EmblemHealth, the largest health insurer based in New York, has selected Client Letter from Top Down Systems Corporation as its document automation solution. Top Down Systems is a leading provider of customer correspondence software to the insurance, financial and utility markets.

EmblemHealth serves nearly 3.4 million people with approximately 106,000 providers in nearly 172,000 locations across the tristate region. The nonprofit organization strives for operational excellence and continuous improvement of the customer experience. With these goals in mind, EmblemHealth conducted a competitive search for a document automation solution. It chose Client Letter because it met all business requirements, plus offered additional functionality.

Client Letter will be rolled out to the entire enterprise, with users totaling over 2,000. The first rollout to case managers and care managers in the Managed Care department brought a significant increase in document production. Further rollouts are planned for the Medical Management, Customer Service and Claims departments.

“We are working hard to improve the customer experience at every point of contact. Client Letter is strongly tied to this goal. In the first rollout, we have already seen improvements in the accuracy of our customer correspondence,” said Kathy Walsh, Director, Health Care Operations, EmblemHealth.

In 2008, EmblemHealth responded to almost 7.5 million calls, resolving 92 percent on initial contact. With such a demand, it is imperative that representatives can immediately access past correspondence as well as generate documents on demand. Client Letter provides this type of functionality, as well as the ability to electronically distribute customer correspondence, if requested.

Top Down Systems’ Professional Services Group (PSG) will be working with EmblemHealth to provide implementation and business process consulting services. PSG services involve helping clients define best practices, eliminate manual processes, reduce template inventory and define and implement quality assurance controls.

“I have to say that one of the best features has been working with Top Down Systems’ support team. They have been extremely helpful in working with our internal team to help us maximize Client Letter’s features and functionality,” said Walsh.

PSG will help EmblemHealth:

• Analyze documents and workflow processes to optimize customer correspondence production
• Create business logic and document workflow automation to eliminate manual processes and human error
• Establish quality assurance procedures to ensure accurate form and content of customer communications

“We are very pleased that EmblemHealth chose Client Letter as its document automation solution,” said Dennis Birke, president, Top Down Systems. “Our companies share a common goal to continuously strive to improve the customer experience at every point of contact. Client Letter will provide an intuitive, single-source customer correspondence solution that will support their growing client base and customer service goals.”

About Top Down Systems

Top Down Systems specializes in delivering customer correspondence and document automation to the insurance, financial, merchandising and utility markets. With clients producing over one million documents a day, Top Down Systems document automation solution, Client Letter, enables companies to derive increased efficiency and improved workflows for all of their customer correspondence needs. Founded in 1979, Top Down Systems has been meeting enterprise customer correspondence needs for 30 years by delivering solutions that provide the scalability and flexibility organizations need in order to be competitive in today’s market. Top Down Systems is headquartered in Rockville, Maryland. For more information, visit www.topdownsystems.com.