LONDON, UK – March 12, 2009 – Elsevier, the world’s leading publisher of science and health information, has selected SmartPoint, to deliver a simplified, connected view of customer information in its EMEA customer service department for scientific books and journals.
Elsevier employs more than 7,000 people in over 75 locations in 25 countries. It has a global scholarly community of 600,000 authors publishing 2,000 journals and 19,000 books with 2,000 new books each year. The EMEA Customer service department for books and journals, based just outside of Oxford, UK, has 80 customer service agents (CSAs) and handles 10,500 customer contacts a week.
Elsevier wanted to improve the efficiency of its books and journals customer service department by streamlining the number of systems accessed in the course of responding to customer enquiries. A key objective is to reduce call times and provide a more connected view of customer information for its CSAs.