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SafeHarbor Launches Online Customer Support for Adobe Systems

Integrated support services enhance usability and reduce costs


SATSOP, Wash. (October 29, 2001)-SafeHarbor Technology Corporation,
provider of Web-based customer support services, today announced it has
launched customer service for eight software products for Adobe Systems
Incorporated. Adobe (www.adobe.com), based in San Jose, Calif., is the
second-largest PC software company in the United States, has annual
revenues exceeding $1.2 billion, and employs more than 2,800 people
worldwide.

For Adobe, SafeHarbor provides a customized Web self-help support
environment, including problem determination tools such as a
Troubleshooting Guide, which helps users quickly find product information.
The customized Knowledge Base, which uses a sophisticated taxonomy to
organize the content, delivers easy-to-use graphical answers to customer
questions. The entire self-help environment is integrated seamlessly into
Adobe's Web site.

SafeHarbor's service also gives Adobe customers a number of choices for
accessing support. Users with support questions are first offered
immediate answers on Adobe's Web site. This approach reduces support costs
while it enhances Adobe's efforts to deliver an integrated Web-based
customer experience.

In addition, SafeHarbor's staff provides one-to-one support through Web
cases (an e-mail-like Web form), e-mail and telephone. Each user will have
a personalized support page where they can review answers to earlier
questions. This personalization can identify the user's information needs,
such as what kind of computer and browser the customer is working from, to
provide faster, more efficient help from SafeHarbor technicians.

"Adobe recognizes it is increasingly interacting with its customers
online, and wants to provide an outstanding user experience," said Bo
Wandell, SafeHarbor's president. "Adobe also realizes service is a key
ingredient for a successful business. When customers need help, they're in
no mood for phone trees, or a 24-hour wait for a return e-mail. Providing
Web self-help, backed by choices for one-to-one support, results in
successful customer interactions - it actually enhances the usability of
their products - while helping control support costs."

Adobe is the latest enterprise in the technology sector to leverage
SafeHarbor's expertise in customer and technical support. SafeHarbor also
includes the State of Washington among its clients. Several state agencies
rely on SafeHarbor to provide 24-hour online and traditional customer
support to better serve state residents.

When people turn to customer service, generally about 80 percent of them
are asking a question that has been asked before. SafeHarbor's Web
self-help anticipates these common questions, making this service more
efficient than the traditional call center approach, which often answers
the same questions 100 times a day.

About SafeHarbor Technology Corp.
SafeHarbor Technology Corp. helps companies become more efficient with a
smarter alternative to traditional one-to-one customer support.
SafeHarbor's Semaphore Service(tm) provides Web self-help customer and
technical support services.

The company creates and continuously optimizes online support
environments. This Web self-help improves site or application usability,
support efficiencies and customer satisfaction for our clients. The keys
to our leadership in self-help are our advanced tools for problem
determination, solution delivery, and for relationship and quality
management. On average, 80% of our clients' end-users get immediate
answers through Web self-help. The remaining 20% are answered by live,
one-to-one support-including Web case, e-mail and phone. This success rate
helps clients control costs.

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



 
Editorial Contact:
Sue Cummings
Director, Marketing Communications
SafeHarbor Technology Corporation
206.922.5003
sue@safeharbor.com
 
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