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An overview of Customer Services – supplying print and electronic environments

An overview of Customer Services – supplying print and electronic environments. Ashleigh Thompson Journal Sales Executive ashleigh.thompson@tandf.co.uk. Introduction. Internal Customers External Customers Role of a Customer Service Executive Paper Online Metapress Client Site Demo

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An overview of Customer Services – supplying print and electronic environments

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  1. An overview of Customer Services – supplying print and electronic environments Ashleigh Thompson Journal Sales Executive ashleigh.thompson@tandf.co.uk

  2. Introduction • Internal Customers • External Customers • Role of a Customer Service Executive • Paper • Online • Metapress Client Site Demo • Department Structure • The Subscription Cycle • How to help us help you

  3. Internal Customers (1) • Publishing Dept • Supply details of any changes to journals • Supply names of Editorial Boards and Contributors for free copies • Production Dept • Send notification of production schedule to prompt label runs • Sales Dept • Renewal information • Consortia deals; identify subscriptions, raise invoices, process payments and activate access • Licence Agreement queries • Executive Directors • Circulation figures and management information • Company policy

  4. Internal Customers (2) • Marketing Dept • Receive sample copy requests • Activate any trial access • Enter any orders received from campaigns • Supply lapsed lists for renewal campaigns • Accounts Dept • All payments received are forwarded to Accounts who return the cash batch for processing against subscription • Liaise over missing payments and verify payment details • Warehouse • Sample copies and back issue requests • Conference material • Urgent orders and claims

  5. External Customers • Distribution House • Receive notification when issue is ready and produce labels • Confirm all inserts and components are received • Subscribers • Universities, Colleges, Research Institutes, Hospitals, Corporate Libraries/Depts, Government Depts, Societies • Subscription Agents • Online Service Providers • Metapress, Ingenta, OCLC, SwetsWise, Ebscohost EJS • Document Delivery Suppliers • British Library, Infotrieve, PLS and CCC, Metapress & Ingenta

  6. The Role of a Customer Service Executive - Paper • Maintain title database • Frequency changes, merged titles, ceased journals, new titles • Maintain customer files • Change of name or the delivery or invoice address • Load subscriber lists for new journals • Raise invoices and send renewals • Aim to process orders and cash batches within 24 hours of receipt • Aim to process claims within 48 hours of receipt • Fulfill sample copy and back issue requests • Answer post, email, phone and fax queries • Prices, do you publish Journal X?, publication schedule

  7. The Role of a Customer Service Executive - Online • Receive queries by phone, email and post • Typical requests: • Account set up and maintenance • Activation of free trials • Online access verification and activation • Authentication; IP range or username and password • Content queries • TOC alerts queries • Available archive • Licence questions • Usage statistics • Linking assistance

  8. Department Structure (1) • 5 Customer Service Teams in Basingstoke Office: • Main Agents; Swets, Ebsco, Harrassowitz • Direct subscriptions and smaller Agents • Societies & Editorial Boards • Administration Team; new orders and enquiries, quotes and invoices; post in and out • Finance Team; credit card payments, direct debits, ad-hoc invoicing (advertising, permissions, document delivery revenue)

  9. Department Structure (2) • 1 Team in Milton Park: • Online Subscriptions; answer online queries, activate access, Consortia orders and payments • All Teams process orders and payments and claims and handle queries to improve efficiency • 1 Team in Philadelphia: • Direct US subscriptions only • All handling approx 260,000 subscriptions (paid) and 85,000 subscriptions (unpaid) and maintaining 112,000 customers

  10. The Subscription Cycle July agents’ test file March-June quiet, catch up! August main renewals Feb subs file to online host June prices set and loaded Sept payments received Jan grace starts, 3rd reminder Nov 2nd renewal reminder Dec main orders received

  11. How to help us help you • Always quote your customer number and journals affected • Be ready to provide full payment details if necessary • Keep claims within the claim limit • Quote previous and current address details • Quote Metapress or Ingenta ID Numbers • Keep us up to date with full IP range • Alert us to any change of reference • Tell us how we can help you!

  12. Thank you for listeningAny questions?

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