Wednesday, April 22, 2009

Behind the Scenes of Customer Notifications

We send notifications to our customers regarding holds, overdue items, and assumed lost items. We send these notifications by email, telephone, or US mail and it is up to the customer to choose which method they prefer.

Currently, we have about 363,000 registered customers and here is the breakdown for notification preference:

  • 84% TELEPHONE
  • 13% EMAIL
  • 3% US MAIL
Telephone customers will receive a hold notification and overdue notification. Our SVA service handles this process. It will attempt to notify the customer three times. If someone answers or an answering machine answers, it will cue the recording and will count as a notification. If SVA cannot notify the customer about an overdue item, then a mail notice will be sent at the same time that all other mail notices are sent (only for overdue, not holds). If an item status changes to assumed lost, these customers are sent a US Mail notice.

Email customers receive several notifications since it is so much easier to send emails. They receive a hold notification on the day the hold becomes available. If the item has not been picked up after four days, they receive another email. They also receive an email three days prior to an item being overdue, three days after the item is overdue, and ten days after the item is overdue. If an item status changes to assumed lost, these customers are sent a US Mail notice.

US Mail customers receive only one overdue notice, and that is all. They do not receive hold notifications. They will also receive, via US Mail, any assumed lost notices.

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