2. C OMPANY
O VERVIEW
Since ’98, provided hundreds of custom knowledge
solutions implementations to range of companies
Provider of knowledge applications that dramatically
improves contact deflection rates, customization
and lowers customer support costs
In-house staff of knowledge solutions specialist
Dedicated customer management and analytics
team
Software development team that continues
improves solutions on a proprietary software
platform
3. AT S AFEHARBOR ,WE OPTIMIZE AND SEAMLESSLY
DELIVER OUR CLIENTS ' KNOWLEDGE BASE TO A BROAD
ARRAY OF USER GROUPS .
4. P RODUCTS
& S ERVICES
Enterprise class solutions, flexible customization and
efficient data conversions while eliminating in-house
training and support costs
Safeharbor provides fully managed knowledge solutions to
companies looking to empower customer service
Professional Services
Database migration and/or consolidation
Knowledge site analysis and recommendations
Content assessment and enhancement (taxonomy, standardization,
graphical improvement)
5. T ECHNOLOGY
P LATFORM
Workflow
Proprietary Interfaces
Development Environment
Hosted Infrastructure
6. S MART S UPPORT 4.0
Is a fully managed knowledge solution developed
on a proprietary software platform featuring:
Knowledge engineers and robust tracking feature for
continues improvement
Supports Multimedia formats for web, mobile, video, etc.
Robust knowledge search
Integrates third party applications (survey applications,
localization)
API interface with CRM and Portal solutions
Seamless corporate brand integration
7. S MART S UPPORT
A DVANTAGES
Rapid
Implementation in 8-12 weeks
Average ROI is 6 months
Flexible
Minimal investment (HW, SW and Training)
Dynamic & Scalable
Personalized customer experience
Focused
Knowledge solutions is all we do
Proven solution reduces costs at all touch points
8. COMPARISON TO
S MART S UPPORT
Build it Buy Software SmartSupport
In House Manage In-House 4.0
Hardware Requires Hardware – servers, storage, load balancers – SAS 70 Certified
with back up and failover
Software Requires software for delivery, reporting, integration and Industry Leading &
upgrade, test and manage Award winning
Expertise- Team dedicates staff resources for maintenance, report Dedicated Professional
Ongoing analysis and optimization
maintenance
System Ongoing expense and capital 99.95% SLA
Management
Time/Costs Design/Plan/Build to Implementation: 6-18 Months Implementation &
Support fee
Typical Results Limited functionality Complex integration Simple vendor
Strained internal Strained internal resources management model
resources Average self service rates Superior self-service
Difficult to Difficult to maintain/increase rates 8-12 Week Install
maintain/increase self self service rates Dedicated team
service rates Ongoing Improvement
9. T HANK Y OU
Nick Giarrusso
Business Development
Safeharbor Knowledge Solutions
253-277-3240
Nicholas.Giarrusso@safeharbor.com
