SEATTLE, July 26, 2005 (PRIMEZONE) -- SafeHarbor Technology Corporation, a leading provider of customer interaction and business intelligence services, announced that partner ForeSee Results will offer new customer satisfaction capabilities that complement SafeHarbor's current services suite to assess customer service improvements for ROI and provide forward-looking business intelligence. Washington state is deploying the customer satisfaction analysis capabilities to measure the effectiveness of Web self-service applications on the Access Washington Portal (http://access.wa.gov).
These new capabilities -- from measuring what specific aspects of the customer experience drive customer satisfaction and future behaviors to prioritizing improvements -- are a result of SafeHarbor's partnership with ForeSee Results, Inc. ForeSee Results links customer satisfaction to financial performance, leveraging the American Customer Satisfaction Index (ACSI ) methodology, the leading measurement standard for customer satisfaction.
"Washington state is excited about deploying the new customer measurement functions -- there is a lot of pressure driving Web self-service, but it is difficult to measure performance from the customer point-of-view," said Rhonda Polidori, manager of Digital Web Properties for the Washington State Department of Information Services. "Measurement, ongoing improvements, and data that help us predict customer behavior are all key to Access Washington's success. We appreciate that SafeHarbor continues to deliver innovative, data-driven customer support solutions to Washington state."
The new Web support capabilities also give SafeHarbor clients the ability to measure customer satisfaction continuously; and benchmark against other companies within the same industry using Web self-support models and measuring customer satisfaction using the ACSI methodology.
"Partnering with SafeHarbor is a natural fit for ForeSee Results because improving the customer experience is at the core of what we both do," said online customer satisfaction expert Larry Freed, President and CEO of ForeSee Results, Inc. "Customers are a company's most important financial asset, and measuring their satisfaction is an integral part to any successful customer service program."
"The strategic partnership between SafeHarbor and ForeSee Results is an exciting one," said Annette Jacobs, Chairman and CEO of SafeHarbor Technology Corporation. "Having ForeSee Results' expertise in customer satisfaction measurement and management allows us to provide our customers with forward-looking and predictive data that will help them make strategic business decisions and prioritize where they should invest to improve the customer experience."
About SafeHarbor Technology Corporation
SafeHarbor Technology Corporation, founded in 1998, is a Washington-based corporation that delivers on the promise of successful customer interactions by integrating the customer support experience with business intelligence. SafeHarbor solutions apply behavioral analytics and customer satisfaction data across a strategic mix of support channels - Websites, e-mail, chat and phone - to best serve its clients' customers, whether they are consumers, agents, employees or partners.
SafeHarbor designs, builds and optimizes customer support solutions for mid- to large-sized enterprises, primarily in the technology, banking, communications and government sectors. Some of its customers include American Airlines, Cingular, IBM, Juniper Networks, State of Washington, SunTrust Banks, TiVo, T-Mobile, and Washington Mutual. For more information please visit www.safeharbor.com.
About ForeSee Results, Inc.
ForeSee Results is a top-rated website satisfaction survey development company utilizing the methodology of the most respected, credible and well-known measure of website satisfaction in the country, the American Customer Satisfaction Index (ACSI), to link customer satisfaction to measurable business results. ForeSee Results gives customers insight into which web changes are most important to make, what the result of those changes is likely to be (measured by an increase in satisfaction) and what their customers are likely to do next. Some clients include FirstGov.gov, the IRS, National Cancer Institute, NASA and the Social Security Administration in the federal government sector, and Ask Jeeves, Forbes.com, DexOnline and About.com in the private sector. ForeSee Results is a privately held company located in Ann Arbor, Michigan. For more information, please visit: www.ForeSeeResults.com.
About the State of Washington Department of Information Services
The State of Washington Department of Information Services (DIS) leads the state's digital government efforts through a combination of telecommunications and computing initiatives and by offering a unique learning environment for building online applications at an accelerated pace. The strategic vision that guides Washington's commitment to digital government reaches far beyond shifting the delivery of agency services to the Internet. This vision represents a clear and purposeful innovation that changes government culture from within. Washington is setting a new standard for public service by combining the best web-based applications, e-commerce tools and carefully defined policies for efficient, reliable and secure services on the Internet.