up direct routing with FedEx at BNA and worked 24/7/365 fulfilling orders from communities the same day they were placed while continuing to receive disorganized supplies from Mexico and China.

The value of the PPE and crisis mentality of the time required us to vastly increase content insurance, install an upgraded digital security system and engage armed security during part of the pandemic. Documentation, details and a complete case study available on request.