Ann, B. C., & Graves, T. (2006). Using Customer-Service Software to Manage Serials Online Access Issues. The Serials Librarian, 50(3/4), 213-215.
What: the University of South Florida (USF) library's experience using CRM to manage online serials access issues
Why: Originally a listserv was used, but tracking problems was difficult. CRM software was implemented to improve efficiency and workflow
Summary: After implementing SFX from Ex Libris, USF hired a serials access manager after not having one for over a decade. With the implementation of SFX, a listserv was initially set up to deal with access problems, but this proved to be an unsatisfactory format as emails tended to get buried and thus went unanswered. The CRM service has a web form for reporting issues, sends out an automated confirmation email after a submission (which includes contact info for talking to actual people as well), queues the problem to a particular library staff member, and reminds the staff person responsible for handling the problem via email to respond if nothing is sent within three days. The software shows repeated patron use and the general consensus is the CRM is an improvement on the old system.
Conclusion: The use of CRM greatly improved USF's online serials access workflow and their customer service in that regard as well.
Evaluation: This article is a good example of how CRM can be used in technical services, an area often overlooked when thinking about CRM in a library, as TS folks are typically back-end workers, although this use of CRM has applications across all types of libraries, especially as more resources become digital.
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