KnowAll Enquire: virtual enquiry tracking By Penny Bailey BA, Dip Lib, MCILIP, MIoD, FRSA Managing Director of Bailey Solutions Ltd

Why? Improve your enquiry service to enrich the student or public experience Never miss a deadline and meet SLAs Integrated & qualitative management reports Avoid fines for not following statutory processes (FOI, DPA, EIR)

What happens if you can’t measure your service? Can’t rate the customer experience Can’t measure impact on your customer base No explicit performance targets Would like to make improvements to service levels but not sure where time is wasted

Problem: recording enquiries is tedious and pointless! At the end of the week / month I have to fill in this spreadsheet with my time and costs incurred I’ve answered the enquiry – why do I have to re-key the enquiry into a database? How do I know how much time I spent?

Impact on enquiry staff - has anyone done this before? Sure I did something similar to this 6 months ago, but can’t find it now! Maybe my colleagues have done something similar? I’ve been asked this same question 20 times this week already!

How? Integrated tracking and reporting on enquiries received by every communication method: Walk-ups Phone calls Web forms Text Chat

How? Tracking enquiries at 3 levels: 1.Quick counter replaces 5 bar gate system 2.Simple enquiries are answered with one simple form with pre-populated fields 3.Complex enquiries are managed and use of resources is accurately recorded

How? Automatically collects statistics from a central store of user data One unique identifier, e.g. = name, , mobile phone number, gender, age, ethnicity, department, location, address, year, photo and other essential demographics

Benefits: share and re-utilise enquiry answers by a searching knowledge base

Benefits: accurate time recording Timer that can be started paused restarted stopped assigned

Benefits: never miss deadlines and meet SLAs Automated submission dates = automated deadlines Managed transition from one stage to the next Automatic reminders for every stage of the process

Benefits: publish FAQs Users can help themselves and staff can concentrate on in-depth, difficult or one-off questions

Statistical outcomes: when do they use the service? Informs opening hours and staff availability

Statistical outcomes: how do they use the service? Informs how the service should be offered

Statistical outcomes: Customer satisfaction reports Statistics on the number of enquiries completed by the deadline How do they rate your service? How do they perceive your response times?

Statistical outcomes: evidence to improve team performance Time spent by each member of staff Average time taken to answer Review customer satisfaction record of each staff member Set SMART targets based on these figures

Statistical outcomes: aggregated costs Aggregated data transfer to finance department is accurate and time saving

Statistical outcomes: evidence based management of resources Reports on ratings of resources

Evidence based management of resources Reports on resource usage used to justify continued subscription or cancellation

Statistical outcomes: justify service levels That whilst the number of enquiries has gone down, access to enquiries published as FAQs on the website has increased The amount of time spent on enquiries to justify a need to increase / retain staff

Statistical outcomes: prove value of staff The average time spent on enquiries has decreased – staff are working more efficiently Customer satisfaction records have improved or remained at high levels

Statistical outcomes: types of enquiries Reports on the types of enquiries the service handles to inform Knowledge gaps Need for specialists Resources requirements

Statistical outcomes: prove value of service to users and higher management Impact analysis by correlating use of the enquiry service / customer services with achievements and success stories

Useful links Article about why Outlook isn’t enough for monitoring enquiries: Article about raising your game: E-brochure on Public Servant website: KnowAll Enquire website: See Articles under the Resources menu

Find out more about KnowAll Enquire: enquiry tracking software from Bailey Solutions Tel: +44 (0)