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Overview

Serials Solutions, a business unit of ProQuest Information and Learning, has extended the hours of its Library Support group to offer support for the entire Asia-Pacific region. Customers in Japan, China, Australia, New Zealand, and other countries can now enjoy an immediate response during business hours. Serials Solutions library support staff is available by phone or email Monday through Thursday from 6 a.m. to 11 p.m., Friday from 6 a.m. to 6 p.m., and Sunday from 2:30 p.m. to 11 p.m. (PST), an extension of previous Monday through Friday hours of 6 a.m. to 6 p.m.

“With more than 100 customers in Asia and Oceania and an expanding global client base, Serials Solutions is committed to providing the highest level of service possible worldwide,” says Jane Burke, general manager of Serials Solutions. “As demand increases for electronic resource management, we want to be sure that our clients have access to support when they need it, no matter their location.”

Over the last two years, Serials Solutions has experienced expansive growth in China, Japan, South Korea, and New Zealand, in addition to a large preexisting Australian customer base, making the Asia-Pacific region a substantial part of Serials Solutions’ global family. Though Serials Solutions’ extended support was designed with Asia-Pacific clients in mind, all Serials Solutions customers can take advantage of the new hours.

 “At Serials Solutions we realize that keeping up with changing technologies can be a big undertaking and we want to help make our products easy to use,” says Sean Kramer, Senior Library Support Analyst.  “The support staff works closely with sales, technical departments, and product groups to make sure that customers’ big questions get answered just as thoroughly as small ones. With these new hours, the support team is more accessible and can ensure that answers are provided quickly and personally for our overseas clients.”

As part of its ongoing commitment to provide superior library support, Serials Solutions guarantees that clients will receive individual assistance and straightforward answers from a team of dedicated service representatives that specialize in each of Serials Solutions’ products. 

About Serials Solutions

Serials Solutions, part of ProQuest Information and Learning, is the industry leader providing complete e-resource access and management solutions to over 1700 libraries worldwide. Founded by a librarian for librarians, Serials Solutions helps librarians and patrons find and use electronic content through its Access & Management Suite (AMS), Full MARC Records service for e-journals, Article Linker - Serials Solutions’ comprehensive OpenURL link resolver, Central Search - a powerful federated search engine, and ERMS - a lifecycle manager for electronic subscriptions. For more information, please visit www.serialssolutions.com or call 1-866-SERIALS.

About ProQuest Information and Learning

ProQuest Information and Learning, a division of ProQuest Company, is a world leader in collecting, organizing, and publishing information worldwide for researchers, faculty, and students in libraries and schools. Known widely for its strength in business and economics, general reference, genealogy, humanities, social sciences, and STM content, the company develops premium databases comprising periodicals, newspapers, dissertations, out-of-print books, and other scholarly information from more than 9,000 publishers worldwide. Users access the information through the ProQuest® Web-based online information system, Chadwyck-Healey™  electronic and microform resources, UMI® microform and print reference products, eLibrary®, SIRS® and Serials Solutions resource management resources. ProQuestSmart® Search was named "Best Specialist Search Product" by the International Information Industry Awards in late 2005. For more information about ProQuest Information and Learning, visit www.il.proquest.com.

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