The document summarizes a presentation given at the Internet Librarian International conference about how Warwick University Library addressed challenges in managing customer enquiries. It implemented a new customer enquiry tracking system called KnowAll Enquiry Tracking to improve the enquiry process for both customers and staff. This allowed enquiries to be recorded in one system, provided reporting on enquiry volumes and response times, and enabled customers to track the status of their enquiries. The implementation process and lessons learned are also discussed.

1. Internet Librarian International - Smart Solutions to Real Challenges
Olympia Conference Centre, London
Wednesday 16th October 2013
#ILI2013
Smart solutions for customer
measurement
Anne Roberts
Customer Services Manager
anne.roberts@warwick.ac.uk
connecting you with information,
support and your community
Sian Prosser
Academic Services
Development Manager
s.l.prosser@warwick.ac.uk
@prossian

2. Outline
• Challenges in enquiry management and
measuring customer enquiries
• How did we address these?
• Improvements for customers and for the Library
• Benefits
• Lessons learnt
• Next steps

3. Enquiry management pre 2013
Several different contact methods
Many enquiries to individual email accounts
Incorrect or unnecessary referrals

4. Enquiry management pre 2013
Not always clear if enquiries were resolved
No standard agreement on enquiry types
Lack of Library wide data on enquiries

5. Where did that one go?

6. Primitive measurement
The Ishango bone

7. Time to move on?

8. Customer measurement
• Excel spread sheets:
– Email enquiries
– Online forms
– Phone calls
– Floor walking
– Referrals
– Feedback
• Access database:
– Complaints

9. How did we address the issues?
• Process maps

10. How did we address the issues?
• Identifying functional business requirements

11. Improvements for customers
• Self-service options increased so customers have
a better chance of helping themselves
• Customers able to track their enquiries and view
responses
• Customers able to provide feedback and rate
their enquiry experience
• Enquiries are not lost in the referrals process
• Enriched customer service experience

12. Improvements for staff
• One system for recording, tracking, and managing
enquiries
• Standardised approach to enquiry management
• Real time reporting and record of work to justify
staffing levels
• Rich knowledge base
• Quality of service delivered to customer
consistent and ease of enquiry escalations
• Teams able to view all their teams enquiries

13. Improvements for management
• Library wide enquiry summary reports
• Detailed reports providing both quantitative and
qualitative information
• Automated SLA/KPI monitoring
• Service data to inform staffing requirements and
opening hours
• Identify the source customers are using
• Identify the resources used

14. Enquire

15. Benefits
•
•
•
•
•
Email enquiries diverted into Enquire
Staff time saved
New enquiries can be added and processed
Ease of access to previously answered questions
Ability to record time taken in real time avoiding
guesswork
• Evidence of what is working and what needs
improving
• Visible workflows

16. Lessons learnt
Worked well
• Process mapping and
functional requirements
• Robust software selection
process
• Phased approach
• Launch date
• Running a pilot
• IT support
• Good communications plan
Challenges
• Time
• Scale of Warwick Library
operations
• Set up costs
• Understanding of enquiry
management
• Balance of dealing with
enquiry versus recording it

17. Options include:
• Number of enquiries by
customer group (level of
student, department etc.)
• Submission method
• Day and time
• Time taken to complete
• By teams or enquiry
handler
• Bespoke reports
0
WMSHealth Sciences
WMSBiomedical Cell Biology
Warwick Manufacturing Group
Systems Biology Centre
Statistics
Social Studies 2+2
School of Law
Psychology
Physics
Mathematics
Library
Language Centre
Institute of Education
History of Art
German Studies
External Institution
English and Comparative Literary …
Development & Alumni Relations…
Classics & Ancient History
Centre for Lifelong Learning
Centre for Applied Linguistics
Customer Reports
Enquiries by customer department
showing number of enquiries Sept 2013
(not including 438 guests)
45
40
35
30
25
20
15
10
5

18. Next steps
•
•
•
•
•
Update training
Review taxonomy/keywording
Agree KPI
Developing additional reports
SCONUL data from Enquire

19. Thank you for listening
Presentation is available online at
http://www.slideshare.net/SianProsser
KnowAll Enquiry Tracking from Bailey Solutions
http://www.baileysolutions.co.uk/enquiry-tracking
connecting you with information,
support and your community

20. Image credits
• ‘Ruler’ by Skakerman on Flickr:
http://www.flickr.com/photos/27482959@N08/4299633060/
• ‘Refuse to slip through the cracks 2’ by EJP Photo on Flickr:
http://www.flickr.com/photos/29498428@N00/2931332177/
• Icons from http://www.iconfinder.com
• All images used under a Creative Commons Attribution-Noncommercial licence:
http://creativecommons.org/licenses/by-nc/2.0/uk/
connecting you with information,
support and your community