1. Customer Service through Technology Michael Jordan, Director of Operations ESP Computer Services …or How Programming and Technology Can Contribute to Better Customer Service

2. Overview Customer Tools Publisher Tools Fulfillment House Tools

3. Customer Tools (Online) FAQs Customer access to account information Access to other accounts, product purchases, and order information.

4. FAQs Reduce confusion Reduce phone calls Provide immediate answers Keep the customer online Customer Tools

5. Customer access to account information Reduces frustration Reduces phone calls Enables immediate access to gate-kept pages Enhances online experience Customer Tools

6. Access to other accounts, product purchases, and order information Creates awareness of other products Makes it easy to order additional products without picking up the phone Provides account overview Customer Tools

7. Publisher Tools Online reports and access to data One database, one fulfillment house Up-to-the-minute, phone call categorization Missing Issue Report

8. Online reports and access to data Report accessibility for convenience Query tools allow publisher to extract and dissect data to get any answer Publisher Tools

9. One database, one fulfillment house Usernames and passwords Levels of service Distribution channels Variable price points Publisher Tools

10. Up-to-the-minute, phone call categorization Provides objective information about incoming calls Answers concerns, extinguishes fires quickly Publisher Tools

11. Missing issue report Streamlines replacement issue fulfillment Automates notification of the distribution contact Logs requests for trend analysis Publisher Tools

12. Fulfillment Tools Online publication information Online training documentation Duplicate checks (programmatic & manual) Ability to print and e-mail invoices and receipts on-demand

13. Online Publication Information (pubhelp) Rates, policies, editorial calendar, distribution schedules are all 2 clicks away Easy for both customer service staff and publishers to access and review Online access facilitates need for one source of date – changes are made once and are instantaneous Fulfillment Tools

14. Online Training Information Processing instructions for order entry and scripts for customer service, all online Increases accountability of staff by documenting Enhances inter-departmental communication by documenting changes in policy Fulfillment Tools

15. Duplicate Account Check Increasingly critical to automate process due to increase in web orders One of few tasks which is still best done manually (at least in part) Fulfillment Tools

16. Invoices and receipts on-demand Automating this process saves CSR time Invoices generated from recent order; receipts generated from recent payment Ensures completion of the task by making it easy (e-mail & fax options) Fulfillment Tools

17. Overview Internet technology is driving key improvements in customer service Online documentation Database interactivity Streamlined processes