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

Federal and Scientific/Technical Users Group (FAST) April 9, 2008 Mr. Dave Long Agenda Greetings/introductions Super Conference Overview Cindy Stinnett Presentation Group business Questions How To Maximize Your Client Care Interactions Terry Jarnagin, John Perry and Greg Haynes

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

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Federal and Scientific/Technical Users Group (FAST)

April 9, 2008

Mr. Dave Long


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Agenda

  • Greetings/introductions

  • Super Conference Overview

  • Cindy Stinnett Presentation

  • Group business

  • Questions


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How To Maximize Your Client Care Interactions

Terry Jarnagin, John Perry and Greg Haynes

April 2008


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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: [email protected]


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How To Contact Client Care

Incident Manager

www.sirsidynix.com

Email

[email protected]

Telephone

877-401-9534

Regular support hours

7:00 AM to 7:00 PM CDT Monday - Friday

After hours Critical Care support


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Information Needed For Opening Incidents

Contact Name/Phone

Module

Scope of Issue

Occurrence

Steps to Replicate

Error Messages

Examples

Login Information


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Client Care Metrics


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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


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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


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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%


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Website Statistics – Most Requested Pages

1. Announcements RSS Feed

2. Documentation RSS Feed

3. FAQs RSS Feed

4. Downloads RSS Feed

5. Discussion Forums


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New Client Care Website

Organized Documentation

Integrated Client Care Portal

Customer Owned Administration

Enhanced Searching Ability

Easier Navigation

Single Sign-on


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Login Screen


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Welcome Screen


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  • On the left side of the screen:

    • Navigation Tree

    • Expand All or Collapse All

    • Client Care Contact Info


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  • On the right side of the screen:

  • Webpage and Document Searching

  • Documentation by Product/Module

  • Latest Downloads

  • FAQs

  • Known Issues


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Version Selection


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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


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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: [email protected]


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SirsiDynix Presentation

  • New Client Care Portal

  • What’s New at SirsiDynix


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Point of Contact

Ms. Cindy Stinnett

SirsiDynix

256-704-7000

[email protected]


  • Login