2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
WORKING WITH SIRSIDYNIX
SIRSIDYNIX STAFF| 27 OCTOBER 2010
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
THE NEW AND IMPROVED SIRSIDYNIX
• LRM objectives
• Support objectiv...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
LIBRARY RELATIONS MANAGERS
AMANDA CARLSON, INGA BOZIER, ZICHUN LIU
...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
THE TEAM
NORTH AMERICA
• Kathi Adams
• Pam Arnold
• Sonia Brown
• J...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
Zichun Liu
Brief Bio:
Based in Melbourne, qualified Librarian
with ...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
Amanda Carlson
Brief Bio:
Based on the Gold Coast, supported librar...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
Inga Bozier
Brief Bio:
Based in Sydney, qualified Librarian with
ov...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
LIBRARY RELATIONS MANAGERS
• Maximize customer’s current technology...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
LIBRARY RELATIONS MANAGERS
• Working closely with you to ensure you...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
WWW.SIRSIDYNIX.COM/RELATIONS
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
CLIENT CARE
SUSANNE STRONG, CHRIS BERRY | 27 OCTOBER 2010
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
CUSTOMER SUPPORT: WIN-WIN-WIN
OBJECTIVE
• Eliminate reasons for con...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
CUSTOMER SUPPORT:
FUNDAMENTALS
• Global Customer Support reorganize...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
CUSTOMER SUPPORT: RESULTS
• Positive indicators of progress
– 41% o...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
CUSTOMER SUPPORT: HELP US HELP
YOU
• For down Production ILS or OPA...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
NEW ONLINE SUPPORT CENTER
COMING
SOON!
COMING
SOON!
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
CONTACTING SUPPORT
Australia:
Toll Free: 1800 882 400
+61 (3) 8851 ...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
Customer Support – A Company Wide Priority
• Tier 2 Support - ENGIN...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
SALES, SERVICES AND THE APAC TEAM
RICK BRANHAM| VP GLOBAL ACCOUNTS ...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
SALES TEAM UPDATES
• New APAC Sales Director
– Rick Branham
• New P...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
OFFICE UPDATE
– We’re moving to Melbourne CBD in November
– Elizabe...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
AT YOUR SERVICE
• All SirsiDynix Services Offerings are available t...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
STRATEGIC PARTNER PROGRAM & THE
ENHANCEMENT PROCESS
PAUL MOXON | VP...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
SIRSIDYNIX STRATEGIC PARTNER
PROGRAM
• SirsiDynix wants to work ver...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
ALL PRODUCTS – MANY INITIATIVES
• SPP: The overarching program with...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
BENEFITS TO PARTICIPANTS
• Direct interaction with the SirsiDynix D...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
UPCOMING INITIATIVES
• Consolidated Public Interfaces (Medley)
• Pa...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
CURRENT ENHANCEMENT PROCESS
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
CURRENT ENHANCEMENT PROCESS (Cont’d)
• Idea posted to appropriate E...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
NEW ENHANCEMENT FORUMS
• Current Enhancement Forums will be moved t...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
NEW ENHANCEMENT FORUMS
• IdeaScale offers:
– Easily determined stat...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
ENHANCEMENT PROCESS CHANGES
• IdeaScale Improves:
– Tracking items
...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
BENEFITS
• Year-round voting on ‘active’ suggestions
– Easy to see ...
2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
THANK YOU
Upcoming SlideShare
Loading in …5
×

Cosa 2010 working with sirsi dynix

1,300 views

Published on

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,300
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
4
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • Maytag man - Nobody WANTS to contact Customer Support
    My goal is not to close more cases
    Everybody wins
  • Best practices
    More effective collaboration and access to expertise for SD Staff
    Culture and process – Consortial billing for holds
    “We didn’t start the fire”
  • Cosa 2010 working with sirsi dynix

    1. 1. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST WORKING WITH SIRSIDYNIX SIRSIDYNIX STAFF| 27 OCTOBER 2010
    2. 2. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST THE NEW AND IMPROVED SIRSIDYNIX • LRM objectives • Support objectives • Sales objectives • Services, SaaS, the APAC team • Product enhancements and Strategic Partner Program
    3. 3. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST LIBRARY RELATIONS MANAGERS AMANDA CARLSON, INGA BOZIER, ZICHUN LIU 27 OCTOBER 2010
    4. 4. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST THE TEAM NORTH AMERICA • Kathi Adams • Pam Arnold • Sonia Brown • Janet Klutho • Vera Maeser • Julian Terry • Lisa Witteman • Mary Beth MacDonald EMEA & APAC • EMEA: – Neil Dalley – Nicki Lake – Luisa Zenobi- Bird – Maite Villacastin (Spain) – Mario Werner (Germany) • APAC: – Inga Bozier – Amanda Carlson – Zichun LiuJim Wilson: LRM team support Berit Nelson: Vice President, Library Relations
    5. 5. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST Zichun Liu Brief Bio: Based in Melbourne, qualified Librarian with over 15 years experience in the library industry Previous Roles Include: Manager, Client Care China Project Management Training and Sales Consultant Hobbies/Interests Reading Cooking Beer brewing Science and discover Travel Sports
    6. 6. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST Amanda Carlson Brief Bio: Based on the Gold Coast, supported libraries from ICT side of the fence for over ten years Previous Roles Include: Solution Analyst Application Development and Support Client Care / Training Consultant Library Systems Administrator Hobbies/Interests: Libraries Reading Motorbike (Triumph Speed Triple) Travel Chocolate
    7. 7. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST Inga Bozier Brief Bio: Based in Sydney, qualified Librarian with over 20 years experience in the library industry Previous Roles Include: Network Coordinator Reference Librarian Children and Youth services Librarian Hobbies/Interests Travel Photography Libraries Jewellery making Kayaking
    8. 8. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST LIBRARY RELATIONS MANAGERS • Maximize customer’s current technology investments. • Organize internal resources to ensure SirsiDynix provides excellent services during complex customer projects. • Represent customers and their specific needs internally as they impact technology roadmaps and future service offerings. • Engage with customers, keeping them up-to-date on SirsiDynix plans, upcoming training, user-group meetings, conferences and other opportunities for customers to learn and participate.
    9. 9. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST LIBRARY RELATIONS MANAGERS • Working closely with you to ensure you get the very best out of our product and service suite for your environment. • Working closely with your Sales Consultant, ensuring your sales needs are met. • Working closely with the Implementation Team to ensure all projects deliver required outcomes. • Working closely with the Client Care Team to ensure priority cases are handled quickly and efficiently. • A point of contact for any questions or concerns you have
    10. 10. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST WWW.SIRSIDYNIX.COM/RELATIONS
    11. 11. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST CLIENT CARE SUSANNE STRONG, CHRIS BERRY | 27 OCTOBER 2010
    12. 12. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST CUSTOMER SUPPORT: WIN-WIN-WIN OBJECTIVE • Eliminate reasons for contacting SirsiDynix Support 1) Get it right the first time 2) Provide effective self-service resources 3) Mutual learning with each contact 4) Analyze root causes, provide internal feedback, and promote ownership
    13. 13. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST CUSTOMER SUPPORT: FUNDAMENTALS • Global Customer Support reorganized, growth in Provo • Our Goals: – 50% of cases resolved the same day they are opened – 20% improvement in time to resolve cases – 10% reduction in number of cases opened – Clear escalation process • How these changes are benefitting customers: – Quality and productivity improvements – Global perspective on customer issues – Expanded days and hours of coverage
    14. 14. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST CUSTOMER SUPPORT: RESULTS • Positive indicators of progress – 41% of cases are resolved same day – 80% of cases are resolved within 5 days – Reopen rates are the lowest of past 2 years – Customer satisfaction scores rising over past three months • Published Support contacts and escalation paths • Weekly case survey reviews
    15. 15. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST CUSTOMER SUPPORT: HELP US HELP YOU • For down Production ILS or OPAC issues ALWAYS call, and speak directly with a support person to get immediate attention • Open, and document, complex cases online . Then place a call to Support if you feel the need to (have your case number available) • Expressing your level of urgency regarding a case can help insure the proper response from Customer Support • Don’t hesitate to escalate if you feel your issue isn’t understood or isn’t being addressed appropriately • If we “close” a case and the issue isn’t resolved to your satisfaction then please reopen the case and consider escalating it
    16. 16. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST NEW ONLINE SUPPORT CENTER COMING SOON! COMING SOON!
    17. 17. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST CONTACTING SUPPORT Australia: Toll Free: 1800 882 400 +61 (3) 8851 3500 New Zealand: +64 (9) 9209650 Time Zone City Hours Critical Care: ALWAYS OPEN! UTC/GMT 20:00 – 06:00 UTC -6* Provo, UT 14:00 - midnight UTC +8 Beijing Hong Kong Kuala Lumpur Perth Shanghai Singapore Taipei 04:00 – 14:00 UTC +10 Brisbane 06:00 – 16:00 UTC +10:30* Adelaide 06:30 – 16:30 UTC +11* Melbourne Sydney Canberra 08:00 – 18:00 UTC +13* Auckland Christchurch 09:00 – 19:00 * Observing Daylight Savings as of 27 October
    18. 18. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST Customer Support – A Company Wide Priority • Tier 2 Support - ENGINEERING • Task Forces • Team comprised of Engineering and Client Care Members • Currently have teams in place for Symphony/eLibrary, Horizon, Enterprise, Director’s Station • Symphony Maintenance Team • Dedicated development resources to help with escalated cases – patches, patch clusters and bug fixes
    19. 19. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST SALES, SERVICES AND THE APAC TEAM RICK BRANHAM| VP GLOBAL ACCOUNTS & ALLIANCES
    20. 20. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST SALES TEAM UPDATES • New APAC Sales Director – Rick Branham • New Product Specialist – Katy Willcock • New representatives – Shaun Brady – Mark Pace • New Inside Sales role – Melanie Chin
    21. 21. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST OFFICE UPDATE – We’re moving to Melbourne CBD in November – Elizabeth and Collins
    22. 22. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST AT YOUR SERVICE • All SirsiDynix Services Offerings are available to APAC customers • Data Services – Bibliographic analysis, cleanup, upgrade – Authority control cleanup and ongoing processing – Deduplication • Consulting Services – API training – Customization (APIs, Web Services, e-Library/Enterprise) – SureStart, SureSailing – System Review, Workshops • Training Services • Migration Services
    23. 23. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST STRATEGIC PARTNER PROGRAM & THE ENHANCEMENT PROCESS PAUL MOXON | VP, PRODUCT MANAGEMENT
    24. 24. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST SIRSIDYNIX STRATEGIC PARTNER PROGRAM • SirsiDynix wants to work very closely with user groups, customers, distributors, and 3rd party vendors as ‘development partners’ on an ongoing basis. – This is different from the product beta programs which are activated on a release-by-release basis. • No continuity of partners across releases, no ‘relationship building’ with key customers • No input and advice on product direction and design from strategic customers • To be successful, the Strategic Partner Program will require mutual time and resource commitments from SirsiDynix and the participating partners.
    25. 25. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST ALL PRODUCTS – MANY INITIATIVES • SPP: The overarching program with well defined and pre-announced Initiatives. • Initiative: Each Initiative will have potentially new or different or the same members as other initiatives. • Partners: User Groups, Customers, 3rd Party Vendors, and Distributors
    26. 26. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST BENEFITS TO PARTICIPANTS • Direct interaction with the SirsiDynix Development, Software Test, and Product Management teams. • Previews of product requirements and designs, product demonstration, early access to code, and access to ‘early release’ products. • Input into product design – especially UI usability design. • Quarterly webinars run by SirsiDynix Engineering, covering product roadmap, future direction, product features, early previews, etc. • Direct influence the product’s evolution, in accordance with your needs. • Participating in the future product roadmap.
    27. 27. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST UPCOMING INITIATIVES • Consolidated Public Interfaces (Medley) • Patron Mobile Apps (Medley) • Staff Mobile Apps (Medley) • Web Services (Symphony) • RDA/FRBR (Horizon and Symphony) • K-12 Learner Success (Symphony) • Symphony Automation (Upgrades and Configuration) • Horizon
    28. 28. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST CURRENT ENHANCEMENT PROCESS
    29. 29. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST CURRENT ENHANCEMENT PROCESS (Cont’d) • Idea posted to appropriate Enhancement Forum • Forum-based discussion of merits of idea • Roughly once per year, forum moderator asks community to vote on all submitted ideas • Top 5 suggestions from each forum submitted to SirsiDynix for consideration • Wait…but don’t hold your breath • When the next set of Release Notes are published… – Check to see which submissions made the cut and were included in the release
    30. 30. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST NEW ENHANCEMENT FORUMS • Current Enhancement Forums will be moved to new Customer Support Site • Forum Moderators will test drive new IdeaScale enhancement submission software as means of tracking and entering high priority enhancements • If all goes well, IdeaScale will ultimately be used by entire customer base for enhancement tracking and entry • IdeaScale offers: – Easy, web-based interface – Administrator, Moderator and Submittor Roles – Organization by Topical forum with additional filters by status and tags – Full Text Search
    31. 31. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST NEW ENHANCEMENT FORUMS • IdeaScale offers: – Easily determined status – Import/Export Options – Various voting options • No fixed voting periods – Follow favorites – Social network integration
    32. 32. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
    33. 33. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
    34. 34. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
    35. 35. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST ENHANCEMENT PROCESS CHANGES • IdeaScale Improves: – Tracking items – Customer view of status – Entry, update, voting needs • Forum Moderators will submit highly ranked forum items directly into active Strategic Partner Program initiatives for immediate review • Enhancement process will be ongoing; ideas will be submitted into active SPP initiatives on an ongoing basis and feedback loops will be shorter • SirsiDynix anticipates a focused release after 3.4 that will allow the process to be tested
    36. 36. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST BENEFITS • Year-round voting on ‘active’ suggestions – Easy to see which are most popular • Visibility into enhancement status – Active – Comment and vote – Under Review – Submitted and waiting for feedback – In progress – Currently being implemented (for next release) – Completed – WooHoo! • Immediate feedback on enhancement submissions • Enhancements focused on active development activities (via SPP initiatives)
    37. 37. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST THANK YOU

    ×