Reprints Desk Officially Rolls Out Library Help Desk Add-On Solution Following Multiple Sales and Deployments
Research Solutions, Inc. (OTCQB: RSSS), a pioneer in providing on-demand access to scientific, technical and medical (STM) information for life science companies, academic institutions, and other research-intensive organizations has rolled out a new help desk add-on solution to the award-winning journal content access and management solution Article Galaxy. The new help desk add-on provides existing Article Galaxy customers with the option to supplement their existing Reprints Desk services with tier-one library support wherein Article Galaxy support agents review incoming library service support requests, then either respond or escalate responses to designated client counterparts. Additional help desk service level options include full-service support to resolve all library service inquiries and the option to provide a custom online help desk ticketing system and knowledgebase.
“Reprints Desk built its reputation for service and support in document delivery, arguable one of the most difficult categories to get right within the information industry,” said Scott Ahlberg, chief operations officer at Reprints Desk. “Expanding our best-in-class people, processes, technology, and 24/7 availability is a natural extension of our core capabilities and helps our clients who increasingly need to serve growing populations of end users with fewer administrative resources.”
As a supplier of outsourced library help desk solutions, Reprints Desk can facilitate support for all types of requests related to document delivery, subscription access inquiries, database or software seat management, and general library inquiries, with full reporting on response times, resolution times, user satisfaction, performance against service level agreements, and a number of other key performance statistics. The support group is comprised of more than 50 staff members, the majority who have earned Bachelor’s degrees, Master’s degrees or Ph.D.’s in Library and Information Science, Nursing, Pharmacobiology, Bacteriology, Nutrition, Genomics Biotechnology, Biology, Chemistry, Chemical Engineering, Industrial Chemistry, Applied Linguistics, International Relations, Industrial Engineering, Mechanical Engineering, Psychology, or Accounting.
Corporations, academic institutions, and government organizations around the world rely on Reprints Desk and its online platform Article Galaxy for legal access to full-text scientific, technical, and medical (STM) content. Article Galaxy provides one-stop shopping and lowest cost acquisition of full-text journal articles from nearly any publisher without requiring the use of credit cards for each transaction. Founded by Peter Derycz, also the founder of Infotrieve, Reprints Desk has ranked #1 overall and in each category in a document delivery vendor survey of buyers conducted by Outsell since the company’s inception.
For more information about Research Solutions, visit www.researchsolutions.com. For more information about Reprints Desk or the journal content access and management platform Article Galaxy, visit www.reprintsdesk.com.
About Research Solutions
Research Solutions, Inc. (OTCQB:RSSS) and its wholly-owned subsidiary Reprints Desk, Inc. (www.reprintsdesk.com) are pioneers in providing on-demand access to scientific, technical, and medical (STM) information for life science companies, academic institutions, and other research intensive organizations. Our customers include 70 percent of the top 25 pharma companies in the world. Our cloud-based software-as-a-service (SaaS) solution, Article Galaxy, provides customers with access to the over one million newly published articles each year in addition to the tens of millions of existing articles that have been published in the past, helping them to identify the content that is critical to their research. We help our customers create and speed discoveries, save time and money, and remain copyright-compliant. We have arrangements with numerous STM content publishers that allow electronic access and distribution of their content. In addition to serving end users of content, we also serve STM publishers by facilitating compliance with applicable copyright laws.
About Reprints Desk®
Reprints Desk improves how journal articles and clinical reprints are accessed, procured, and legally used in evidence-based promotions, medical affairs, and scientific, technical, and medical (STM) research. Organizations fueled by intellectual property choose Reprints Desk because of its collaborative business approach, efficient article supply system and services, and commitment to quality post-sales support. Reprints Desk has ranked #1 in every Document Delivery Vendor Scorecard from industry analyst and advisory firm Outsell Inc. since 2008.
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