Cosa 2010 working with sirsi dynix

2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST

WORKING WITH SIRSIDYNIX

SIRSIDYNIX STAFF| 27 OCTOBER 2010


THE NEW AND IMPROVED SIRSIDYNIX

• LRM objectives• Support objectives• Sales objectives• Services, SaaS, the APAC team• Product enhancements and Strategic Partner Program


LIBRARY RELATIONS MANAGERSAMANDA CARLSON, INGA BOZIER, ZICHUN LIU27 OCTOBER 2010


THE TEAMNORTH AMERICA• Kathi Adams• Pam Arnold• Sonia Brown• Janet Klutho• Vera Maeser• Julian Terry• Lisa Witteman• Mary Beth MacDonald

EMEA & APAC• EMEA:

– Neil Dalley– Nicki Lake– Luisa Zenobi- Bird– Maite Villacastin (Spain)– Mario Werner (Germany)

• APAC:– Inga Bozier– Amanda Carlson– Zichun LiuJim Wilson: LRM team support

Berit Nelson: Vice President, Library Relations


Zichun LiuBrief Bio:Based in Melbourne, qualified Librarian with over 15 years experience in the library industry

Previous Roles Include:Manager, Client Care ChinaProject Management Training and Sales Consultant

Hobbies/InterestsReading Cooking Beer brewingScience and discover Travel Sports


Amanda Carlson

Brief Bio:Based on the Gold Coast, supported libraries from ICT side of the fence for over ten years

Previous Roles Include:Solution AnalystApplication Development and SupportClient Care / Training ConsultantLibrary Systems Administrator

Hobbies/Interests:LibrariesReadingMotorbike (Triumph Speed Triple)TravelChocolate


Inga BozierBrief Bio:Based in Sydney, qualified Librarian with over 20 years experience in the library industry

Previous Roles Include:Network CoordinatorReference LibrarianChildren and Youth services Librarian

Hobbies/InterestsTravelPhotographyLibrariesJewellery makingKayaking


LIBRARY RELATIONS MANAGERS

• Maximize customer’s current technology investments.• Organize internal resources to ensure SirsiDynix provides

excellent services during complex customer projects.• Represent customers and their specific needs internally as

they impact technology roadmaps and future service offerings.

• Engage with customers, keeping them up-to-date on SirsiDynix plans, upcoming training, user-group meetings, conferences and other opportunities for customers to learn and participate.


LIBRARY RELATIONS MANAGERS

• Working closely with you to ensure you get the very best out

of our product and service suite for your environment.• Working closely with your Sales Consultant, ensuring your

sales needs are met.• Working closely with the Implementation Team to ensure all

projects deliver required outcomes.• Working closely with the Client Care Team to ensure priority

cases are handled quickly and efficiently.• A point of contact for any questions or concerns you have


WWW.SIRSIDYNIX.COM/RELATIONS


CLIENT CARE

SUSANNE STRONG, CHRIS BERRY | 27 OCTOBER 2010


CUSTOMER SUPPORT: WIN-WIN-WIN OBJECTIVE

• Eliminate reasons for contacting SirsiDynix Support1) Get it right the first time2) Provide effective self-service resources3) Mutual learning with each contact4) Analyze root causes, provide internal feedback, and promote ownership


CUSTOMER SUPPORT: FUNDAMENTALS

• Global Customer Support reorganized, growth in Provo

• Our Goals:– 50% of cases resolved the same day they are opened– 20% improvement in time to resolve cases– 10% reduction in number of cases opened– Clear escalation process

• How these changes are benefitting customers:– Quality and productivity improvements– Global perspective on customer issues– Expanded days and hours of coverage


CUSTOMER SUPPORT: RESULTS• Positive indicators of progress

– 41% of cases are resolved same day– 80% of cases are resolved within 5 days– Reopen rates are the lowest of past 2 years– Customer satisfaction scores rising over past three months

• Published Support contacts and escalation paths• Weekly case survey reviews


CUSTOMER SUPPORT: HELP US HELP YOU

• For down Production ILS or OPAC issues ALWAYS call, and speak directly with a support person to get immediate attention

• Open, and document, complex cases online . Then place a call to Support if you feel the need to (have your case number available)

• Expressing your level of urgency regarding a case can help insure the proper response from Customer Support

• Don’t hesitate to escalate if you feel your issue isn’t understood or isn’t being addressed appropriately

• If we “close” a case and the issue isn’t resolved to your satisfaction then please reopen the case and consider escalating it


NEW ONLINE SUPPORT CENTER

COMING SOON!

COMING SOON!


CONTACTING SUPPORT

Australia:Toll Free: 1800 882 400+61 (3) 8851 3500

New Zealand: +64 (9) 9209650

Time Zone City Hours

Critical Care: ALWAYS OPEN!

UTC/GMT 20:00 – 06:00

UTC -6* Provo, UT 14:00 - midnight

UTC +8 BeijingHong KongKuala LumpurPerthShanghai Singapore Taipei

04:00 – 14:00

UTC +10 Brisbane 06:00 – 16:00

UTC +10:30* Adelaide 06:30 – 16:30

UTC +11* MelbourneSydneyCanberra

08:00 – 18:00

UTC +13* AucklandChristchurch

09:00 – 19:00 * Observing Daylight Savings as of 27 October


Customer Support – A Company Wide Priority

• Tier 2 Support - ENGINEERING• Task Forces• Team comprised of Engineering and Client Care Members• Currently have teams in place for Symphony/eLibrary,

Horizon, Enterprise, Director’s Station• Symphony Maintenance Team• Dedicated development resources to help with escalated

cases – patches, patch clusters and bug fixes


SALES, SERVICES AND THE APAC TEAM

RICK BRANHAM| VP GLOBAL ACCOUNTS & ALLIANCES


SALES TEAM UPDATES• New APAC Sales Director

– Rick Branham• New Product Specialist

– Katy Willcock• New representatives

– Shaun Brady– Mark Pace

• New Inside Sales role– Melanie Chin


OFFICE UPDATE– We’re moving to Melbourne CBD in November– Elizabeth and Collins


AT YOUR SERVICE• All SirsiDynix Services Offerings are available to APAC customers• Data Services

– Bibliographic analysis, cleanup, upgrade– Authority control cleanup and ongoing processing– Deduplication

• Consulting Services– API training– Customization (APIs, Web Services, e-Library/Enterprise)– SureStart, SureSailing– System Review, Workshops

• Training Services• Migration Services


STRATEGIC PARTNER PROGRAM & THE ENHANCEMENT PROCESSPAUL MOXON | VP, PRODUCT MANAGEMENT


SIRSIDYNIX STRATEGIC PARTNER PROGRAM

• SirsiDynix wants to work very closely with user groups, customers, distributors, and 3rd party vendors as ‘development partners’ on an ongoing basis.– This is different from the product beta programs which are

activated on a release-by-release basis.• No continuity of partners across releases, no ‘relationship

building’ with key customers• No input and advice on product direction and design from

strategic customers• To be successful, the Strategic Partner Program will require

mutual time and resource commitments from SirsiDynix and the participating partners.


ALL PRODUCTS – MANY INITIATIVES• SPP: The overarching program with well defined and pre-announced

Initiatives.• Initiative: Each Initiative will have potentially new or different or the

same members as other initiatives.• Partners: User Groups, Customers, 3rd Party Vendors, and

Distributors


BENEFITS TO PARTICIPANTS• Direct interaction with the SirsiDynix Development, Software

Test, and Product Management teams.• Previews of product requirements and designs, product

demonstration, early access to code, and access to ‘early release’ products.

• Input into product design – especially UI usability design.• Quarterly webinars run by SirsiDynix Engineering, covering

product roadmap, future direction, product features, early previews, etc.

• Direct influence the product’s evolution, in accordance with your needs.

• Participating in the future product roadmap.


UPCOMING INITIATIVES

• Consolidated Public Interfaces (Medley)• Patron Mobile Apps (Medley)• Staff Mobile Apps (Medley)• Web Services (Symphony)• RDA/FRBR (Horizon and Symphony)• K-12 Learner Success (Symphony)• Symphony Automation (Upgrades and Configuration)• Horizon


CURRENT ENHANCEMENT PROCESS


CURRENT ENHANCEMENT PROCESS (Cont’d)

• Idea posted to appropriate Enhancement Forum• Forum-based discussion of merits of idea• Roughly once per year, forum moderator asks community to

vote on all submitted ideas• Top 5 suggestions from each forum submitted to SirsiDynix

for consideration• Wait…but don’t hold your breath• When the next set of Release Notes are published…– Check to see which submissions made the cut and were

included in the release


NEW ENHANCEMENT FORUMS• Current Enhancement Forums will be moved to new Customer Support

Site• Forum Moderators will test drive new IdeaScale enhancement submission

software as means of tracking and entering high priority enhancements• If all goes well, IdeaScale will ultimately be used by entire customer base

for enhancement tracking and entry• IdeaScale offers:

– Easy, web-based interface– Administrator, Moderator and Submittor Roles– Organization by Topical forum with additional filters by status and

tags– Full Text Search


NEW ENHANCEMENT FORUMS

• IdeaScale offers:– Easily determined status– Import/Export Options– Various voting options• No fixed voting periods

– Follow favorites– Social network integration





ENHANCEMENT PROCESS CHANGES• IdeaScale Improves:– Tracking items– Customer view of status– Entry, update, voting needs

• Forum Moderators will submit highly ranked forum items directly into active Strategic Partner Program initiatives for immediate review

• Enhancement process will be ongoing; ideas will be submitted into active SPP initiatives on an ongoing basis and feedback loops will be shorter

• SirsiDynix anticipates a focused release after 3.4 that will allow the process to be tested


BENEFITS• Year-round voting on ‘active’ suggestions– Easy to see which are most popular

• Visibility into enhancement status– Active – Comment and vote– Under Review – Submitted and waiting for feedback– In progress – Currently being implemented (for next release)– Completed – WooHoo!

• Immediate feedback on enhancement submissions• Enhancements focused on active development activities (via

SPP initiatives)


THANK YOU

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Cosa 2010 working with sirsi dynix