Cigna-Look, Ma, No Hands!

"We've got our systems so automated that when an order comes in to ship 500 books, the whole thing drops into the demand print queue automatically," he says. "We don't interface with it at all, and frequently we put those books out the same day."

The books that Panhorst refers to are benefit books that detail Cigna's insurance, health care and investment plans—and with more than 12,000 different benefit books in existence, automation has proved to be a very good thing.