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Celent Names Cincom Eloquence Client WPS As 2009 Model Carrier

Worldwide software provider, Cincom Systems, announces that WPS Health Insurance, one of Wisconsin’s largest health insurers, has been named a Celent Model Carrier for its use of Cincom Eloquence document automation software to improve the speed, quality and relevancy of claims correspondence to more than nine-million customers.

When document volumes within its TRICARE division tripled, WPS realized that its mix of purchased and in-house-developed systems would not be adequate. WPS needed a more efficient system with the scalability to meet the increased demand and the flexibility to address strict Department of Defense requirements. They chose Cincom Eloquence document automation software.

Now with Cincom Eloquence, WPS can easily generate the over 4.5 million documents per year associated with its TRICARE claims ― with over 1.5 million of the documents being generated in real time while representatives are interacting with claimants on the phone.

Cincom Eloquence document automation software provided WPS with efficiency and reduced costs as well as:
• A single solution with the flexibility to meet real-time, interactive, document-generation requirements and the scalability to address growing batch production volumes
• An SOA-based solution to leverage WPS’ legacy investments as well as provide access to claims data stored in VSAM data structures
• A web-based user interface that is easy to learn, easy to use and empowers contact center personnel with the tools to quickly generate claimant documents “on the fly” while interacting with claimants on the phone
• An intuitive design environment that provides the tools for authors to easily manage and control access to document repositories, quickly update document models and enhance the professionalism and accuracy of all document communications ― batch and interactive
• Improved capabilities to speed response by reducing the number of clicks/steps

Celent is a research and consulting firm focused on the application of information technology in the global financial services industry. The Celent Model Carrier Report recognizes an insurance carrier’s effective use of technology in a certain area of business. The approach is to offer, at a high level, some key best practices in the use of technology across the product and policyholder life cycle (product definition, distribution, underwriting, policy administration, service, billing, claims and reinsurance) and in an IT infrastructure and management that a “model carrier” would use.