2. How Talis Services are
supporting customer success
Emma Dodd and
Zena Amos Support
Consultants

3. Timeline of Success with Services
First 6 Months - Year
• Fortnightly to monthly calls
• Responsive support
• Business Process reviews
• Webinars
• Talis Insight
Services working with
you from start to
SUCCESS
• Kick-off and implementation
• Daily touch points
• 2 day Introduction to Talis
Aspire Training
• Walk-thru webinars
6-8 weeks
Year 1
• Quarterly calls - Success focus
• Responsive support
• Sharing best practice
• Webinars
• Talis Insight
• Business as usual
• Responsive support
• Quarterly - 6 months calls
• Maintaining success
• Sharing best practice
• Webinars
• Talis Insight
Years 2 - 4
Year 5 +
• Change of key staff/restructure
• Monthly - Quarterly calls
• Responsive support
• Business Process reviews
• Webinars (including 1-2-1)
• Visiting within the community
Back to business as usual
• Responsive support
• Quarterly - 6 months calls
• Maintaining success
• Sharing best practice
• Webinars
• Talis Insight

4. Where does the journey start ? -
Implementation to Rollout

5. Webinars

6. Community Contribution

7. How can talking to the community help?
Here are some of questions answered over the year by the community:
• How can I shape a successful business case?
• Why would a university choose Talis Aspire when selecting an online reading lists and
copyright clearance content system?
• How can I encourage students to make the most of reading lists?
• How can I engage our Law department?
• How can Google Analytics help drive academic engagement?

8. How do I become a member?
You already are - Even before you decide if Talis Aspire is for you can get ahead and join the
community
Join lis-talis-aspire
Visit support.talis.com
Visit our blog - talis.com/blog
Follow @talis on twitter
Webinars - upcoming and past
Events - talis.com/events
Local user groups

9. Business Process Reviews

10. Customer Calls

11. Supporting changes
• Structure
• Key contact and responsibilities
• System changes

12. Support tickets
• Urgent tickets response in 4 working hours
• Links to knowledge articles
• 24/7 system coverage (In-house)

13. Expanding the team

14. Services enabling the wider Talis Team

15. Stories of success …

16. Timeline of Success with Services
First 6 Months - Year
• Fortnightly to monthly calls
• Responsive support
• Business Process reviews
• Webinars
• Talis Insight
Services working with
you from start to
SUCCESS
• Kick-off and implementation
• Daily touch points
• 2 day Introduction to Talis
Aspire Training
• Walk-thru webinars
6-8 weeks
Year 1
• Quarterly calls - Success focus
• Responsive support
• Sharing best practice
• Webinars
• Talis Insight
• Business as usual
• Responsive support
• Quarterly - 6 months calls
• Maintaining success
• Sharing best practice
• Webinars
• Talis Insight
Years 2 - 4
Year 5 +
• Change of key staff/restructure
• Monthly - Quarterly calls
• Responsive support
• Business Process reviews
• Webinars (including 1-2-1)
• Visiting within the community
Back to business as usual
• Responsive support
• Quarterly - 6 months calls
• Maintaining success
• Sharing best practice
• Webinars
• Talis Insight

17. Questions?

18. How Talis Services is
supporting customer success
Emma Dodd and
Zena Amos Support
Consultants