1. 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.

2. 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

3. Customer ServicEs Department

4. New Director of CSD: Brent Ahlmann

5. 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.

6. 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

7. 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%

8. 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

9. Going Beyond Implementation Services

10. Your Staff: New and Expanding Roles
Self-Directed Learning – CSDirect Resources
Innovative University
Conferences and Workshops

11. Online Resources

12. Tutorials

13. New Basic Millennium Tutorial

14. Innovative University
Two-Hour Webinars
Flexible Scheduling
Topics in All Areas of Millennium
Interactive
New Skills
Brush-Up
Presented Live

15. 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

16. Innovative Trainers Experts in Library Workflow Highly Experienced
Customized Services
Independent Assessments
Succession Planning
Make Full Use of Your Staff and Software

17. Consulting and Training Options
In Library
Web-Based
With a Group - Seminars and Workshops

18. Workshops

19. 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

20. Streamlined Implementation Processes
Easy 4-Step Process to Set up Encore

21. ERM Implementation Services – Putting the Puzzle Together

22. 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

23. Your Data
Customized to Your Needs
Live in WebPAC and Encore
Staff Trained and Feeling Successful
Project Complete

24. 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.”

25. Three days: Loaded, Customized, And Live

26. 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

27. Original “Out-of-the-box” Pathfinder

28. Examples Customized

31. 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

32. Successful Product Launches

33. Special Services

34. 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)

35. WebOPAC Refresh Service

38. Same Catalog 3 Weeks Later

41. 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

42. 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

43. 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

44. 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

45. 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

46. 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!

47. CSDirect 2009 Update

48. CSDirect: Your Online Support Center
Redesign launched in January 2009

49. User-focused navigation
Documentation can be searched or browsed
by topic.

50. Submit service requests
Requests may be submitted in English, French, Spanish, Simplified Chinese or Traditional Chinese.

51. Service Commitments Keep System Up To Date
Features Missed During Implementation
Change Decisions Made in Implementation
Fine Tune

52. System Changes Tool
Quickly and easily submit requests for system changes that can be performed by Innovative staff.

53. Track Service Requests
View details about your service requests and communicate with Innovative staff using the “Add Information” feature.

54. Release Information
Release information pages are your guide to planning, upgrading and getting started with a new software release.

55. Many new documents and resources
The Post-Event Checklist provides tips for testing your system after events like a software upgrade.

56. What’s New on CSDirect
Learn about updates and new resources on the “What’s New” page, or subscribe to the RSS feed.

57. EncoreDirect

58. EncoreDirect Forums

59. Encore Forums

60. Submit Implementation Information

61. 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

62. Thank You
Questions?