First, I would like to share a bit of my own background. I have been with ProQuest for nearly 10 years, starting in the former Serials Solutions business unit. My focus has been on Asia Pacific support and training. I moved to Japan from Seattle in 2010 to increase our in-region support capabilities. I have lived in Japan nearly 15 years in total, and worked in the library software and content industry since 1998.
I’m excited to introduce you to our Asia Pacific Customer Experience team. As ProQuest has grown, so has our ability to get closer to our clients around the world. This is the best way for us to keep you informed, know your needs, and help you address them. Our goal is, of course, to ensure ProQuest is your best partner in research.
We have a number of initiatives across the region geared towards improving our ability to be a better partner with clients locally. Some examples include:
>> Open forums in Australia and New Zealand – These have been led by our Regional Support Manager, Spencer Pixton. Spencer has been sharing our vision for ProQuest Customer Experience and gathering client feedback to ensure we are all aligned. I’m thrilled that the feedback so far has been extremely positive; that means we’re on the right track!
>> Localized training videos – Ensuring that recorded training is not only available, but also in the local language and with localized content as appropriate.
>> Data-driven proactive outreach and training to ensure a return on your investment.
>> In-depth, advanced training and consulting designed to encompass everything that ProQuest has to offer. This includes your entire workflow, product set, and range of users.
Additionally, we have built a great team of nearly 30 customer experience professionals within Asia Pacific dedicated to implementation, training, and ongoing support. We’ll be introducing some of them to you in future posts, so be on the lookout for those!
My own expectations are very high, and I think yours should be too. We look to not only meet your expectations, but exceed them.
Please contact me directly at Sean.Kramer@proquest.com – I’d love to hear your feedback!