Maximizing Library Services Brent Ahlmann, Director Customer Services HK – IUG Annual Conference 8 December 2009
Presentation Topics • Changes in the Customer Services Department • Going Beyond Implementation Services • Special Services that Work for You • Additional Resources • CSDirect • EncoreDirect
Department Focus • Initial and Ongoing Responsiveness • Backlog (open service request) Reduction • Clearly Defined Escalation Process • Enable our customers to let us know how to improve service delivery.
Customer Services Help Desk • Staff Cross-Training • Support Focus on Priority and Stability • Frequent Maintenance Updates within Releases • Liaise with Programming on Bug Fixes • Global Access to Help Desk Specialists
Results in 2009 • Reduced Open Calls by 40% • Same Day Calls Closure > 40% • 24 Hour Closure Rate 50%
Release 2009A and Release 2009B • Release 2009A Available Now • Release 2009B Schedule: • Beta testing began 2 weeks ago • General Release January 2010 • Development Focused on Millennium • User Suggested Enhancements • New Features
Your Staff: New and Expanding Roles • Self-Directed Learning – CSDirect Resources • Innovative University • Conferences and Workshops
Innovative University • Two-Hour Webinars • Flexible Scheduling • Topics in All Areas of Millennium • Interactive • New Skills • Brush-Up • Presented Live
INNO-U Courses • Customizing Print Templates • Millennium Circulation Hold and Transit Slips • Millennium Acquisitions Purchase Orders and Serials Routing Slips • Millennium Create Lists Basics • Millennium Create Lists Advanced • Global Update Basics • Millennium Acquisitions EDIFACT Ordering and Invoicing • Millennium Acquisitions Fiscal Close Methods • Millennium Research Pro • Serials for Beginners: Check-In and Claiming • Setting up Millennium Z39.50 • Yearly Events in Acquisitions • Yearly Events in Circulation
Innovative Trainers • Experts in Library Workflow • Highly Experienced • Customized Services • Independent Assessments • Succession Planning • Make Full Use of Your Staff and Software
Consulting and Training Options • In Library • Web-Based • With a Group - Seminars and Workshops
Implementation Services • Product Delivery and Launch • Installation as a First Step • Encore: Live in Two Hours from Kickoff • Content Pro: “Out of the Box” Implementation • ERM, PathfinderPro and Webbridge LR with On-Site Services • Maximizing Value for Staff and Software
Streamlined Implementation Processes Easy 4-Step Process to Set up Encore
ERM: How We Do It • On-site Implementation Services • Identify and Load Resource records • Customize Resource records • Load Coverage Data • Display in WebPAC and Encore • Training for Ongoing Maintenance • License and Contact Information • Maintain Coverage • Usage Statistics and Cost Average
Your Data • Customized to Your Needs • Live in WebPAC and Encore • Staff Trained and Feeling Successful • Project Complete
Electronic Resource Management • “The trainer was able to walk us through the whole set-up to get us up and running, something that would have cost us much more in staff hours had we tried to do this ourselves.” • “During the Implementation, Innovative staff builds your necessary tables, templates, and SUSHI tools configurations. They even set up the wwwoptions for ERM records on WebOPAC.”
PathfinderPro Implementation Services • Similar Implementation Model to ERM • Review Needs Prior to Library Visit • Two Days On Site • Review Recommendations • Customize • Finalize • Go Live • Staff Trained to Maintain
Webbridge LR Services • Handled via Remote Services • Requires Less Staff Time • Implements all of the “pieces” to get up and running. • Innovative Configures • Same Goal – Live On Product
Special Services Solutions • New Products or Technology • Enhance Your Staff Expertise • Save Staff Time • Bring in Experts to Work With Staff In Transition (New Staff, New Roles)
WebRefresh – Service that Extends Staff • Review of Existing Catalog • Gather input on Logos, Colors, Institution Guidelines/Style Sheets • Review Features Not Yet Implemented • Review and Adjust • Go Live With New Design
Advice and Consultation: Personal Service Representative • Consultative Advisory Service • Knows your staff • Knows your needs • Knows your system • Helps you get best value from system • Single Escalation Point for Innovative • Particularly Useful for Complex and Unique Libraries
Just Do It! Millennium Application Coordinator Services • Run your Millennium System • System Housekeeping • Enable Features • Software Upgrades • Short Term or On-going Library Staff Can Focus on Your Patrons or Other Priorities
Sample 6 Month Service • Daily monitoring of backup & systems • Bi-weekly conference call • Opened & reviewed calls • Cleanup of obsolete logins & access • Liaison to Innovative • Requested changes to Request Rules & Suppress Rules • Display changes in staff Millennium • Coordinate software upgrade • Trouble-shooting and general questions • Launch new feature: Blanket PO’s • New logins for SelfCheck • Guidance to new Coordinator Completed in Only 5 Hours/Month
More Examples • Location Code Redesign & Change • Data Mining and Statistics • On-going data loads from Book Vendor • Software Upgrades
Millennium Application Services • Small Project vs. Big Project • One Time vs. On-going • If it’s in Millennium • If it can be done remotely We Can Do It!
CSDirect: Your Online Support Center Redesign launched in January 2009
User-focused navigation Documentation can be searched or browsed by topic.
Submit service requests Requests may be submitted in English, French, Spanish, Simplified Chinese or Traditional Chinese.