Maximizing Library Services Brent Ahlmann, Director Customer Services HK – IUG Annual Conference 8 December 2009

Maximizing Library Services

Brent Ahlmann, Director Customer Services

HK – IUG Annual Conference

8 December 2009

Copyright Innovative Interfaces. Not to be duplicated or distributed without permission of Innovative Interfaces.

Presentation Topics

Changes in the Customer Services Department

Going Beyond Implementation Services Special Services that Work for You Additional Resources

CSDirect

EncoreDirect


CUSTOMER SERVICES DEPARTMENT


New Director of CSD: Brent Ahlmann


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


GOING BEYOND IMPLEMENTATION SERVICES


Your Staff: New and Expanding Roles

Self-Directed Learning – CSDirect Resources

Innovative University Conferences and

Workshops


Online Resources


Tutorials


New Basic Millennium Tutorial


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


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 Implementation Services – Putting the Puzzle Together


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


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.”


Three days: Loaded, Customized,

And Live


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


Original “Out-of-the-box” Pathfinder


Examples Customized




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


Successful Product Launches


SPECIAL SERVICES


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)


WebOPAC Refresh Service




Same Catalog 3 Weeks Later




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-goingLibrary Staff Can Focus on Your Patrons or Other PrioritiesLibrary 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

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!We Can Do It!


CSDIRECT 2009 UPDATE


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.


Service Commitments

Keep System Up To Date

Features Missed During Implementation

Change Decisions Made in Implementation

Fine Tune


System Changes Tool

Quickly and easily submit requests for system changes

that can be performed by Innovative staff.


Track Service Requests

View details about your service requests and communicate with Innovative staff using the “Add

Information” feature.


Release Information

Release information pages are your guide to planning,

upgrading and getting started with a new software release.


Many new documents and resources

The Post-Event Checklist provides tips for testing your

system after events like a software upgrade.


What’s New on CSDirect

Learn about updates and new resources on the “What’s New” page,

or subscribe to the RSS feed.


EncoreDirect


EncoreDirect Forums


Encore Forums


Submit Implementation Information


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?

Documents

Maximizing Library Services Brent Ahlmann, Director Customer Services HK – IUG Annual Conference 8 December 2009