SafeHarbor Technology launches Online Banking Support Services 3.0
New SafeHarbor white paper outlines best practices for online banking support

Las Vegas, March 31, 2003 — Leading Web self-service support provider SafeHarbor Technology Corporation (www.safeharbor.com) today launched Online Banking Support Services 3.0, a new version of its customer and technical support solution customized and priced for online banking environments.

The announcement was made at the BAI SmartTactics conference in Las Vegas, where SafeHarbor also released its latest white paper, entitled "To improve online banking, improve online banking support."

SafeHarbor Online Banking Support Services 3.0 is a complete Web self-service support environment customized for each banking client. SafeHarbor can deploy the support environment in as little as eight weeks and deliver support as a service on an ongoing basis. Currently, SafeHarbor manages Web self-service support environments for two leading U.S. banks, Washington Mutual and SunTrust Banks.

"While banks can achieve significant convenience and efficiency improvements with online banking, they are struggling to answer a whole new set of customer and technical support questions for their customers related to the online banking applications, connectivity and browser issues," according to Bo Wandell, SafeHarbor's president. "By deploying custom, easy to use and continually updated Web self-service support to compliment the online banking application, banks can increase user adoption and customer satisfaction at a lower cost."

SafeHarbor's Online Banking Support Services 3.0 integrates the company's Analytics platform, a customer data warehouse and analytic tool-set used to track and analyze customer behavior throughout their Web and assisted support interactions. SafeHarbor experts then use this information to continually optimize the Web self-service environment.

SafeHarbor's latest white paper on Web self-service for online banking outlines current banking trends and the specific challenges banks are facing with online banking. The white paper also details best practices for Web self-service online banking support.

According to the white paper, which can be found at www.safeharbor.com, a successful Web self-service environment must have the following components:

• Easy to use and navigate
• Show versus tell
• Not just FAQs — provide a complete Web self-service support environment
• Continually updated and optimized for usability and relevance
• Powerful analytics that track customer interactions
• Integrated with assisted support channels
• Personalize the experience
• Educate users on the Web support environment
• Measure satisfaction and support environment performance

SafeHarbor's Bo Wandell and SunTrust Banks' Senior Vice President of Internet & eBusiness Monica Champion will be jointly presenting at the BAI SmartTactics conference. Their presentation, entitled "Using Internet Banking Support to Improve Satisfaction and Lower Cost," will be held at 11:15 a.m. on March 31, 2003.

About SafeHarbor Technology Corp.
SafeHarbor is the leading provider of Web self-service customer technical support. A business process outsourcer, SafeHarbor is the only company that provides Web support as an ongoing service, integrating self-service with analytics and assisted support. SafeHarbor Support Services 3.0 is proven to reduce cost and time to market, while improving satisfaction. For a typical client, self-service adoption rises 304% in the first 9 months after launching SafeHarbor's Web support environment. SafeHarbor is the only company that creates, manages and continuously optimizes multiple Web self-service environments for large corporations that interact with customers, employees, customer service agents or partners online. The company's Web self-service delivers dramatic — and immediate — ROI for clients such as Washington Mutual Bank, American Airlines and NTT/Verio. SafeHarbor is an IBM Premier Business Partner under IBM's PartnerWorld xSP Prime for Service Providers initiative. For more information go to www.safeharbor.com.

Press Contacts:
Margaret Dawson
The Silver Company
(206) 624-0388
margaret@thesilvercompany.com

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

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