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Cambridge Integrated Services Group Implements First Notice Systems’ Call Center
Intake Platform via ASP Delivery

National risk management service provider increases flexibility of claim reporting call center while lowering IT burden

BOSTON, Mass. — February 25, 2003 — First Notice Systems, Inc., a leader in claim reporting solutions to the insurance industry, today announced that Cambridge Integrated Services Group, a claims and loss cost management service provider and a subsidiary of Aon Corporation (NYSE: AOC), has deployed First Notice’s ClaimCapture™, a Web-based software application, as its standard claim intake and customer service platform for all lines of business. Cambridge accesses the hosted ASP (Application Service Provider) delivery of ClaimCapture in its national claim reporting call center in order to easily collect, triage and distribute loss report information on a customized basis for each individual client program.

ClaimCapture’s object-based architecture and flexible rules engine improve the efficiency and responsiveness of Cambridge’s call center operations. With extensive customization possible at every level of an account hierarchy, the software allows Cambridge to easily create unique loss-reporting programs for new clients (down to the risk location) and quickly process change-requests for existing clients. ClaimCapture’s intuitive user interface and sophisticated, rules-based call flows shorten call times (and virtually eliminate after-call activity time), as well as reduce the training required for new customer service representatives (CSRs). And by accessing ClaimCapture via the Web, Cambridge gains the benefits of a world class application, backed by the expertise of First Notice’s IT staff, with little technical effort or investment of its own. As is typical with ASP solutions, Cambridge pays strictly for its usage of the software on a per-transaction basis.

“Our loss reporting call center triggers our entire claims operations. It’s critical to have a system in place that efficiently captures and distributes loss information according to the unique requirements of each of our clients,” said John Shea, Managing Director & Chief Operating Officer - Field Claim Services at Cambridge Integrated Services Group. “By using ClaimCapture, new client implementation times are reduced significantly. In addition, we can leverage First Notice’s strategic third-party technology and network partnerships to achieve a more fully integrated reporting process. And best of all, we didn’t have to dedicate an IT development group to build the software or support it.”

First Notice hosts its ASP environment at a secure AT&T Co-Location facility that connects to client call centers via dedicated lines. Client CSRs simply access the software through their desktop Web browser. All ASP clients have their own support environment hosted at First Notice headquarters in Boston. Program modifications, including data edits and business logic changes, are handled by First Notice’s team of account managers, business analysts and IT specialists.

The Hybrid Model

All ASP clients can leverage First Notice’s call center outsourcing services available 24 hours a day, 7 days a week to supplement their use of ClaimCapture in their own call centers. In this hybrid model, clients use their own CSRs to handle incoming claim reporting calls during routine business hours and route calls to First Notice’s three call centers at night, on weekends and/or during peak periods. By doing so, they minimize staffing challenges at unpredictable times. Regardless of where calls are routed, clients using the hybrid model maintain business continuity by having all their calls processed through the same front-end user interface and distribution engine. This hybrid option maximizes a client’s operating efficiency while ensuring superior customer service.

“Risk management organizations like Cambridge are looking to run their operations more cost effectively without sacrificing customer service,” said Will Fulton, President of First Notice Systems. “Our solutions help achieve this by easing account setups and program changes and by facilitating seamless integration with managed care services. First Notice focuses on treating loss reports as more than mere transactions—we view them as a critical piece of operations that, when performed properly, favorably impact downstream claim activities and save money for insurers.”

About First Notice Systems

Founded in 1993, First Notice Systems (www.firstnotice.com) is the premier provider of claim reporting and customer service solutions to the insurance and healthcare industries. First Notice connects insurance carriers, third-party administrators and healthcare organizations with their customers through a combination of call center outsourcing services and rules-based Web technology. With headquarters in Boston, MA, First Notice Systems, Inc. is a wholly-owned subsidiary of Concentra Inc. Concentra is a leading healthcare company offering a broad range of products and services that provide quality patient care for work-related injuries and that manage the rising costs of healthcare and workers’ compensation. Concentra serves the occupational healthcare, group health and auto/liability markets. “Concentra” is a registered trademark of Concentra Operating Corporation (www.concentra.com).