IGeLU/ELUNA Customer Support Advisory Group – Meeting #04
Discussion on Known Issue requirement gathering. And general discussion – what top three things are working well, what top three not working as well.
2024-May-30th
Rolling out Known Issues Tracking – ExLibris want to know exactly what we want from this
· Me too button gone, but want something better. Want to know impact
· When will it be available to look at.
Other ELUNA support improvements – suggestions:
· Some options for ticket sharing – but only in consortia – piloted to share within a Consortia
· SLSP piloted program, haven’t been able to test yet. Need to coordinate account management.
· Nice to have a view to see all the cases and identify patterns
Any ideas from this group as to what we would like as agenda topics for the meeting next Thursday.
Case Lifecycle transparency – How many cases get escalated. There is a perception that cases only get quickly addressed when escalated. How are support teams trained, what is the level of support from T1
· Top issues working well
o SalesForce – being able to CC people in a case – to get support from others
o Escalate straight from the ticket
o Tier 1 try hard to support us
o General willingness & intention to solve problems
§ Willingness to let us know that they have no intention to fix a problem
o Communication in case between publisher and vendor – especially metadata, can see the back and forth
o Meetings with ExL- very helpful
· Top issues not working well
o Response times – many cases older than 3 months with no response
§ Lack of communication
o Predefined text on a case – templates uses lose impact over time – not useful
o Once cases get to T2 or Development, the cases bog down
o Closing cases that haven’t been fixed
§ Wait for confirmation as to whether the “fix” actually worked before closing
o Related to metadata fixes – need to switch gears and go to try to work on a different approach.
o Will get responses on cases with documentation that is outdated
o Unevenness across different areas about responses – if Alma or Primo, answer is pretty quick. If an API or other, they linger, not clear.
o
Communications from call management products
would be nice to be consistent and targeted.
o Higher visibility stating the specific product
o Notifications are wordy – more concise language
·
Documentation improvements
dates and currency on information
o 40% of calls that come in are about how to do something
o Searchability needs to be improved – need to know what it’s being called
o Would be good to have this support gave have representation on the documentation group – Karen G. to ask about the Documentation group
o Documentation needs to be updated
§ Alma API – shortcut query that allows you to search by barcode, but is only listed in blog, not in documentation
ACTION: Get a Basecamp page to capture use cases for these type of issues
· Would like to have something to report out in Fall
o What are you not getting from Support
o ExL needs actionable items
Suggestions – Communication plans for the group
o OK to close cases early if identified as not worked on – got to known issues list
o Be mindful of own visibility – let folks know about Advisory groups
· Will be setting up monthly website page, & monthly updates
· For updates to outside groups
o RUGs
o Working Groups
o Communities of Practice
o Communication methods
§ Surveys
§ Burning Questions – not for individual cases
§ Look at TOR to see if there is information about our scope