When Humana Inc. began looking for electronic billing software, it narrowed a field of five or six vendors down to two or three finalists.Then, the health insurance giant called Gartner Inc., a Stamford, Conn.-based technology research and advisory firm, and asked for advice. Gartner suggested edocs Inc., Natick, Mass., as a worthy addition to the search.

In the end, there were two finalists. "Our decision was made based on one word: responsiveness," says Tony Frerman, systems manager for premium billing in the information technology department of Louisville, Ky.-based Humana Inc.

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