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bibliotheca and Axiell partner to offer enhanced service delivery model

As of 1st September 2012, library technology provider bibliotheca will undertake the servicing for all Axiell support contracts as part of its continued commitment to servicing the UK library community.

Under the partnership, Axiell, one of the leading global LMS providers, will continue to be responsible for its Service Level Agreement (SLA) to its customers and remain the key contact for all service calls, while bibliotheca will focus on the installation and field service delivery for all Axiell’s support contract customers.

The move will see bibliotheca’s support capabilities expand by 40% with the acquisition of Axiell’s engineering and workshop base; allowing the organisation to better serve the whole library market with a larger base of engineering resources. By having an increased number of experienced, knowledgeable engineers all customers will benefit from faster response times and a higher rate of ‘right-first-time’ resolutions, as engineers identify the fault and parts required prior to the support visit.

Furthermore, customers will also receive a wider range of service benefits, including a spare part replacement service and an effective spares allocation process, and bibliotheca will now provide support to non RFID hardware as well as RFID solutions.

Commenting on the recent partnership, Jim Burton, Axiell’s UK Managing Director, says: “we are very pleased to extend our partnership with bibliotheca in order to provide a more comprehensive service delivery to our library customers. Joining forces with bibliotheca will allow Axiell customers to take advantage of bibliotheca’s expertise and engineering resources, receiving a dedicated, first-class service at all times.”

Darren Ratcliffe, bibliotheca’s UK Managing Director, also comments: “After many years of working with Axiell, partnering for service delivery was the obvious next step. bibliotheca and Axiell have many joint customers so combining our competences and resources to serve those customers seemed like the next logical stage. We look forward to working with Axiell and their customers, and providing a service that will look after their investment for many years to come.”

About bibliotheca
bibliotheca is dedicated to the development of solutions that help libraries connect with users in unique ways and provide engaging experiences, allowing them to continually evolve their library services for the changing needs of their communities. Their products are designed to provide a welcoming, intuitive and seamless environment for those that use the library – wherever they choose to use it - be that at home, on the move or within the library itself.

With over 30,000 libraries as part of their family, they have installed and continue to support more than 10,000 self-service units, 6,000 security systems and over 650 Automated Materials Handling (sorter) systems. In addition, the cloudLibrary™ digital platform powers eBook and eAudiobook lending at a further 3,000 libraries.

Axiell UK
Axiell UK provides library software solutions to one third of local authorities in the UK, while over 400 customers use Calm, the system of choice for Archives, Museums and Records Offices. The company is a leading business solutions supplier to libraries, archives, museums and records centres.

Axiell UK offers its customers both software and hardware and a full range of implementation, facilities management and integration services, and the company continues to be a pioneer in software development for libraries.

Axiell Group AB
Axiell Group is the world's fifth largest company in the sector, supplying IT systems and services dedicated solely to libraries, archives and museums as a target group and with its focus on library development.

Axiell develops technically advanced and innovative solutions in close cooperation with its customers. More than 1000 library organisations with thousands of branches in the Nordic countries and in the UK use Axiell's library management systems and Axiell Arena, the tool for the virtual library. The system for archives and museums, Axiell Calm is used by over 400 archives and museums in Europe.

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