Survey on Ex Libris Customer Support Services

January 14, 2014
By

It starts today!

Starting January 15th IGeLU and ELUNA are opening a survey for your feedback on Ex Libris Customer Support Services.
We are focusing on the new Salesforce CRM that was implemented by Ex Libris in 2013 to replace the aging Pivotal platform.
IGeLU & ELUNA were asked by Ex Libris to provide customer feedback on Salesforce to help focus Ex Libris development efforts.
We have decided to leverage NERS for gathering your input and rating the requests.

Therefore we have setup a new product in NERS called: “Ex Libris Customer Support Services” having these modules;

  • ‘Ex Libris CRM’ (Salesforce)
  • ‘Ex Libris Product Documentation’
  • ‘Ex Libris Learning Center’
  • ‘Ex Libris Cloud Services’

How to participate

To participate in the survey, just logon to NERS. We are asking for your participation in two ways:

  • January 15 – January 25: All IGeLU & ELUNA members add new enhancement requests into NERS for “Ex Libris Customer Support Services”

Please focus on the ‘module’ ‘Ex Libris CRM’ (Salesforce) as this addresses the original request from Ex Libris on customer feedback.
For the other ‘modules’ more general requests have already been added by us.
You can also view all of the currently submitted requests by running a Report in NERS and limiting to the product “Ex Libris Customer Support Services”

  • January 26 – January 31: Voting occurs in NERS for “Ex Libris Customer Support Services”

Voting and results

Each institution will be granted 100 points to divide over the requests eligible for voting.
After the voting, we will do the counting to determine the top 10 Salesforce requests that will be sent to Ex Libris as the result of our customer feedback survey.
Besides the Salesforce top 10, we will send the more general general requests for the other ‘modules’ also to Ex Libris, as we feel that they reflect important needs for customers.

For any NERS related questions, including changing your password or determining who your site contact might be, please contact the NERS team at ners {at} igelu(.)org.

Theo Engelman, IGeLU SC member

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