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An overview of Customer Services – supplying print and electronic environments. Ashleigh Thompson Journal Sales Executive [email protected]. Introduction. Internal Customers External Customers Role of a Customer Service Executive Paper Online Metapress Client Site Demo - PowerPoint PPT Presentation
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An overview of Customer Services – supplying print and
electronic environments
Ashleigh ThompsonJournal Sales Executive
Introduction
Internal Customers External Customers Role of a Customer Service Executive
Paper Online
Metapress Client Site Demo Department Structure The Subscription Cycle How to help us help you
Internal Customers (1) Publishing Dept
Supply details of any changes to journals Supply names of Editorial Boards and Contributors for free copies
Production Dept Send notification of production schedule to prompt label runs
Sales Dept Renewal information Consortia deals; identify subscriptions, raise invoices, process
payments and activate access Licence Agreement queries
Executive Directors Circulation figures and management information Company policy
Internal Customers (2) Marketing Dept
Receive sample copy requests Activate any trial access Enter any orders received from campaigns Supply lapsed lists for renewal campaigns
Accounts Dept All payments received are forwarded to Accounts who return the
cash batch for processing against subscription Liaise over missing payments and verify payment details
Warehouse Sample copies and back issue requests Conference material Urgent orders and claims
External Customers
Distribution House Receive notification when issue is ready and produce labels Confirm all inserts and components are received
Subscribers Universities, Colleges, Research Institutes, Hospitals,
Corporate Libraries/Depts, Government Depts, Societies Subscription Agents Online Service Providers
Metapress, Ingenta, OCLC, SwetsWise, Ebscohost EJS Document Delivery Suppliers
British Library, Infotrieve, PLS and CCC, Metapress & Ingenta
The Role of a Customer Service Executive - Paper
Maintain title database Frequency changes, merged titles, ceased journals, new titles
Maintain customer files Change of name or the delivery or invoice address
Load subscriber lists for new journals Raise invoices and send renewals Aim to process orders and cash batches within 24 hours of
receipt Aim to process claims within 48 hours of receipt Fulfill sample copy and back issue requests Answer post, email, phone and fax queries
Prices, do you publish Journal X?, publication schedule
The Role of a Customer Service Executive - Online
Receive queries by phone, email and post Typical requests:
Account set up and maintenance Activation of free trials Online access verification and activation Authentication; IP range or username and password Content queries TOC alerts queries Available archive Licence questions Usage statistics Linking assistance
Department Structure (1)
5 Customer Service Teams in Basingstoke Office:
Main Agents; Swets, Ebsco, Harrassowitz Direct subscriptions and smaller Agents Societies & Editorial Boards Administration Team; new orders and
enquiries, quotes and invoices; post in and out Finance Team; credit card payments, direct
debits, ad-hoc invoicing (advertising, permissions, document delivery revenue)
Department Structure (2) 1 Team in Milton Park:
Online Subscriptions; answer online queries, activate access, Consortia orders and payments
All Teams process orders and payments and claims and handle queries to improve efficiency
1 Team in Philadelphia:
Direct US subscriptions only
All handling approx 260,000 subscriptions (paid) and 85,000 subscriptions (unpaid) and maintaining 112,000 customers
Nov 2nd renewal
reminder
The Subscription CycleJuly
agents’ test file
Sept payments received
Juneprices set
and loaded
August main
renewals
Jan grace starts, 3rd reminder Dec
main orders received
Feb subs file to online host
March-June quiet, catch up!
How to help us help you
Always quote your customer number and journals affected
Be ready to provide full payment details if necessary Keep claims within the claim limit Quote previous and current address details Quote Metapress or Ingenta ID Numbers Keep us up to date with full IP range Alert us to any change of reference Tell us how we can help you!
Thank you for listening
Any questions?