Case Study: Federal Reserve Bank of Minneapolis achieves 70% faster correspondence and end-to-end tracking with Topdown's CLIENT LETTER

Federal Reserve Bank of Minneapolis - Customer Case Study

The Federal Reserve Bank of Minneapolis faced an increasingly costly and error-prone correspondence operation: roughly 1,000 templates scattered across a 600-person staff, no quality‑assurance controls or audit trail, an unwieldy ~40‑step workflow, and no end‑to‑end tracking of mailed correspondence. To address these challenges the Bank selected Topdown and its CLIENT LETTER solution (with Ricoh print imaging and Neopost finishing partners) to replace the legacy, internally developed software.

Topdown’s Professional Services Group implemented CLIENT LETTER, consolidated templates into a managed, component‑based library, added QA controls and a complete audit trail, integrated with Siebel CRM, and created a centralized print/fulfillment loop with Ricoh and Neopost. The result: templates reduced to under 500, average letter completion time fell from over 15 minutes to under 5 minutes (≈70% faster), the workflow shrank from ~40 steps to 10 (~75% reduction), and the Bank gained attachment management, delivery tracking, and improved compliance and productivity.

Federal Reserve Bank of Minneapolis

Federal Reserve Bank of Minneapolis

IT Project Manager