Web Self-Service Leader Enables Uninterrupted Access to Current Data with Global Link Replacement Services

Seattle, WA — April 17, 2008 — SafeHarbor Technology Corporation, expert at moving customer service to the Web, announced the completion of a significant project for one of its key clients. The project ensures that call center agents have uninterrupted access to the most current information in the company’s online databases.

SafeHarbor’s client was experiencing many changes—internally and externally—including use of new terminology and renaming of departments that led to breakage of external content links. These types of changes significantly impact a knowledgebase, and must be updated in real-time for call center agents to quickly access accurate information. Using global link replacement services, SafeHarbor seamlessly transitioned new knowledge into the database to ensure there were no broken links or disruption to operations. The project was even more challenging as it was installed during the migration of a large repository of forms from an old system to a new platform

Keeping information accurate and accessible is a vital element in any customer service program to ensure that call center agents can provide customers with the most current information. SafeHarbor uses a combination of software and services to create web environments that provide immediate access to information, supported by easy-to-find links that can be specifically personalized for client needs. Knowledgebase management and hosting services also round out SafeHarbor’s offerings.

“SafeHarbor brought the expertise and understanding to ensure that our client’s call center agents have the most accurate data to provide to customers,” said Dianne West, vice president of sales, SafeHarbor Technology Corporation. “As a result, our client’s customers receive the information they need more quickly and are far more satisfied with the service they receive.”

About SafeHarbor Technology Corporation
SafeHarbor Technology Corporation is expert at moving customer service to the Web. SafeHarbor partners with clients to create a culture of self service through technology and business practices.

SafeHarbor’s fast, flexible and focused solution improves self service information so customers can find answers to questions via the web instead of placing a customer service call. This results in lower support costs, higher user satisfaction levels and solves the challenges faced by companies with complex product lines and diverse user groups.

Since 1998, SafeHarbor has provided support solutions to businesses of all sizes and industries, including American Airlines, IBM, T-Mobile, Washington Mutual, the State of Washington and SunTrust Banks.

For more information, please visit www.safeharbor.com.

SafeHarbor Technology Corporation Press Contact:
Harry A. Thomas
360-482-1529
harry.thomas@safeharbor.com