Maximizing Library Services Brent Ahlmann, Director Customer Services HK – IUG Annual Conference 8 December 2009 SLIDE 1 – Introduction Slide Good Morning Everyone, my name is Brent Ahlmann; I am the Director of Customer Services for Innovative Interfaces. Thank you for the opportunity to present today; it is an incredible honor to be here at the 9th annual Hong Kong IUG Conference. Thank you to our Host, the University of Hong Kong Libraries, and the Hong Kong Innovative User Group steering committee for putting together this conference. I look forward to spending time together with you, gaining a better understanding of the unique needs of your libraries and taking what I learn back to our corporate HQ in California. I extend an offer to be your liaison for any information you wish to communicate back to our offices – whether it be praise, constructive criticism, or issues that need attention.

Changes in the Customer Services Department 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

Initial and Ongoing Responsiveness 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

Same Day Calls Closure > 40% 24 Hour Closure Rate 50% Results in 2009 Reduced Open Calls by 40% Same Day Calls Closure > 40% 24 Hour Closure Rate 50%

Release 2009A Available Now Release 2009B Schedule: 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

On-site Implementation Services 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 Maintenance License 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

Handled via Remote Services Requires Less Staff Time 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-going Library Staff Can Focus on Your Patrons or Other Priorities

Completed in Only 5 Hours/Month 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

Location Code Redesign & Change Data Mining and Statistics 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!

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?