Contra Costa Times Improves Subscriber Satisfaction with Syncronex

Business Wire, June 25, 2002

Business Editors

Knight Ridder newspaper achieves significant cost savings

and improves efficiency of newspaper redelivery process

with Syncronex ViewPoint(TM) Dispatch Edition

Syncronex, Inc., an enterprise software company that provides Web and wireless access to critical business data, today announced that Contra Costa Times, part of the Knight Ridder family of newspapers, has implemented its ViewPoint software as an electronic dispatch solution to improve field communications.

CCT selected Syncronex because it wanted to improve the process and communication of subscriber complaints and its associated field response. The issue arises when a subscriber calls into the Knight Ridder Call Center, where customer service representatives receive complaints from customers and need to deploy field personnel quickly to respond to the complaint and verify that it was completed. Dale Oldford, Business Systems Manager at CCT explained: "The integration with our customer service system provided a complete solution that is a significant improvement over the automatic alphanumeric paging systems."

Using Syncronex, CCT has notably streamlined the communication process, resulting in shorter turn-around time and improved subscriber satisfaction. The solution implemented by CCT uses ViewPoint's unique combination of both web and wireless access to enterprise data to provide a single point of contact for each participant in the process. Complaints are logged into the system, viewed through a web interface by Call Center staff and communicated to field personnel through a wireless gateway. The communication process and status of the problem are managed easily with Syncronex' ViewPoint Dispatch Edition.

"Syncronex is a significant improvement over our current method and has resulted in both improved subscriber satisfaction, as well as cost savings for CCT. We looked at other options, but none of them were as cost effective as Syncronex", said Dan Smith, Circulation Director. "Syncronex also provided excellent customer support and consulting assistance throughout the implementation."

The Contra Costa Times is the 60th largest daily newspaper in the nation, serving the California counties of Contra Costa, Alameda and Solano in San Francisco's East Bay. Publisher of four daily and 11 weekly newspapers, the Contra Costa Times is owned by Knight Ridder (NYSE:KRI), the nation's second largest newspaper publisher.

About Syncronex

Syncronex, an enterprise software company based in Bellevue, WA, improves mobile workforce productivity by simplifying communication procedures and integrating enterprise data, voice and messaging through a single wireless device. Companies using Syncronex ViewPoint Dispatch Edition, can simplify the task of managing a mobile workforce with a low total cost of ownership software solution that can be implemented within 30 days. For more information please contact Syncronex at 877-796-2766 or visit www.syncronex.com.