Over the centuries libraries have become no strangers to change. Which is why they’re so adaptable. And in today’s rapidly changing environment, they’re required to be more flexible than ever before. Ask any librarian and they’ll say they’re being asked to do more with less. Shrinking budgets mean lower staff numbers, but the workload doesn’t go down.
It’s the same story, whatever the library, wherever you are. But what are the most pressing issues specific to serials management? At WT Cox we’ve been in the business long enough to anticipate our customers’ challenges, and we are well positioned to help them through the problem areas.
According to our customers, these are the top 5 challenges:
#1 – Transitioning
We hear from many new customers that they’re apprehensive about transitioning to a new Subscription Agency. They often say they’d wanted to make the change for a while, but were nervous about switching from their old vendor. Quite understandably, as there’s a lot of work involved, and new trust has to be established.
One of the first things we do at WT Cox, in customer service, is talk through the challenges each of our customers face in their particular library. We come up with a transition plan, together, which allows us to tailor our service to their needs. This takes all the stress out of the migration of their serials.
#2 – Invoicing
When a new customer comes to us at WT Cox, one of the top challenges they talk about is invoicing. It sounds simple but it’s actually quite a precarious area. All too often invoices arrive in a format that finance departments won’t accept.
So, during the transition period, we talk with our customers to find out what really suits their needs best. And we’re able to be truly flexible as our CoxNet account management system allows for invoices to be generated in a variety of ways – alphabetical by title, sorted by fund code and split invoices by fiscal year, for example.
#3 – ILS Set-Up
No migration is without its problems. Setting up a new ILS can seem a particularly arduous task.
This is why at WT Cox we have a dedicated team who walk both new and existing customers through the ILS set-up process. We’re happy to explain what is needed to complete the process and run tests to ensure everything’s running smoothly. We do this for both invoicing as well as claims, to make sure live invoices and claims are transmitted without errors.
#4 – Customer Service
“We pride ourselves in providing the best customer service in the industry.”
Dawn Babich, Customer Service Manager – Academics
Customer service can be a major pitfall. It makes all the difference when it comes to managing your library services. If it works, you don’t notice it’s happening, but with poor customer service, you can end up chasing your tail. And that’s when problems start to snowball.
We know how crucial good customer service is. At WT Cox we assign each client a Customer Service Specialist, who learns the ins and outs of their individual account. Our specialists are quick and responsive. In fact, our customer service team considers themselves to be an extension of your library staff – that’s how closely connected we are, and how seriously we take this. We’re here to help, after all.
#5 – Systems
The amount of systems librarians must deal with can be a real problem. Different vendors have different systems, which work in different ways. It’s vital to minimize the workload on libraries, and make things as simple as possible.
CoxNet is WT Cox’s proprietary system, which we provide to all our customers. It’s easy to use, but even so we provide training for everyone, both new and existing clients. It’s the most user-friendly interface we know, in fact, and our customers love it.
With CoxNet you can view orders, place claims and view responses, view electronic details, edit and submit renewals, and a lot more. Plus, we are always open to suggestions about how to improve your serials management system. We add enhancements regularly and always welcome customer feedback. We’re listening!
So take a look at the services we provide at WT Cox. We’re known for our outstanding commitment. We make your serials management our business.
WT Cox – Experience Choice. Where extraordinary service happens.