Notes from 2008 Fall Consortia Meeting
Client Care
Overall, client care service has declined substantially. Loss of the consortia client care team has had the predictable affect. Specifically:
There are longer wait periods for incidents to be resolved.
Action only seems to come after repeated complaints
Incidents are not updated regularly.
There is a lack of core knowledge among CC staff.
Service from contacts like Kristina Fengl is no longer as proactive.
Incidents are not properly routed.
There is slow response on high priority incidents.
Carelessness in training new CC staff (deleted sched list on production server).
There is no agreement or understanding about how priorities assigned to incidents.
We are SD’s face to a large customer group. When SD fails, we fail.
By the time we call we have already tried all the easy fixes. Client Care no longer seems to remember that fact.
Phone rings and rings. When someone is on vacation or out the incidents they are assigned are not worked on, leading to significant delays for the most minor of incidents (setting up SIP, etc.)
Marketing/Sales
SD does not actively market successful products like API.
We are all starting to see additional fees (unboxing, set up, project management) and would like a clear statement from SD about the need for such fees and when we can opt out of them.
We continue to believe SD’s fee to add libraries is excessive and inhibits growth of consortia – not an approach that endears SD to us.
Hardware configuration for new clients is inconsistent and poorly documented. Important items have been skipped. (No back up scripts for new sites).
Smart Source
Other issues
RDA – Need updates from SD.
Content (There are other content options and we want a competitive market and fast performance).
◦ Cost and lack of choice remains a significant issue.
◦ Performance remains a serious problem.
◦ A la carte – we would like to be able to choose elements of content and combine content choices with SD with 3rd party content choices.