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April 29, 2011

Safeharbor Knowledge Announces Pfeiffer as President and CEO

By David Sims, TMCnet Contributing Editor

Officials of Safeharbor Knowledge Solutions have announced that Wade Pfeiffer has joined the company as its new President and CEO.

Safeharbor is a knowledge management company selling SaaS (News - Alert) products, fully-managed online content publishing and optimization services as well as contact center services.

“Safeharbor’s content services team allow us to provide our clients with both software as well as content publishing and management services," Pfeiffer said.

Pfeiffer has experience in the Customer Experience and Knowledge Management industry -- more than 20 years of executive leadership and operational experience, to be precise. Most recently he served as the General Manager and Senior Vice President of nGenera’s (News - Alert) Customer Interaction Management division, now known as Moxie Software, Customer Spaces.

“Knowledge management software is only as good as the editorial content that’s in it,” said Mark Schelbert, board member and partner with Shackleton Equity Partners, a Safeharbor investor. “Pfeiffer’s vision for fully-managed SaaS will set the future standard for the level of service clients expect.”

Last year Safeharbor Knowledge was selected by a Chicago-based utility company to delivery enhance customer support knowledge base to millions of customers in Northern Illinois.

Effective self-service should improve customer satisfaction rates and help retain customers while at the same time reducing operating expenses, Safeharbor officials said at the time, adding that “in addition, it should have a powerful analytics engine that provides information to identify service improvements and new opportunities that would otherwise be missed.”

“Safeharbor is so confident in our SmartSupport solution; we added a 100 percent return on investment (ROI) clause to guarantee success. The ROI guarantee is based on the adoption of web self-service verses the traditional assisted support channel” said John Novell (News - Alert), SVP of Safeharbor.

Novell continued that “the utility customers will benefit from improved customer service by empowering end-user with a robust knowledge tool. Safeharbor will use our latest technology, best practices and products experts with decades of experience.”


David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Juliana Kenny

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