Process Module: Manage User Relationship
Definition: Describes processes to handle CRM (customer relationship management) including a user’s initiation for request of service to the fulfilling of that request.
Workflow / Process Diagrams:
Use Cases: A user submits a request for service in-person, via online form, or via real-time chat. The request is logged, triaged, and tracked for timely response. System will have automated methods to present user with a knowledge base of answers or to assign a service provider. If a service provider is assigned but a response has not been made in a predetermined amount of time, the service provider is automatically notified.
A user asks how to create an inter-library request. System logs and triages request and then automatically presents user with ILL documentation web page.
A user submits search queries for desired research materials. System recommendation function analyzes queries and presents user a list of other materials in similar research area.
A user wishes to be routinely notified of new resources acquired by the institution in their area of interest. System has automated methods to capture and store this information and respond with email or RSS feed listing new acquisitions.
A user has borrowed materials that are now overdue. System notifies user based on user’s preference such as 1) paper notice sent via traditional mail, 2) electronic notice sent via email, or 3) electronic notification via automated phone call. Resolution of overdue materials including such things as overdue fines, replacement fees, and patron claims-returned are also tracked by system.
