maximizing library services brent ahlmann, director customer services hk – iug annual conference 8...
TRANSCRIPT
Maximizing Library Services
Brent Ahlmann, Director Customer Services
HK – IUG Annual Conference
8 December 2009
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Presentation Topics
Changes in the Customer Services Department
Going Beyond Implementation Services Special Services that Work for You Additional Resources
CSDirect
EncoreDirect
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CUSTOMER SERVICES DEPARTMENT
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New Director of CSD: Brent Ahlmann
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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.
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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
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Results in 2009
Reduced Open Calls by 40% Same Day Calls Closure > 40% 24 Hour Closure Rate 50%
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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
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GOING BEYOND IMPLEMENTATION SERVICES
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Your Staff: New and Expanding Roles
Self-Directed Learning – CSDirect Resources
Innovative University Conferences and
Workshops
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Online Resources
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Tutorials
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New Basic Millennium Tutorial
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Innovative University
Two-Hour Webinars Flexible Scheduling Topics in All Areas of
Millennium Interactive
New Skills
Brush-Up Presented Live
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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
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Innovative Trainers
Experts in Library Workflow
Highly Experienced Customized Services Independent
Assessments Succession Planning Make Full Use of Your
Staff and Software
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Consulting and Training Options
In Library
Web-Based
With a Group - Seminars and Workshops
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Workshops
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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
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Streamlined Implementation Processes
Easy 4-Step Process to Set up Encore
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ERM Implementation Services – Putting the Puzzle Together
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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 MaintenanceLicense and Contact Information
Maintain Coverage
Usage Statistics and Cost Average
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Your Data Customized to Your
Needs Live in WebPAC and
Encore Staff Trained and
Feeling Successful Project Complete
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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.”
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Three days: Loaded, Customized,
And Live
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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
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Original “Out-of-the-box” Pathfinder
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Examples Customized
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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
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Successful Product Launches
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SPECIAL SERVICES
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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)
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WebOPAC Refresh Service
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Same Catalog 3 Weeks Later
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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
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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
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Just Do It! Millennium Application Coordinator Services
Run your Millennium System
System Housekeeping Enable Features Software Upgrades Short Term or
On-goingLibrary Staff Can Focus on Your Patrons or Other PrioritiesLibrary Staff Can Focus on Your Patrons or Other Priorities
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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
Completed in Only 5 Hours/Month
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More Examples
Location Code Redesign & Change Data Mining and Statistics On-going data loads from Book Vendor Software Upgrades
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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!We Can Do It!
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CSDIRECT 2009 UPDATE
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CSDirect: Your Online Support Center
Redesign launched in January 2009
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User-focused navigation
Documentation can be searched or browsed
by topic.
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Submit service requests
Requests may be submitted in English, French, Spanish,
Simplified Chinese or Traditional Chinese.
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Service Commitments
Keep System Up To Date
Features Missed During Implementation
Change Decisions Made in Implementation
Fine Tune
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System Changes Tool
Quickly and easily submit requests for system changes
that can be performed by Innovative staff.
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Track Service Requests
View details about your service requests and communicate with Innovative staff using the “Add
Information” feature.
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Release Information
Release information pages are your guide to planning,
upgrading and getting started with a new software release.
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Many new documents and resources
The Post-Event Checklist provides tips for testing your
system after events like a software upgrade.
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What’s New on CSDirect
Learn about updates and new resources on the “What’s New” page,
or subscribe to the RSS feed.
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EncoreDirect
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EncoreDirect Forums
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Encore Forums
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Submit Implementation Information
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Internationalization News
Department now in Implementation Services
Team of Experts, Global resources Improvements to Translation Processes Improvements to Implementation and
Product Delivery with Needed Languages
Thank You
Questions?