1. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
WORKING WITH SIRSIDYNIX
SIRSIDYNIX STAFF| 27 OCTOBER 2010
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. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
LIBRARY RELATIONS MANAGERS
AMANDA CARLSON, INGA BOZIER, ZICHUN LIU
27 OCTOBER 2010
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. 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. 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. 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. 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. 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. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
WWW.SIRSIDYNIX.COM/RELATIONS
11. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
CLIENT CARE
SUSANNE STRONG, CHRIS BERRY | 27 OCTOBER 2010
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. 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. 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. 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. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
NEW ONLINE SUPPORT CENTER
COMING
SOON!
COMING
SOON!
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. 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. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
SALES, SERVICES AND THE APAC TEAM
RICK BRANHAM| VP GLOBAL ACCOUNTS & ALLIANCES
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. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
OFFICE UPDATE
– We’re moving to Melbourne CBD in November
– Elizabeth and Collins
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. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
STRATEGIC PARTNER PROGRAM & THE
ENHANCEMENT PROCESS
PAUL MOXON | VP, PRODUCT MANAGEMENT
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. 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. 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. 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. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
CURRENT ENHANCEMENT PROCESS
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. 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. 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
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. 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. 2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
THANK YOU
Notes de l'éditeur
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”