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Top ranked Polaris customer support implements new system to further enhance customer service

Press Release: [March 25, 2013]

Copyright (c) 2013 Polaris Library Systems

Abstract: Polaris Library Systems introduced a new software system to further enhance its customers’ support experience. Designed by PhaseWare, a leading provider of customer service and support software, the system provides one-stop access, through the Polaris Supportal, to ticket status, an extensive knowledgebase, project management tools, robust enhancement process features, peer-to-peer information sharing through new forum software, and much more.


SYRACUSE, N.Y., March 25, 2013 — Continuing its commitment to leading the industry in customer satisfaction, Polaris Library Systems, a trusted provider of technology solutions and services that help public, private and academic librarians serve their communities, introduced a new software system to further enhance its customers' support experience. Designed by PhaseWare, a leading provider of customer service and support software, the system provides one-stop access, through the "Polaris Supportal," to ticket status, an extensive knowledgebase, project management tools, robust enhancement process features, peer-to-peer information sharing through new forum software, and much more.

"Polaris is committed to providing the industry's best customer support, each and every day, and that means continuously looking at our processes to determine what we can do better," said Jodi Bellinger, vice president of customer operations, Polaris Library Systems. "When we saw the power of the PhaseWare system and realized the efficiencies and process improvements it would afford our staff and our customers, we didn't hesitate to make the investment."

The company's commitment to its support team has made an impact on its customers and on the industry. For the sixth year in a row, Polaris was ranked number one in customer satisfaction among its industry peers as a result of Marshall Breeding's annual survey, "Perceptions 2012: an International Survey of Library Automation," published in January of this year. Full results from the survey are online and can be accessed here: http://www.librarytechnology.org/perceptions2012.pl.

About Polaris Library Systems

Polaris Library Systems earns the highest customer satisfaction ratings by focusing on one goal: helping librarians better serve their communities. A true technology partner, Polaris uses a deep understanding of libraries and patrons to thoughtfully design products and services that meet today's most challenging needs. Over 2,000 public, private and academic libraries count on Polaris automation platforms to maximize time and resources, reduce costs, boost productivity and improve patron satisfaction every day. Polaris is dedicated to providing unique, reliable solutions that empower libraries to build better patron relationships and a productive, bright future. Visit www.polarislibrary.com for more information.

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Publication Year:2013
Type of Material:Press Release
Language English
Issue:March 25, 2013
Publisher:Polaris Library Systems
Company: Polaris Library Systems
Record Number:17786
Last Update:2013-03-25 13:11:30
Date Created:2013-03-25 13:11:13