Support 2001

Customer Relationship Management (CRM) - dictionary entry A comprehensive approach which provides seamless integration of every area of business that touches the customer - through the integration of people, process and technology, taking advantage of impact of the Internet. Customer Support

Aims - General Maintain and manage relationship with current and future customers Treat all facets of customer/vendor relationship: marketing, support, projects etc. Use new technology, internet Customer Support

Aims - ALEPH Support Responsibility for supported production versions Absorption of completed projects Upgrading customers ALEPH versions Better resource management Customer Support

Aims - ALEPH Support Customer satisfaction Customer Support

Some key concepts Integrated perspective Long-term relationship Customer taking part Responsiveness Consistency Customer Support 6

Interface Overview Ftp server Monitoring Customer Support

Web Support Interface - 1 Company has a consistent and unified view of each customer Customer can have complete view of the company Tools available for company staff to perform tasks more efficiently as a team Customer Support 6

Web Support Interface - 2 Use of ALEPH500 WEB grants: accessibility simplicity of use real time interactivity with transparency configurability / localization for agents password control architectural familiarity Customer Support 6

Web Support Interface - 3 Internal support management tools Customized workflow implemented using ALEPH500 slot-ins ALEPH500/GUI interface for staff automatic e-mail prompting direct monitoring of ALEPH500/Oracle using Microsoft Access Customer Support 6

Web Support Interface - 4 Integration of services Documentation User Sites New products Support Knowledge base support.exlibris.co.il ALEPH 108 Customer Support 6

Support Database Implementation Israel - March 2000 Germany - July 2000 Hungary - Nov 2000 USA - Feb 2001 Brazil - Feb 2001 Portugal - April 2001 UK - April 2001 (using ISR db) Others - full implementation until summer 2001 Customer Support 6

Israel Support team

Whom do we support? Customer Support First line - direct clients without established local support Israel, Spain, Holland, ... Second line - distributors & branch offices All participants and more Projects New ALEPH customers Company Systems’ management Customer Support

Librarian Group - ongoing tasks Follow-up to solution of all problems Manage re-coding workflow Module expertise Project/Upgrade assignments Training Customer Support

System/Site Group - Tasks All on-site installations Site configuration maintenance Fix and Patch implementation Version packaging System training DBA services Customer Support

Projects Group Customer upgrade projects Conversions projects (300) Special requests of customers Customer Support

Customer Coordination Interface with customer planning, implementing and revising of support-client work-flow training schedules monitoring service quality Customer Support

Total support calls since March 2000 Total calls - 3100 closed calls - 2100 Avg. turnaround time - 46 Days. Avg. calls per day - 11. The slide presents numbers of PRB calls since March 2000. We have around 1000 open calls. The distribution of the calls are : bugs : 56% enhancement suggestions : 10 % queries : 34% Customer Support

Received VS. Closed Support calls since April 2000 - by Months This is a graph presenting received PRB VS. closed calls by month. Jan data is updates till Jan 20. Customer Support

Support calls since March 2000 - by Customers (Percentage) Presentation of the percentage of call per distributor / office or special group of customers. See UK - they are around 15% of all calls. Others - include Spain, CheZ, Slovakia, some US customers, Greece, and supporting project groups and intsupp. Customer Support