Federal and ScientificTechnical Users Group FAST

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Federal and Scientific/Technical Users Group
(FAST) April 9, 2008 Mr. Dave Long
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Agenda

• Greetings/introductions
• Super Conference Overview
• Cindy Stinnett Presentation
• Group business
• Questions

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How To Maximize Your Client Care Interactions

• Terry Jarnagin, John Perry and Greg Haynes
• April 2008

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Who to Contact

• Terry Jarnagin VP Client Care
• John Perry Director Client Care
• Greg Haynes Manager Application Support
• Kelly Hatcher Manager Application Support
• Bob Pack Supervisor Systems Support
• Val Gunnell Supervisor Upgrades
• Email structure firstname.lastname_at_sirsidynix.com

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How To Contact Client Care

• Incident Manager
• www.sirsidynix.com
• Email
• clientcare_at_sirsidynix.com
• Telephone
• 877-401-9534
• Regular support hours
• 700 AM to 700 PM CDT Monday - Friday
• After hours Critical Care support

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Information Needed For Opening Incidents

• Contact Name/Phone
• Module
• Scope of Issue
• Occurrence
• Steps to Replicate
• Error Messages
• Examples
• Login Information

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Client Care Metrics
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2008 Objectives

• Increase customer satisfaction
• Achieve 93 combined overall customer
  satisfaction for Client Care incidents
• Analyze customer traffic in Client Care website
  develop enhancements
• Implement SalesForce.com
• Implement SalesForce CRM and Customer Portal
  April 19th
• Increase Knowledge Base entries
• Subject matter experts review all entries for
  accuracy
• Continue to cross-train additional team members
  on SirsiDynix Symphony
• Reduce incident backlog 30
• Categorize incident types and address with
  product engineering, self-support
• Website enhancements

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Website Statistics Traffic Analysis

• Total visits 22,960
• Total page views 832,902
• Total hits 1,425,042
• Average visits per day 792
• Average visits per week 5,543
• Average pages viewed per visit 36
• Average pages viewed per day 28,724

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Website Statistics Visitor Analysis

• Total unique visitors 3,792
• Total new visitors 1,845
• Total repeat visitors 2,611
• Average unique visitors per day 358
• Average new visitors per day 64
• Average repeat visitors per day 307
• Visitor repeat rate 68.9

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Website Statistics Most Requested Pages

• 1. Announcements RSS Feed
• 2. Documentation RSS Feed
• 3. FAQs RSS Feed
• 4. Downloads RSS Feed
• 5. Discussion Forums

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New Client Care Website

• Organized Documentation
• Integrated Client Care Portal
• Customer Owned Administration
• Enhanced Searching Ability
• Easier Navigation
• Single Sign-on

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Login Screen
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Welcome Screen
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• On the left side of the screen
• Navigation Tree
• Expand All or Collapse All
• Client Care Contact Info

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• On the right side of the screen
• Webpage and Document Searching
• Documentation by Product/Module
• Latest Downloads
• FAQs
• Known Issues

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Version Selection
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New Customer Support Portal

• Knowledge Base
• Search results by Most Commonly Used, Category,
  Most Recently Updated
• Results listed by relevancy
• Multi-level searching by product, module, support
  group
• Cleaner solutions, relevant solutions, complete
  solutions
• Full time solution review staff
• Log new cases
• Full case management
• Check on Current Status and Newly Added Comments
• Update with additional information
• Close open cases
• Reopen closed cases
• Automated email notifications

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Who to Contact

• Terry Jarnagin VP Client Care
• John Perry Director Client Care
• Greg Haynes (Public Services, Technical
  Services)
• Kelly Hatcher (OPAC, NCILS, Dynix/Horizon)
• Bob Pack Supervisor Systems
• Val Gunnell Supervisor Upgrades
• Email structure firstname.lastname_at_sirsidynix.com

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SirsiDynix Presentation

• New Client Care Portal
• Whats New at SirsiDynix

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Point of Contact
Ms. Cindy Stinnett SirsiDynix 256-704-7000 Cindy.s
tinnett_at_sirsidynix.com