A message from bibliotheca leadership

Field Service engineer
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Learn more about recent changes and enhancements to support and installation teams in the United Kingdom + Ireland

 

Dear bibliotheca UK & Ireland Customers,

I want to thank you for being a valued bibliotheca customer and let you know how much we’ve learned from you over the past year. Your continuous and candid feedback on our service performance has been genuinely appreciated and we’re pleased to announce some upcoming changes to reflect our intention of providing libraries with the best service experience possible.



At the start of this year we committed to improving your service experience as well as overall customer satisfaction. Following customer feedback, since March 2019 we have:

| Implemented a daily customer call-back process for all on site visits;


| Completed a full review of parts availability for 3M legacy products and where possible, re-stocked parts from our US operations;


| Hired Barry Stanfield as our new Head of Field Services;
| Added a new field service team with proven competence in bibliotheca’s product range;


| Invested in 600+ hours of product training for bibliotheca field engineers;


| Expanded the field service team (these staff will be operational in October following extensive bibliotheca product training)

The next phase in improving your service experience is an important one and involves another investment in our own field services team across the UK and Ireland. From 30th November 2019 bibliotheca will manage all field services for our customers. 



We plan to make the transition of field service responsibility from IBM (our current 3rd part provider) as quick, transparent and smooth as possible. Our highest priority is to strengthen customer relationships and provide the very best service delivery. IBM are supporting us in this transition. 



If you have any  questions or comments, please complete this form or contact me directly using my details below. 



During this transition period myself and my management team will regularly review the comments and get back to you.

BenYours sincerely,

Ben Sullivan
Managing Director of UK + Ireland
b.sullivan@bibliotheca.com

 

 

 

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