As Always, Customers are our Driving Focus
As you will see as you make your way through this site, there’s a LOT of news at Wolper Subscription Services. We’ve been busy making strategic enhancements in order to stay on top of your needs and to stay competitive in this fast-changing market.
In concert with those initiatives, we’ve also been updating our marketing materials, in both look and substance. This is one of the first public appearances for our new logo. There’s also explanation here about extensive changes to our web site and additions to our services.
Amid all this change, there are some things that you won’t find changed. Chief among them is our devotion to customer service excellence - customized and personalized for your unique needs. This is a Wolper fundamental.
We believe that a customer service mandate and emerging technology go hand in hand. That’s the concept behind a tagline we introduced last year, High Tech, High Touch™.
Within the serials management field, the continuing push toward electronic resources and desktop solutions demands that we keep technology high on our list. But we’ve found that high tech requires high touch, too. And with our over 30-year focus on delivering extraordinary customer care, we’re well-suited to deliver on both ends of this delicate balance.
In the past year we have focused our ethic of constant improvement at least partly on being able to bring to you new electronic resource access and management tools. At the time, we were researching and analyzing needs and the various players in the marketplace. We briefly considered developing a suite of solutions in-house. Finally we opened up a dialog with one of the leaders in the field, TDNet. After many months of conversation and negotiation, we were able early in 2008 to announce an exclusive partnership designed to provide a one-stop solution that reduces cost and complexity and improves productivity for libraries and managers of corporate knowledge and information bases. TDNet (if you haven’t already been introduced to them) develops and markets advanced solutions for managing and accessing external and internal e-resources of institutions. TDNet’s portfolio includes Searcher Analyzer federated search service, full text TOUResolver, Journal Manager, Holdings Manager, and a newly-released eBook Manager. Your Wolper sales representative can tell you much more.
Internally, our “high tech” investments continue to enhance the content, functionality and appearance of both our public and proprietary (WOLPERweb®) websites. And while we endeavor to make our WOLPERweb interface as intuitive and user-friendly as possible, and wrap it in helpful features and ready-at-a-click QuickGuides, etc., we continue to strive to be ever-ready with a human voice on the other end of the phone (never an auto attendant), and to go above and beyond to deliver quick and satisfactory action in response to claims, queries, and customer suggestions.
We checked in with you regarding our “Touch” by conducting our first-ever customer satisfaction survey in fall 2007. (If you were one of our respondents, I want to thank you again for your participation. This was invaluable information gathering that you contributed to.) Overall, we learned that we often, in fact, deliver beyond your expectations and that nearly all of you would recommend Wolper to a colleague. We are equally tickled and humbled by this feedback. Now we know how high we’ve set the bar, and we’re committed to maintaining those kinds of results. We will continue to solicit performance feedback as well as input about your changing needs and how we can continue to help you grow and succeed in your own businesses.
So, look for another survey later in 2008. But please don’t wait for that invitation to bring us any comments or questions. You are more than welcome to drop me a line or call anytime.
Thank you, as always, for your business, for your trust in our services, for your opinions and insights.
Sincerely,
Susan Wolper
President and CEO
610.559.9550 tel
610.559.9898 fax
swolper@wolper.com
©2006-2011 Photography by Susan Wolper
In the spirit of our primary tagline, “We are the calm…”, our site includes a collection of photos that embodies the characteristic of calm. This idea — like the images — inspires us. Stop and savor the Wolper difference.