SafeHarbor launches data warehousing product
Data Deck™ gives comprehensive view of customers and in-depth analytic data

SATSOP, Wash. (May 16, 2001) — SafeHarbor Technology Corporation (www.safeharbor.com), today introduced its new data warehousing product, Data Deck™, to help companies better understand their customers' needs through support interactions. SafeHarbor provides Web-based customer support for companies worldwide.

With Data Deck, companies get the actual data from their customer support interactions. They also get analytic tools to improve product planning and customer service management. The data warehousing feature is the latest addition to SafeHarbor's Semaphore Service™, the company's Web-based customer and technical support solution.

"Loyal customers are a company's most valuable asset. Data Deck gives businesses a smarter way to track customers' needs and even anticipate future requirements," said Bo Wandell, president of SafeHarbor.

Data Deck is easy to use. It tracks service performance, provides customizable reports and drills down to minute-by-minute customer support activity with a click of the mouse.

"Data Deck gives a total view of a customer. It looks at every interaction from all points of contact with an end-user," said Wandell. "Sorting data isn't the sexiest part of doing business, but in those details provided by Data Deck are the keys to improving products, services and the bottom line."

Data Deck allows companies to access important customer data through their Web browser at any time. Data Deck reports can also be easily downloaded for real-time access to current, historical or trend customer data, at any desired level of detail.

Data Deck features:

• Delivers powerful analytical data for smarter decision-making, informed product planning and better customer service.
  
• Customer data can be sorted by customer, product, division, or any number of combinations, allowing businesses to track their customer activity.
  
• The data is captured across all support channels, including Web self-help, e-mail, chat and the telephone.
  
• Allows customized reporting, viewable in a Web browser, and downloadable in formats including Word, Excel, RTF, CSV and Crystal Report.

"In a multi-channel support environment, the ability to accumulate customer data throughout all support interactions and integrate it with internal data is a powerful way to measure the performance of a product or service," Wandell added. "What sets SafeHarbor apart is the ability of Data Deck to quickly give companies this in-depth customer information 24 hours per day, seven days a week."

It takes SafeHarbor eight weeks to build, launch and support a company's self-help site, which includes the data warehousing service. There is no separate fee for Data Deck, which is bundled as part of the SafeHarbor total customer service solution.

SafeHarbor uses graphics, screen shots and step-by-step instructions to help guide users to answers for complicated and technical questions. SafeHarbor's staff also provides live, one-to-one support through e-mail, chat and the telephone.

About SafeHarbor Technology Corporation
SafeHarbor Technology Corporation helps companies become more efficient with a smarter alternative to traditional one-to-one customer support. SafeHarbor's Semaphore Service™ provides integrated Web self-help and interactive customer and technical support. SafeHarbor's outsourced Web self-help solution is successful because it is graphical in nature. SafeHarbor's Knowledge Engineers construct and continuously update our clients' Knowledge Bases to answer their customers' commonly asked questions with easy-to-understand graphics and animation.

On average, 70 percent of our clients' end-users have their questions answered with Web self-help. The remaining 30 percent are answered by one-to-one contact--including Web case, chat, e-mail and phone. This success rate, together with SafeHarbor's monthly subscription-based pricing, helps clients control costs.

SafeHarbor's corporate headquarters are in Satsop, WA--90 miles southwest of Seattle. The company also has offices in Seattle, San Francisco, New York and London. To learn more, please visit www.safeharbor.com.

Press Contacts:
Kevin Keating
The Silver Company for SafeHarbor
(206) 624-0388
kevin@thesilvercompany.com

Sue Cummings
SafeHarbor Technology Corporation
(206) 922-5000
sue@safeharbor.com

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