Independent Research Firm Forrester Names Safeharbor Technology Corporation a Notable Vendor in E-ServiceSeattle, WA — June 1, 2006 — SafeHarbor Technology Corporation, a leading provider of intelligent customer support environments, today announced that Forrester Research, Inc., an independent technology and market research company, has included it as a Notable Vendor in its Forrester WaveTM e-Service Suites, Q2 2006 (Wave) report.
"We are honored to have been mentioned as a notable vendor by Forrester," said Blake Cahill, Vice President of Marketing. "This confirms the importance of our unique approach to e-Service and the viability of our offering in the competitive knowledge management and e-Services marketplace."
"Creating and maintaining content for Web self-service is hardly a core competency for most companies," states Forrester's John Ragsdale in the report, "and many Forrester clients note that after a year or more, authored knowledge bases require considerable maintenance."
SafeHarbor's SmartSupport™ 4.0 and other enterprise solutions tackle this challenge by building a continuous management process into Web self-service sites and related knowledge bases. SafeHarbor's SaaS e-Service knowledge management and Web self-service model, when combined with on-going content transformation services, delivers an 80% migration to Web self-service over 24 months, lowering customer support costs while increasing end-user satisfaction.
"The key to achieving these results is active management of the underlying content," said Cahill. "Rather than approach it as a search problem, our best practice of active content analysis ensures that content is improved, deleted, and made easier to find," said Cahill. "SafeHarbor tackles e-Service from the bottom up, creating unparalleled ease of use."
Also cited in the Wave are two key partners of SafeHarbor: Knova and ATG. SafeHarbor supplies content management services as part of these companies' complete service offerings.
About SafeHarbor Technology Corporation
SafeHarbor Technology Corporation designs and rapidly deploys online support environments that transform and optimize customer support interactions. Built on best-of-breed technology and implemented with a consultative approach, SafeHarbor's SmartSupport Solutions integrate knowledge management with Web self-service and multi-channel support services, enabling companies to increase self-service rates and reduce interaction costs while continuously improving the customer experience.
Since 1998, SafeHarbor has provided customer service and support solutions to businesses of all sizes and industries, including American Airlines, Cingular, Cox Communications, IBM, State of Washington, SunTrust Banks, TiVo, T-Mobile, Vizrea and Washington Mutual. For more information, please visit www.safeharbor.com.
About Forrester Research
Forrester Research (Nasdaq: FORR) is an independent technology and market research company that provides pragmatic and forward-thinking advice about technology's impact on business and consumers. For 22 years, Forrester has been a thought leader and trusted advisor, helping global clients lead in their markets through its research, consulting, events, and peer-to-peer executive programs. For more information, visit www.forrester.com.
SafeHarbor Technology Corporation Press Contact:
Blake Cahill
blake.cahill@safeharbor.com
(206) 922-5049
For more information about how SafeHarbor can help your company increase productivity, customer retention, satisfaction and loyalty—while reducing support costs—please contact us at:
