Customer Services Overview - 2012

1. Customer Services Overview - 2012 Brent Ahlmann, Director of Customer Services Innovative Interfaces

2. Welcome Agenda • Introduction • Changes in Library Services at Innovative • Overview of Service Delivery Operations • Current Operations • Projects underway to improve service delivery • YOUR QUESTION HERE!

3. Changes in Library Services at Innovative Retirement of Betsy Graham • Over 30 Years With Innovative • SVP Library Services • Product Management • Customer Services • Anything that was needed!

4. Changes in Library Services at Innovative Ann Rakes is the current acting VP for Library Services: • 21 Years with Innovative • Implementation Services Department • Union Databases Department • Product Analysts Department • Special Services Department

5. Changes in Library Services at Innovative Jay Shankar will be the new Vice President of Library Services. Starting in early December • Focus on improving service delivery to our global customer base and helping deliver a quality customer experience across all Library Services teams.

6. 2011-2012 Services Overview Over the last 12 months: • Over 65000 Service Requests received by Customer Services Teams across Millennium, Sierra, Encore, and Union Databases teams. • This number is up approximately 10,000 from the previous 12 months period. • Regardless of the product we are working hard to continue to deliver quality support services to you.

7. 2011-2012 Services Overview Service Request Closure Rates:

8. 2011-2012 Services Overview Most frequently asked questions: • How do you prioritize service requests? • Why does it sometimes s take so long to get a response? • What is the expected time for resolution for a service ticket? • What happens when tickets go to product development? • Why cant I see all the details of my tickets on CSDirect? • WHAT ARE YOU DOING TO MAKE THIS BETTER?

9. How do we prioritize service requests? Service Request Priorities: http://csdirect.iii.com/documentation/service_request_tips.shtml • URGENT - These reports are system critical problems such as down hardware, stopped transaction processing, or a non-functioning primary module (e.g., circulation, acquisitions, serials, cataloguing, Web OPAC). • ASAP - These reports are secondary functionality problems (e.g., preventing library staff from performing main component of job or preventing patrons from accessing significant features of catalog). • Routine - These reports are for software that does not work as described (these calls must be reproducible and have data reflecting the problem) and documentation errors.

10. How do we prioritize service requests? Or, more simply put... Innovative prioritizes service requests based on the impact that the issue has on the library, library staff or library patrons.

11. Why does it sometimes s take so long to get a response? • Each Innovative system is configured to the unique specifications of the library. • Defining what the problem is can be a challenge in itself. • Issues that cannot be reproduced or are not documented in log files are *extremely* difficult to troubleshoot.

12. Responsiveness: What are we doing to make it better? • Hiring more staff • In 2012, we have hired 5 new staff members to help us improve our service delivery to our *global* customer base. • We are in the process of opening a new office in Dublin Ireland where we will have additional Support and Development staff. • We have built a “First Line” team of Customer Service Specialists who are the front door to our Service Delivery teams. This team will continue to grow in the next year.

13. Responsiveness: What are we doing to make it better? 2. Coaching and Training new and existing staff • Define a problem statement. • Make sure that steps exist to reproduce the reported issues, or that the frequency of the issue is noted so we can monitor for future occurrences • Provide better initial and ongoing response on open service tickets. Set Expectations!

14. Responsiveness: What are we doing to make it better? 3. Improving our Customer Relationship Management Software (Ticketing System). • Early 2013, we will be migrating all of our service delivery teams to a new CRM system. • Improved visibility across all reported issues from our customers. • Better tracking of: age of issue, next actions required, severity and priority. • Easier to get information on product issues and trends which can be used to act more proactively.

15. Responsiveness: What are we doing to make it better? 4. Revising CSDirect. • Early 2013, in-line with our CRM upgrade, we will be introducing a new CSDirect • Separate landing pages for Millennium / Sierra / Encore! • Consolidated Knowledge base • More levels of user permissions available: • Super User • User • Read-Only • Custom • Ability to escalate service tickets.

16. Responsiveness: What are we doing to make it better? 5. We are going to be asking for more of your feedback. • We are creating a Library Relations Management Team. • Primary focus is customer satisfaction and retention of our current customers. • The online survey questionnaire is being redesigned so we can gather more actionable and trend-able data. • We are working on building a process and workflow so we can response consistently to survey feedback. • We want *and need* to use your feedback to improve our operations.

17. CSDirect Questions?

18. THANK YOU!