Health Advocate Implements Cincom Synchrony Call Center Software to Deliver Highly Personalized Advocacy Service (email this article)

CINCINNATI, Ohio, September 11, 2006 -- Cincom Systems (Company Profile, Past Stories, Case Studies) today announced that Health Advocate has implemented Cincom Synchrony T software as the core technology in its rapidly expanding call center. Health Advocate (HA) is a national advocacy and assistance company whose mission is to help members deal with the complexities of healthcare and insurance. By implementing Synchrony in its call center, HA is able to deliver trusted advocacy for its members by making its team of healthcare professionals (including doctors, nurses, and insurance-industry veterans) as productive and efficient as possible.

HA selected Cincom Synchrony - which simplifies the call center by uniting an intelligent agent desktop with multi-channel interaction management - after extensive research of offerings from competing vendors. "We ultimately selected Synchrony as our call center software for its ability to present in a single desktop all of the content and resources our agents need to interact with our members," commented Kelly Johnston, Chief Operations Officer at HA. "We are able to maximize our time on the telephone with each client rather than going through time-intensive customer look-ups, interaction history, and content research. Plus, Synchrony's scalability has enabled us to keep up with our uncharted growth."

Since its inception in 2001, HA has grown rapidly and expects to increase the number of advocates in its call center by 50% in 2006. With Synchrony, it has been simple to add advocates, and training is greatly simplified because all back-end systems and applications are presented through Synchrony's unified agent desktop, eliminating the need to master multiple systems.

Because of the company's rapid growth and limited internal IT resources, HA needed to work with a company that would partner as a virtual extension of its business, and Cincom had a long history and reputation for service. With Cincom Synchrony, HA was able to take advantage of the robust features and capabilities of Synchrony, but without a huge investment in hardware, software, and personnel resources to support it.

Since implementing Synchrony, HA has reaped numerous benefits including productivity and efficiency improvements. *The ratio of advocates to subscribers has decreased by 50%

*New-case entry time has decreased by 21% due in part to faster customer searches that have dropped from minutes to seconds. The ability to track all activity and time associated with each case helps HA provide better service as well as understand and manage the business. Synchrony call center software automatically presents all case activity on the unified desktop so the advocates have a complete view of the client and are more productive.

*HA has also been able to accommodate a 24x7 service offering by using Synchrony's remote agent capability.

Marty Rosen, Chief Marketing Officer at HA, appreciates the value of Synchrony in delivering the company's promise of highly personalized service. "It's like calling 9-1-1. We're not an emergency service, but when someone has an issue with the healthcare system, to that individual, our service is critical. Synchrony is enabling us to support our client's needs."

About Health Advocate, Inc.
Health Advocate was founded to help employers and other organizations and their respective employees better navigate the clinical and administrative complexities of the nation's healthcare and insurance systems. The company currently serves more than 3.7 million Americans nation-wide through its relationships with more than 1,000 employers, unions, third-party administrators, and insurers. Health Advocate offers its clients a broad spectrum of time- and money-saving advocacy and assistance solutions. Health Advocate, a privately held company, is headquartered in suburban Philadelphia and has regional sales offices in New York City, Connecticut, Delaware/Maryland, Washington DC/Virginia, Atlanta, Boston, and California. More information can be found at www.healthadvocate.com.

About Cincom Systems
Cincom delivers and supports innovative software and services to simplify complex business processes. For nearly 40 years, we have empowered thousands of clients worldwide to transform their businesses and outperform the competition by providing ways to increase revenue, control cost, minimize risk, and achieve rapid ROI.

Cincom serves clients on six continents including BMW, Citibank, Boeing, Northwestern Mutual, Federal Express, Ericsson, Penn State University, Milacron, Siemens, Rockwell Automation, and Trane. For more information about Cincom's products and services, contact Cincom at 1-800-2CINCOM (USA only), send an e-mail to info@cincom.com, or visit the company's website at www.cincom.com.