This document provides an overview of Safeharbor Knowledge Solutions and their SmartSupport 4.0 knowledge management product. Safeharbor has been providing custom knowledge solutions since 1998. Their SmartSupport 4.0 product is a fully managed knowledge solution developed on a proprietary software platform that can rapidly implement a knowledge base in 8-12 weeks. It offers advantages over building a knowledge base in-house or managing software internally such as minimal investment, flexibility, and superior self-service rates for customers.

1. ™
Capabilities Presentation
Presented by:
Nick Giarrusso
Business Development Manager
March, 2010

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