Case Study: EmblemHealth achieves a 50% template reduction and secure, automated communications with Topdown's CLIENT LETTER

EmblemHealth - Customer Case Study

EmblemHealth, a New York–based HMO serving 3.4 million people, faced an unwieldy customer communications process: roughly 2,000 scattered Word templates across nearly 3,000 desktops, manual copy/paste from SIEBEL and maxMC, no centralized audit trail, and risks to PII/PHI and regulatory compliance. To address this, EmblemHealth deployed Topdown’s CLIENT LETTER solution and engaged Topdown Professional Services to standardize and secure multichannel member communications.

Topdown consolidated and refactored templates into shared, componentized libraries, integrated CLIENT LETTER with SIEBEL and maxMC via web services, implemented role-based access, protected-data features and full history/audit trails, and automated many correspondence flows. The result: a 50% reduction in templates (~2,000 to ~1,000), an 88% cut in Medical Management templates (900 to 111), elimination of most manual processes and copy/paste, faster template administration, fewer errors, and stronger PII/PHI protection and compliance.

EmblemHealth

Andrea Andruk

Director