ABSTRACT

SUMMARY. Carol Ann Borchert described how the University of South Florida is using customer relationship management (CRM) software to manage serials online access issues. Originally, an internal e-mail listserv was used to report problems, but tracking problems was difficult. To better manage the workflow, customer-service software was implemented to monitor access problems. [Article copies available for a fee from The Haworth Document Delivery Service: 1-800-HAWORTH. E-mail address: <docdelivery@hawortIipress.com > Website: < https://www.HaworthPress.com >]