Too many tools, not enough control
Teams relied on whatever method worked at the moment. “There was no version control. Letters were being sent from desktops, stored in different places, and passed through multiple hands. It was inefficient and made true oversight nearly impossible,” shared Megan Roybal, Executive Assistant at REDW, and primary owner of creating and sending the bulk of REDW’s engagement letters.
As a result, personalization was minimal. Leadership had limited visibility across departments. Getting just one letter out could take a day or more. Some teams relied on document specialists to piece everything together, while others bypassed the process entirely.
Making Aiwyn the standard
The tax team led the charge for engagement letters. Megan’s directive to the team, “This is the new way we’re doing it.”
REDW was already using Aiwyn Payments to streamline invoicing and cash flow, and saw the potential to bring the same visibility and efficiency to engagement letters.
With Aiwyn’s Engagement Letter solution, REDW centralized the creation, approval, and tracking of engagement letters using standardized templates that auto-fill client information. For high-volume signature delivery, the firm continues to leverage SafeSend in parallel, uploading those letters into Aiwyn to keep everything – whether drafted, signed, or sent – stored in one centralized, trackable system.
No more ticket requests. No more back-and-forth. No more relying on specialists or partners to build documents manually. Moving to AIwyn Engagement Letters means the operations team now owns and controls the process and cross-trains staff to support every department.
Efficiency oversight and upstream revenue
Plenty of firms try to clean up their engagement letter process. Most don’t get far. REDW actually made it happen, and not just through incremental improvements. They overhauled how work gets done, reduced partner involvement, and delivered a smoother, more consistent experience to clients in the process.
REDW streamlined the engagement letter process so effectively that work once handled by a dedicated, 3-person team is now managed by admin staff in minutes instead of days.
Access, permissions, and visibility are built in. Everyone can see what’s been sent. Version control is enforced. Compliance risk is down.
What used to require multiple rounds of review and sign-off now happens behind the scenes, freeing principals to focus on higher-value work.
Change is easier with the right partner
Change management is never one-size-fits-all. At REDW, some departments like audit have been slower to adopt the new engagement letter process, largely due to familiar formatting tools, custom requirements, and understandable resistance to change.
But REDW hasn’t been navigating that shift alone.
When the team needed a way to include consent forms in tax engagement letters, Aiwyn delivered. When dynamic templates rose to the top of the team’s wish list, Aiwyn prioritized them. That responsiveness has made the difference.
“If you ask us again in October, even more of our feedback will be positive. Dynamic templates are going to unlock full adoption across the firm,” noted Diane.
From custom requests to long-term roadmap alignment, REDW’s relationship with Aiwyn has been less about software and more about shared problem-solving.
“We joke that we’re the problem child, but Aiwyn always listens,” said Desirae Astle, Technology Operations Coordinator at REDW. “ They don’t just tell us no. They help us figure out how we can do it.”
Partnership over platform
REDW is now rolling out Aiwyn Practice across the firm, seeing it as more than just another tool, but a continuation of a partnership that’s proven it can deliver. For a profession that’s long lacked a viable modern practice management solution at scale, it made sense to continue building with a team that listens, iterates, and delivers with enterprise firms in mind.
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