Never let service levels play second fiddle to price

Recognised throughout the sector for its quality, D-Tech believes that good customer care continues long after installation

Posted by Rianna Newman | July 20, 2017 | Teaching

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• #customer-care
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Because D-Tech International manufactures its own products, it is in the best position to provide spares and carry out repairs in the unlikely event of a breakdown. D-Tech knows how much any period of downtime can affect a library’s operational capability and have a significant and far-reaching impact on already stretched resources.

Any library security and self-service systems are a major investment. Whilst their benefits bring long-term savings and enable better use of resources, D-Tech appreciates that its customers need to know that their investment is protected. Founded in 2002, and an established family business, D-Tech will continue to support its products for as long as reasonably possible.

James Breakell, UK Managing Director, explains: “By developing our own technology and understanding our bespoke scalable solutions, we are always in the best position to improve current installations and provide our customers, new and established, with ongoing value for money.

“Technology evolves quickly, and unfortunately, we are contacted by many libraries whose systems are let down by relatively new, defunct installations, requesting our help. Time and time again, these requests demonstrate the importance of affording the quality of aftercare the same level of priority as price. 

“As a cross-sector provider, we recognise the importance of ascertaining a potential client’s needs and aligning that with their budget, to provide the best, long-term value for money. University libraries are generally seeking solutions that enable their patrons to have greater access to the facilities, whilst maintaining rigorous security. Whether that is through our RFID security products, our laptop self-service lockers, or an alternative solution, the bottom line is that it needs to last and it has to integrate with current systems and practices.”

D-Tech has recently completed an RFID installation at St Anne’s College, which is open to all members and associates of the College. It is one of the largest college libraries in Oxford in terms of current stock, containing over 100,000 volumes and periodicals.

With two libraries, located apart, it was important to find a solution that was not geographically restrictive and works simultaneously across them both. Both libraries are open to students 24-hours a day, so needed reliable equipment installed to facilitate this amenity, along with ongoing service and repair support should any problems arise. 

Clare White, St Anne’s College Librarian, says: “The D-Tech installation has enabled us to increase security and improve our tracking capabilities. We have been very happy with the service we have received. D-Tech supplied a team who spent a fortnight applying RFID tags to our extensive stock in the lead up to installation and liaised with our contractors with regards to things like cabling to ensure minimal disruption. We have found them to be very responsive as far as any support issues are concerned and would definitely recommend D-Tech to other libraries.”