Executive Vice President's Message
Moving Forward…With Customer Service

I am proud to update you on some exciting changes we’ve implemented in 2006. Many of these changes are the result of your feedback, and they are all intended to streamline operations for enhanced customer satisfaction.  It is our goal that everyone enjoys consistently excellent service.

First, come visit our new website ( www.clsi.org ), which was launched a few weeks ago. While the website maintains the same look and feel of the original, you will find it more intuitive, streamlined, and easier to navigate.  You will also notice that in addition to ordering documents online, you now have the option to renew your membership.

We have also upgraded our voice mail and telephone systems to the latest state-of-the-art technology.  The new system will provide access to our customer service representatives during regular business hours within three rings. Our staff has been trained to answer your nonscientific technical questions or refer them to the appropriate resource with one transfer. As a result, the number of transferred calls is down almost 75% from nine months ago; we are striving to reduce this number even further.

With internal quality improvements, the average time to fulfill your paper-based orders has been reduced to just over two days from our historical average of five+ days only nine months ago.

InfoBase 2006, our fully searchable documents portfolio on CD-ROM, will be ready for distribution in February and will now include proposed-level documents. For your convenience, the search capabilities have been enhanced, and a subscription option allowing users to receive a mid-year update with new documents has been added.

On 19 January, we went live with a major upgrade to our customer management IT system. Some key enhanced features include:
• Increased security and privacy protection of membership records
• Ease of updating member profiles for greater accuracy

While our customer support staff has done an excellent job of implementing these improvements, we always are looking for ways to continually enhance service to you, our customers.  Suggestions are always welcome; please e-mail us at customerservice@clsi.org, or call us at 610.688.0100. Representatives are standing by.

Glen

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