1. Support 2001

2. 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

3. 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

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

5. Aims - ALEPH Support
Customer satisfaction
Customer Support

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

7. Interface Overview
Ftp server
Monitoring
Customer Support

8. 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

9. 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

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

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

12. 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

13. Israel Support team

14. 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

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

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

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

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

19. Total support calls since March 2000
Total calls
closed calls
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

20. 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

21. 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