smart solutions to customer measurement
DESCRIPTION
Presentation for Internet Librarian International 2013TRANSCRIPT
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Smart solutions for customer measurementAnne Roberts Helen CurtisCustomer Services Manager Academic Support [email protected] [email protected]
@helencurtis
Internet Librarian International - Smart Solutions to Real ChallengesOlympia Conference Centre, London Wednesday 16th October 2013 #ILI2013
• Challenges in enquiry management and measuring customer enquiries
• How did we address these?• Improvements for customers and for the Library• Benefits• Lessons learnt• Next steps
Outline
Enquiry management pre 2013
Many enquiries to individual email accounts
Incorrect or unnecessary referrals
Several different contact methods
Enquiry management pre 2013
Lack of Library wide data on enquiries
Not always clear if enquiries were resolved
No standard agreement on enquiry types
Where did that one go?
Primitive measurement
The Ishango bone
Time to move on?
Customer measurement
• Excel spread sheets:– Email enquiries– Online forms– Phone calls– Floor walking– Referrals– Feedback
• Access database:– Complaints
How did we address the issues?
• Process maps
How did we address the issues?
• Identifying functional business requirements
Improvements for customers
• Self-service options increased so customers have a better chance of helping themselves
• Customers able to track their enquiries and view responses
• Customers able to provide feedback and rate their enquiry experience
• Enquiries are not lost in the referrals process• Enriched customer service experience
Improvements for staff
• One system for recording, tracking, and managing enquiries
• Standardised approach to enquiry management• Real time reporting and record of work to justify
staffing levels• Rich knowledge base• Quality of service delivered to customer
consistent and ease of enquiry escalations• Teams able to view all their teams enquiries
Improvements for management
• Library wide enquiry summary reports• Detailed reports providing both quantitative and
qualitative information• Automated SLA/KPI monitoring• Service data to inform staffing requirements and
opening hours• Identify the source customers are using• Identify the resources used
Enquire
Benefits
• Email enquiries diverted into Enquire• Staff time saved • New enquiries can be added and processed • Ease of access to previously answered questions• Ability to record time taken in real time avoiding
guesswork• Evidence of what is working and what needs
improving• Visible workflows
Lessons learnt
Worked well• Process mapping and
functional requirements• Robust software selection
process• Phased approach• Launch date• Running a pilot• IT support• Good communications plan
Challenges• Time• Scale of Warwick Library
operations• Set up costs• Understanding of enquiry
management• Balance of dealing with
enquiry versus recording it
• Options include:• Number of enquiries by
customer group (level of student, department etc.)
• Submission method• Day and time• Time taken to complete• By teams or enquiry handler
• Bespoke reports
Reports
Next steps
• Update training• Review taxonomy/keywording• Agree KPI • Developing additional reports• SCONUL data from Enquire
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Thank you for listening
Presentation is available online athttp://www.slideshare.net/helencurtis
connecting you with information, support and your community
Image credits
• ‘Ruler’ by Skakerman on Flickr:http://www.flickr.com/photos/27482959@N08/4299633060/
• ‘Refuse to slip through the cracks 2’ by EJP Photo on Flickr:http://www.flickr.com/photos/29498428@N00/2931332177/
• Icons from http://www.iconfinder.com
• All images used under a Creative Commons Attribution-Non-commercial licence:http://creativecommons.org/licenses/by-nc/2.0/uk/