DES PLAINES, ILLINOIS, USA – June 26, 2004: At more than 23 Regional User Group Meetings and Special Interest Group Meetings around the world, the Customer Services Division of Endeavor Information Systems is relaying new staff announcements and the expanded deployment of customer-focused support mechanisms that provide enhanced relationships with Endeavor's customers. Reinforcing Endeavor's focus on the customer, the new advances are beneficial to academic and special libraries worldwide.
To assist an increase in customers, Endeavor Customer Service added five new positions to date in 2004. Three of the Customer Support staff additions are Library Support Analysts, assisting users of Endeavor's Voyager integrated library management system, while two are on the Digital Library team, helping users of Endeavor's ENCompass system for managing, searching and linking collections and the LinkFinderPlus OpenURL-enabled link resolver. All of the new staff additions have strong library or technology backgrounds.
At the Regional Endeavor User Group Meetings, Endeavor staff are currently communicating new features of Endeavor's online customer support tools, including new features within SupportWeb, Endeavor's customer-secure informational website and the customer-specific online incident tracking functionality.
With individual content areas for Voyager customers, ENCompass users and LinkFinderPlus libraries, SupportWeb's design ensures library staff can access the most relvant information in a quick and clear manner. A searchable Knowledge Base ensures SupportWeb content, including FAQs, documentation, customer presentations and product management updates are all available at the Endeavor customer's fingertips.
Available to customers since Sept. 2003, Endeavor's online incident functionality allows customers to view and update their incidents communicated to Endeavor's Customer Support department. The 24x7 online incident tracking feature is updated three times a day, providing fast service to inform a library of the current activity on their helpdesk call. With the online incident capability, Endeavor's 70-plus consortia customers are able to track, sort and manage help desk inquiries for all institutions in the consortia, providing a single source for a snapshot of the organization's activity. The service has been well received by Endeavor's current customer community as an advantageous self-service instrument.
Endeavor's communication tools assist customers with new information about release dates, new product features, lesser known product features and general news from Endeavor. Through targeted e-mail communication from Endeavor to specific library contacts, such as library directors or library technical staff, Endeavor customers are kept up to date on new releases, and the breadth of information continuously added to Endeavor's online customer communication tools.
“Endeavor customers have a wide range of support needs, so we supply varied tools to allow our customers to maximize their use of Endeavor's systems. Endeavor is highly committed to self-service options as well as individualized attention for our extensive customer base,” said Keeley H. Sorokti, Endeavor Customer Support Manager.
“More than a traditional call center, Endeavor's experienced library and technical professionals provide high quality inbound phone and email support plus proactive solutions to customer issues. Endeavor Customer Service generates a wealth of information such as responses to customer questions on our email list-servs, detailed FAQs, and extensive specialized training at user group meetings. This allows Endeavor customers to have answers to their questions and plan for the future at their convenience.”
“Endeavor's Customer Support team focuses on continuous improvement and aims to provide optimal service to our user community- over 1,200 libraries and thousands of their staff including librarians, technical staff and library directors, explained Donald J. Muccino, Endeavor Chief Operating Officer and Vice-President, Customer Services. “Endeavor encourages the use of technology in our daily Customer Services interactions with our customers. As technology advances, Endeavor will continue to hire the professionals who can assist our customers to best adapt Endeavor's software systems to local practices and needs.”
About Endeavor Information Systems
Endeavor Information Systems, based in Des Plaines, IL, was founded in September of 1994. A wholly owned subsidiary of Elsevier, Endeavor offers a complete line of library solutions for traditional and digital collections. Visit Endeavor at www.endinfosys.com for more information about Endeavor Meridian, Voyager, ENCompass, or LinkFinderPlus.