Business News

SPi Expands Its Customer Service Relationship With Oxford Journals

Thursday 04. December 2008 - SPi, a global provider of editorial, content production, and business process outsourcing solutions (BPO) for publishers and other information providers, announced today the expansion of its customer service engagement with Oxford Journals, a Division of Oxford University Press (OUP).

SPi’s partnership with Oxford Journals on its Customer Service outsourcing initiative began in 2007. As part of this program, SPi provides a process-oriented, metric-driven transaction processing model for back-office customer service activities which include the processing of both electronic and hard copy journal claims. The expansion of the program will involve processing additional types of transactions and requests like cancellations, non-renewals, address modification and pro-forma invoices.
Speaking on the occasion, David Painter, Head of Customer Services for Oxford Journals, remarked, “As an international journal publisher of widely sought after scholarly materials, we aim to provide the highest level of customer service to our individual and institutional clients across the globe. As such, it is essential for us to work with a partner that can not only meet but exceed our expectations for providing our customers with a seamless, high quality customer care environment. SPi has achieved this and has continually impressed us with its rigorous, process driven methodologies, and deep domain knowledge of our customers and products.”
Bill Schieffelin, Senior Vice President, Sales and Global Account Management, SPi, remarked, “This expansion is a testament to the best practices SPi employs to fulfill the customer service needs of publishers like OUP. Our goal in serving our clients is to combine our deep domain knowledge in Publishing with our experience in providing end-to-end customer service solutions to skillfully perform tasks that ultimately help improve our clients’ operational performance and bottom line.”