Case Study: Harley-Davidson Financial Services, Inc. achieves 50% fewer templates, faster updates and lower mailing costs with Topdown CLIENT LETTER

Harley-Davidson Trusts Topdown

Harley‑Davidson Financial Services, Inc. (HDFS) needed to modernize and centralize heavily regulated customer correspondence for its U.S. and Canadian retail financing customers. After relying on Microsoft Word templates stored on individual reps’ hard drives—with separate U.S. and Canadian versions, manual calculations for payment modifications, IT- and vendor-controlled changes that took weeks, and limited auditability—HDFS selected Topdown’s CLIENT LETTER customer communications management software to address these challenges.

Topdown implemented CLIENT LETTER in under two months, providing installation, training, consulting, and template conversion. The solution consolidated templates into a reusable component library (cutting template count by 50%), automated complex calculations, produced print-ready PDFs for batch mailing to reduce costs, and shifted template control to business users so changes now take hours instead of weeks—improving auditability, speeding time to market, and freeing resources.

Harley-Davidson Financial Services, Inc.