Librarian Expertise in Customer Resource Management Madison Bolls & Shari Clayman ASRC Primus – Contractors with the EPA
Using a CRM at EPA Agenda: • History of the CRM • What using a CRM has done for EPA • How a CRM works
What is a CRM? • Customer Resource Management • Tool used to manage a company’s interactions with its customers – Organizes – Automates – Synchronizes
Background • 90, 000+ email inquiries per month received by EPA offices • Hotlines could receive additional 8000+ monthly inquiries each • Broad range of inquiries including: – Technical problems – Environmental topics – EPA program issues
The Challenges • Everyone does their own thing – Can’t comprehensively track, analyze or share the information in replies – Unable to effectively identify gaps and overlaps in the information – No way to guarantee consistent and timely responses – No feedback loop to revise Web sites in response to inquiries and comments
Our Needs • We needed a system that: – Ensured that all incoming inquiries/comments are effectively routed, managed, tracked, answered and measured – Centralized system that combined different modules – FAQs, inquiry response, possibly chat – Was easy to use on the customer side and the administrative side – Allowed for centralizing some features while leaving others with program/Region offices
The Solution • Adopted an Agency-wide CRM system • Five offices joined the pilot – most employ a knowledgebase of FAQs and customer inquiry module • Fundamentally changes the quality of customer service – 50 - 70% email reduction – 10 - 30% call reduction • Saves the agency a lot of money – Home page – $170 K per year – Superfund- $130 K per year – Wastes - $693 K per year (eliminated call center)
The Library Team • Library team is chosen as the system-wide administrators because: – We were already effectively running a reference support system that was getting about 1000 inquiries a month – we could assist in identifying specifications for a potential enterprise system – Our team of librarians had experience with the full spectrum of needs: • reference support, • website management, • knowledgebase management, • customer service, and • vendor interaction
Today • We manage 24 different departments • Act as the liaison between the vendor and software users • Created and maintain our own portal to field technical questions, requests for customization, etc • Conduct on-boarding activities and training • Answer public inquiries as well as act as administrators
24 EPA Departments Air. Now Energy Star Portfolio Manager Radiation IAQ RCRA Waste Safewater TRI Superfund Climate Change Toxics Pesticides Enforcement and Compliance MOVES Fuels Programs Emergency Management Environmental Knowledgebase Superfund Web Change Ask a Librarian Human Resources EPA Collaboration EZ Tech CRM Support System of Registries
What do they look like?
Portal Accessibility Web portal accessible through the Epa. gov website (hosted on vendor server)
Environmental Knowledgebase • Open to all subjects relevant to the EPA mission • Review FAQs & submit questions • On average, the FAQs are viewed 104, 419 times per month • On average 271 tickets submitted per month • EPA has 10 business day timeline to answer tickets
Ask a Librarian • The EPA Library Network took on the tool to work in library services for EPA staff • Format mirrors that of Public Access: FAQs & tickets, with added live chat • Assistance with library services, available resources, research requests • Location-based for maximum service quality • “Follow the sun” workflow model
The Service Desk
Managing Staff & Quality Assurance • Staff have individual login accounts • Tracking for Staff actions, ticket and chat histories, and FAQ edit histories • Standard text for consistent responses and information • Established timeline & procedures for editing & updating the FAQs • Reporting functionalities
Consistency with the EPA Website • Streamline user experience with EPA site navigation • Edits to taxonomy & content needed to work with the websites • Improve the look and feel of the portal for positive customer experience
Overcoming Ongoing Challenges • Consistency between departments and managing expectations • Consistency and communication with departments that do not have the tool • Keeping up with technology and patron needs
In Conclusion! Using our information management expertise, we can adapt a made-for-business tool to provide consistent reference and support services for all patrons internal and external to government libraries!
Questions? Contact us Madison Bolls, Public Access/Internet Reference Librarian ASRC Federal Primus, contractor to EPA bolls. madison@epa. gov Shari Clayman, Public Access/Internet Reference Librarian ASRC Federal Primus, contractor to EPA clayman. shari@epa. gov Deborah Balsamo, Library Network Program Manager balsamo. deborah@epa. gov
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