Hi Tracy,
 
I am a little confused by this email. As far as I understood we agreed that you would send the press release to all listservs and then another email to the contacts I provided (which is where we also had our email addresses listed) and that both emails would go out yesterday. I also thought you'd use your Accucoms email address for these emails. 
 
Below email is the only one that I received and it looks like the one you sent to UKSG. Have you copied me on purpose so I saw you emailed the new editor there? 
 
We didn't receive the email that you were going to send to all our contacts. Have you sent that one yesterday?
 
Sorry for chasing you about this but this was all planned to have happened before SSP. I emailed you yesterday but didnt hear anything. It would be good to know if something didn't work out so we can recover or plan better next time. 
 
Thanks for letting me know. 
 
Best,
Pinar

________________________________

From: An informal open list set up by the UK Serials Group on behalf of Tracy Gardner
Sent: Tue 6/5/2007 16:00
To: [log in to unmask]
Subject: Press Release: Local language support holds the key to customer satisfaction





Please see below for an announcement regarding a new local language customer
support service from Accucoms that could be of interest to subscribers of
this list.



PRESS RELEASE: Leiden, 4th June 2007



Local language support holds the key to customer satisfaction say European
librarians



An in-house customer satisfaction exercise carried out by Accucoms BV has
recently shown that European librarians greatly value having a customer
service contact they can talk to in their own language and time zone about
subscription problems and other customer service related issues.



Accucoms has reported that many subscription related problems have been
resolved and good relationships restored since they began providing local
language customer service support on behalf of a number of US and European
publishers.  Raluca Pop, Account Manager, Accucoms, who was responsible for
carrying out the research said "The general feeling amongst the librarians
we talked to was extremely positive. Many welcomed the commitment to
customer service shown by the publishers we represent and said that it had
been a relief to talk to someone in their own language about their
subscription problems."



Mrs. Santamaría, librarian in the Vall D'Hebrón Children's Hospital
(Barcelona, Spain), explained that, "personal support is a basic requirement
and if the support is in my own language and time zone, it is perfect." She
expressed the importance of further specialization in companies who provide
these services to libraries and applauded the "wonderful initiative" taken
by the publishers offering their Customer Service through Accucoms.



Mrs. Grison from Ecole Veterinaire D'Alfort (France), told Accucoms that she
is pleased to have a French speaking contact in her own time zone to discuss
any subscription and/or access related issues. She said "for me, the
language and time zone difference especially with American publishers are
crucial obstacles to solving our problems. I am happy to know that I will
have a dedicated French speaking contact person at Accucoms".



Lennart Eklind, Biology Library, Stockholm University (Sweden) said of the
service "Of course personal support is something you can never get enough
of! Subscription issues can sometimes be quite difficult and so of course
personal support is necessary. A specialized European point of contact for
American scholarly publishers is a very good idea. The time zone is one
problem and if you can talk to someone in your own language about
publication problems, that saves me a great deal of time".



"Time and time again we solve subscription and other customer service
problems that cannot be solved by the agent, for one reason or another",
commented Pinar Erzin, Managing Director, Accucoms.  She went on to say "We
provide a complete, out-sourced multi-lingual customer service operation and
publishers are really benefiting from the service we offer their customers.
Customers are finding that it is a cost-effective way of improving customer
service and in turn has benefited their sales.  We understand the market,
understand the issues and have no language barriers to overcome."



Diane Sullenberger, Executive Editor, PNAS says of the service Accucoms
offers "As the market evolves and becomes ever more complex, front line,
high-quality customer service is going to be key to our continued success.
We do not have the resources to provide this level of service and
multi-lingual support ourselves and are delighted to be able to outsource it
to a partner we can trust.  The results of the research carried out by
Accucoms underscores their commitment to us and to our customers."



Contact Details

Orla Wilkinson, Schipholweg 101b, 2316 XC Leiden, The Netherlands

Tel: +31 (0)71 5247630, Fax: +31 (0)71 5280628

Email: [log in to unmask], Web: www.accucoms.com



About Accucoms

ACCUCOMS BV is an independent company providing specialist sales and
marketing services for scholarly and society publishers worldwide. Based in
The Netherlands, with an office in the US, ACCUCOMS provides cost-effective
and efficient inbound and outbound telemarketing, sales support and customer
service.