ARCHIVED: CRIV Visits CCH Incorporated and Addresses Important AALL Member, Customer Service Issues

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October 14, 1997


AALL's Committee on Relations with Information Vendors (CRIV) began a planned series of vendor site visits with a visit to Riverwoods, Illinois-based CCH Incorporated on September 23-24, 1997. The vendor site visits are part of an effort to further two goals of AALL President Judy Meadows, as stated in the President's Briefing that appears in the October 1997 issue of the AALL Spectrum. The goals are 1) to raise the level of discourse with and about publishers to one of cooperation and understanding, and 2) to provide AALL members with concrete suggestions and tools for dealing with the sea change in the world of legal publishing.

The visit began with a welcome from Hugh Yarrington, CCH Incorporated's President and CEO, who expressed his willingness to work with the CRIV and a commitment to continually improve customer service. Yarrington and John Marozsan, COO of CCH, explained that their company's large growth (currently handling over 700 products) has prompted a reorganization composed of four groups: Business and Finance, Federal and State Tax, Health and Human Resources, and Small Office/Home Office.

Customer Service is led by CCH Vice President Gene Landoe. Landoe stated that 1997 operating targets include improving customer satisfaction and the quality and quantity of customer service interactions. To accomplish this, CCH provides ongoing training for its customer service representatives and has reorganized its customer service staff into units that complement the sales structure.

The CRIV toured the CCH Customer Service Center and saw two training rooms. During the tour, the CRIV gained valuable insight about CCH's customer service that might help AALL members and their transactions:

  • A customer service representative, not a local sales representative, is the best person to contact with questions after purchasing a CCH product.
  • Sales representatives are now assigned by product areas, permitting CCH to provide a deeper knowledge of materials available. Some libraries that previously had one local representatives now have three. Libraries that prefer one representative will be accommodated.
  • As quarterly billing created problems for many customers, CCH representatives said they planned to abolish it. Also, CCH has recently simplified its invoices to make them easier to read.

The visit to CCH was the CRIV's first visit to a publisher in 1997. A visit to West Group is planned for November 1997, and others may follow.

CCH Incorporated is a leading provider of tax and business law information and software. The company and its subsidiaries track, explain, and analyze tax and related law, annually producing approximately 700 publications in print and electronic form for accounting, legal, human resources, securities, government, and health care professionals.

The American Association of Law Libraries was founded in 1906 to promote and enhance the value of law libraries to the legal and public communities, to foster the profession of law librarianship, and to provide leadership in the field of legal information. Today, with almost 5,000 members, the Association represents law librarians and related professionals who are affiliated with a wide range of institutions: law firms; law schools; corporate legal departments; courts; and local, state and federal government agencies.