Slide 1
With this year’s economic downturn, we have seen more customers looking for ways to streamline costs. Now more than ever it is important we understand our customers’ challenges and provide alternative options to meet their business requirements. The team does so in a number of ways, for example flexible pricing and contract options and offering domain access to reduce the number of user IDs required.
Dialog customers depend heavily on the global customer operations team for everything from User IDs, passwords and account information to contracts, new sales orders and renewals. So, let’s get started!
Slide 2
Q: What is global customer operations and what do you see as the team’s main mission?
A: Global Customer Operations works with customers and other groups at Dialog worldwide to provide access to Dialog and DataStar via User IDs and passwords, contracts, access to specific databases and much more. We support Dialog’s corporate goals and ensure our team is a credible resource for all contract knowledge and processing. Our team embraces a number of commonly shared values — collaboration, accountability, customer focus, a bias toward action and results, appreciation and respect for diversity, entrepreneurial spirit and, at all times, the highest ethical standards. In our view, fostering a culture that embodies these values leads to success and growth for us and our business.
Slide 3
Q: Who is on the customer operations team?
A: The team is composed of five permanent members each with more than five years of experience at Dialog. Angela Goode, senior manager of Customer Operations and a 13-year veteran at Dialog, leads the group. To work in this unit, each member must have an understanding of financial concepts and be familiar with order processing and billing principles. Team members have bachelor’s degrees and/or master’s degrees with backgrounds ranging from accounting to finance. They also have previous experience with audits and compliance reviews. Because the group works so closely with customers and internal groups at Dialog, we are primarily client-focused.
Slide 4
Q: What tasks support your mission?
A: Our team works with internal groups across the Dialog business, particularly sales, the Knowledge Center, publisher management and billing. We create and manage Dialog and DataStar customer accounts, including new User IDs. No matter where you are located worldwide, Customer Operations makes sure your access to Dialog and DataStar is always available – that your User IDs and passwords are valid, your account is up to date and any contract you may have with Dialog is accurate and current. We review all new contracts for compliance and assist sales in account research, renewals and contract history. We also work with custom contracts and contract modifications. And, of course, we handle customer inquiries. We are always looking for ways to help our customers. For example, we have created an account support page on the Dialog Web site so it is easy for customers to update their account information adding users, changing a name or verifying a password.
Slide 5
Q: Why is your team’s role so important to Dialog customers? And, what makes your job at Dialog so exciting?
A: Global Customer Operations adds value to Dialog from the time a customer becomes a Dialog user and obtains access to Dialog to selecting specific files a user wants to search to setting up specific contracts that meet their needs. By conducting our business in an ethical and professional manner, we are a team committed to providing a high level of service to all our customers! As an ever-evolving support function, we are constantly looking for ways to improve our services to our customers and other groups at Dialog. In fact, our goal is to exceed client expectations.
Slide 6
Together, we face similar challenges as we strive to meet our goals. We respect each other and take pride in the quality of work we do each day. At Dialog we are given the opportunity to identify and implement better work processes to make our jobs more efficient, and we have strong support from Dialog to achieve a sustainable work-life balance.
We appreciate the Customer Operations team’s time to respond to questions we thought you might have about their work. Watch for interviews with other groups at Dialog in the coming months. Watch for interviews with other groups at Dialog in the coming months.