Federal and Scientific/Technical Users Group (FAST) April 9, 2008 Mr. Dave Long

1. Federal and Scientific/Technical Users Group (FAST) April 9, 2008 Mr. Dave Long

2. Agenda • Greetings/introductions • Super Conference Overview • Cindy Stinnett Presentation • Group business • Questions

3. How To Maximize Your Client Care Interactions Terry Jarnagin, John Perry and Greg Haynes April 2008

4. Who to Contact Terry Jarnagin: VP Client Care John Perry: Director Client Care Greg Haynes: Manager Application Support Kelly Hatcher: Manager Application Support Bob Pack: Supervisor Systems Support Val Gunnell: Supervisor Upgrades Email structure: firstname.lastname@sirsidynix.com

5. How To Contact Client Care Incident Manager www.sirsidynix.com Email clientcare@sirsidynix.com Telephone 877-401-9534 Regular support hours 7:00 AM to 7:00 PM CDT Monday - Friday After hours Critical Care support

6. Information Needed For Opening Incidents Contact Name/Phone Module Scope of Issue Occurrence Steps to Replicate Error Messages Examples Login Information

7. Client Care Metrics

8. 2008 Objectives Increase customer satisfaction Achieve 93% combined overall customer satisfaction for Client Care incidents Analyze customer traffic in Client Care website; develop enhancements Implement SalesForce.com Implement SalesForce CRM and Customer Portal April 19th Increase Knowledge Base entries Subject matter experts review all entries for accuracy Continue to cross-train additional team members on SirsiDynix Symphony Reduce incident backlog 30% Categorize incident types and address with product engineering, self-support Website enhancements

9. Website Statistics – Traffic Analysis Total visits: 22,960 Total page views: 832,902 Total hits: 1,425,042 Average visits per day: 792 Average visits per week: 5,543 Average pages viewed per visit: 36 Average pages viewed per day: 28,724

10. Website Statistics – Visitor Analysis • Total unique visitors: 3,792 • Total new visitors: 1,845 • Total repeat visitors: 2,611 • Average unique visitors per day: 358 • Average new visitors per day: 64 • Average repeat visitors per day: 307 • Visitor repeat rate: 68.9%

11. Website Statistics – Most Requested Pages 1. Announcements RSS Feed 2. Documentation RSS Feed 3. FAQs RSS Feed 4. Downloads RSS Feed 5. Discussion Forums

12. New Client Care Website Organized Documentation Integrated Client Care Portal Customer Owned Administration Enhanced Searching Ability Easier Navigation Single Sign-on

13. Login Screen

14. Welcome Screen

15. On the left side of the screen: • Navigation Tree • Expand All or Collapse All • Client Care Contact Info

18. On the right side of the screen: • Webpage and Document Searching • Documentation by Product/Module • Latest Downloads • FAQs • Known Issues

19. Version Selection

21. New Customer Support Portal Knowledge Base Search results by Most Commonly Used, Category, Most Recently Updated Results listed by relevancy Multi-level searching by product, module, support group Cleaner solutions, relevant solutions, complete solutions Full time solution review staff Log new cases Full case management Check on Current Status and Newly Added Comments Update with additional information Close open cases Reopen closed cases Automated email notifications

27. Who to Contact Terry Jarnagin: VP Client Care John Perry: Director Client Care Greg Haynes: (Public Services, Technical Services) Kelly Hatcher: (OPAC, NCILS, Dynix/Horizon) Bob Pack: Supervisor Systems Val Gunnell: Supervisor Upgrades Email structure: firstname.lastname@sirsidynix.com

28. SirsiDynix Presentation • New Client Care Portal • What’s New at SirsiDynix

29. Point of Contact Ms. Cindy Stinnett SirsiDynix 256-704-7000 Cindy.stinnett@sirsidynix.com