The Cincinnati-Tampa connection

Representatives of Cincom announced today that the City of Tampa’s Solid Waste Department has implemented the hosted version of contact center solution Cincom Systems Synchrony to improve customer service.

Tampa now replaces what is reportedly fifteen-year-old technology. Said City of Tampa Solid Waste Department deputy director of administration and finance Varghese Jacob: “It would take so long for our desktop screens to prompt us for a call that many of our customers would hang up before we ever got to answer.” Ouch.

With Synchrony, the department can now reportedly handle up to 500 calls per day and manage complaints through the system. Cleverly, Synchrony generates reports four times a day that itemize specific complaints in different geographies, resulting in resolutions within three hours or fewer.

Another benefit of hosted Synchrony, report Tampanians, is its ability to continue to manage incoming interactions, even when the physical location of the contact center may have to shut down. This is, as PR points out, important to a hurricane-prone city such as Tampa, Florida. Synchrony is hosted in Cincinnati, Ohio, where they have different problems.

The City of Tampa Solid Waste Department serves some 80,000 residential and commercial customers. Approximately 360,000 tons of solid waste are processed annually at its McKay Bay Refuse-to-Energy Facility and converted to electrical energy.

Late last week, Cincom Systems announced the opened of a shiny new office in Moscow, Russia, to serve the Commonwealth of Independent States region. "We feel it is the perfect timing for Cincom to enter the market in the CIS territory, as the market here is now reaching a maturity where local businesses need to move the customer experience to the next phase to take advantage of the significant opportunities which are present," said Jason Ayers, Cincom CIS director.

Founded in 1967, Cincinnati, Ohio-based Cincom delivers and supports software and services to streamline complex business processes. Among the Cincom client base are BMW, Citibank, Boeing, Northwestern Mutual, Federal Express, Ericsson, Penn State University, Milacron, Siemens, Rockwell Automation and Trane.