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Smart solutions for customer measurementAnne Roberts Helen CurtisCustomer Services Manager Academic Support Manageranne.roberts@warwick.ac.uk h.m.curtis@warwick.ac.uk

@helencurtis

Internet Librarian International - Smart Solutions to Real ChallengesOlympia Conference Centre, London Wednesday 16th October 2013 #ILI2013

• 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

Outline

Enquiry management pre 2013

Many enquiries to individual email accounts

Incorrect or unnecessary referrals

Several different contact methods

Enquiry management pre 2013

Lack of Library wide data on enquiries

Not always clear if enquiries were resolved

No standard agreement on enquiry types

Where did that one go?

Primitive measurement

The Ishango bone

Time to move on?

Customer measurement

• Excel spread sheets:– Email enquiries– Online forms– Phone calls– Floor walking– Referrals– Feedback

• Access database:– Complaints

How did we address the issues?

• Process maps

How did we address the issues?

• Identifying functional business requirements

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

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

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

Enquire

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

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

• 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

Reports

Next steps

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

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Thank you for listening

Presentation is available online athttp://www.slideshare.net/helencurtis

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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-Non-commercial licence:http://creativecommons.org/licenses/by-nc/2.0/uk/