Topdown Demonstrates How INTOUCH Improves Employee and Customer Experience for Health Insurers at BCBS 2017 National Summit

New Cloud-Based Customer Communications Management Solution Extends Digital Customer Experience (CX) Architecture to Claims, Member Management, and Lines of Business

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Using INTOUCH in a claims-related customer journey.

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ORLANDO, Fla.--()--Topdown, a leading developer of Customer Communications Management (CCM) solutions for health payers, today demonstrated how INTOUCH®, the company’s recently-launched cloud (SaaS) solution, increases efficiency and improves customer experience for health insurers. With its flexible enterprise-grade architecture and intuitive consumer-grade user interface, INTOUCH enables health insurers to efficiently provide communications over almost any channel, whether a staffed contact center or self-service option such as customer portal, chatbot or other automated customer touchpoint.

Health insurers are looking for increased flexibility from their business technologies and enterprise architecture. Legacy systems have been holding back digital transformation efforts and security concerns have slowed cloud adoption, which puts most health insurer customer experiences well behind other industries. Topdown helps health payers leap forward with INTOUCH, a secure, cloud-based CCM solution able to meet rapidly evolving regulatory and customer demands.


  • Simple — Business users create and manage communications without help, delays or chargebacks from IT.
  • Powerful — All the functionality you would expect from an enterprise-grade CCM solution, with a consumer-like user experience that maximizes productivity.
  • Flexible — The containerized, microservices-based architecture uses open standards and RESTful APIs to integrate with the rest of your enterprise architecture.
  • Secure — INTOUCH supports the latest protocols, standards and practices, which means customer data is secure in use, at rest and in transit.
  • Affordable — Pricing starts at $2,500 per month for all product features and unlimited communication templates, so INTOUCH won’t bust your budget.

Dennis Birke, founder and President of Topdown, explains, “Health payers need to increase operational efficiency while improving customer experience. INTOUCH helps them do both. For payers looking to increase the efficiency of employee-generated communications, INTOUCH provides a contextual user interface that minimizes the amount of time required to send each communication. For insurers looking to enhance customer self-service options, including using artificial intelligence or chatbots, INTOUCH offers a simple user interface, guided processes, an open content repository and open APIs so that communications are always consistent and compliant and look great whether provided via mobile, web, email or printed and mailed.”

More than half of Topdown customers are health insurers. The company gathered requirements for INTOUCH from current users, industry experts and analysts. Here’s what two of them have to say about INTOUCH:

Gerald Edwards, formerly head of content management for EmblemHealth and now Chief Technical Officer for The Sourcing Group, a managed print service provider: “It’s very important for a Customer Communications Management solution to be built using microservices. The containerized, microservices-based INTOUCH architecture is highly flexible, scalable and secure. If you’re looking for a new CCM solution, INTOUCH is a prime candidate for consideration.”

Tom Benton, Vice President of Research and Consulting with analyst firm Novarica: “A modern customer communication solution needs to have multichannel document authoring and workflow capabilities. Solutions like INTOUCH that have these capabilities are a good fit for insurers looking to improve their digital customer experience.”

Craig Le Clair, Vice President and Principal Analyst at Forrester Research serving enterprise architecture professionals, has been looking into the future of CCM and has been studying Robotic Process Automation (RPA). In recent research, Le Clair recommended replacing legacy on-premise systems and migrating to the cloud for better data integration capabilities; modernizing business processes and increasing self-service options like chatbots and portals to improve customer experience; and moving to CCM systems supporting on-demand and real-time customer communications across marketing, lines of business and customer service. Le Clair recognized INTOUCH in the most recent Forrester Wave on CCM as, “a completely new approach to CCM for sharing data, content and processes across organizations.”

Topdown will be demonstrating INTOUCH May 10th and 11th in booth #812 at the Blue Cross Blue Shield 2017 National Summit. Additional information about INTOUCH is available from the company’s website:

About Topdown

Topdown provides customer communication management software and services to organizations looking to provide the best possible customer experience during high-value customer journeys.


Top Down Systems Corporation
John Zimmerer
Senior Director of Marketing
301-417-9660 x129

Release Summary

INTOUCH, the new cloud-based Customer Communications Management (CCM) solution from Topdown, helps health insurers improve employee and customer experience.



Top Down Systems Corporation
John Zimmerer
Senior Director of Marketing
301-417-9660 x129