Maximizing the value of interactions between you and Sirsi is one of the primary goals of the Self-Service Team. Sirsi understands that good customer relationships are built through human interactions. During the recently completed Sirsi SuperConference 2005, the Self-Service Team received valuable input from Sirsi users. Implementation of this input can already be seen in a major change made to the new self-service feature titled “Cool Solutions.” Users visiting the “Cool Solutions” web page are now immediately presented with all of the neat and creative approaches to working with the Unicorn software and other Sirsi products that Sirsi users have submitted. A separate link is provided so that you can submit a cool idea.
As Sirsi’s Self-Service Coordinator, I was presented with numerous opportunities during the SuperConference to take into account what you, as a Sirsi user, want and need. These opportunities provided me with visibility into what service issues exist for Sirsi users, how Sirsi users interact with Sirsi, which communication channels users prefer, how various service issues were resolved, and so on. Twice during the conference Mike Casale (vice president of Client Care), Julian Terry (director of Client Care), and I co-presented a session titled “Sirsi Client Care: Getting the Information You Need." Before, during, and after these presentations I was able to interact with conference attendees. In addition, during the SuperConference, I participated in a Client Care focus group discussion pertaining to the redesign of the Client Care Web site. The voices of Sirsi users were heard loud and clear. In addition, these interactions underscored for me the importance of meeting the needs of those users who want to serve themselves.
Sirsi and the Self-Service Team are focused on being in tune with your needs. Self-service is intended to provide a means for you to help yourselves. As Mike says, “We want you to call when you need to; we don’t want you to need to.” While there are many ways to meet these challenges and realize the opportunities, the optimal solution involves dialogue between you and Sirsi. As I shared with conference attendees some of the improvements that Sirsi and the Self-Service Team are committed to developing and implementing during 2005, Sirsi users offered their words of encouragement.
New FAQs are being developed to assist you with locating Sirsi and Unicorn related information more quickly, including information regarding Unicorn GL3.0. Beginning in May, a feature titled “Top FAQs” will be offered from the Client Care Web site. The Self-Service Team is also working with Client Care representatives and other Sirsi staff to increase the number of abstracts in the Knowledge Base – providing Sirsi users with a repository of software and hardware support information.
Sirsi believes that a self-service solution should be seen as user-friendly and valuable. It is my hope that you will view “Cool Solutions,” “Top FAQs,” and other self-service offerings that Sirsi continues to develop in that light. It is also my hope that you will take advantage of these new offerings and share your thoughts with me and other Sirsi staff on how we can continue to maximize and increase the value of our interactions with you as a Sirsi user.