The City of Tampa Solid Waste department’s previous DOS-based system no longer supported its needs, resulting in numerous complaints from citizens about long wait times and "silence" when they were put on hold – complaints that were finding their way to the mayor’s office. Being located on a coast made the ability to function in an emergency a priority as well.

The existing system could handle 150 calls per day, but the city estimated their actual call volume at 350. But without Synchrony, they had no way to measure for certain. With Synchrony, they found that their actual incoming call volume is nearly 500 calls per day! Plus, because Cincom Synchrony is hosted off premise, it provides an inherent business continuity plan, allowing calls to be taken anywhere there is web access and a phone.