Follett Software

Follett software has great customer service and tech support. I have always been helped in a kindly manner and more often than not have had my problem resolved, except in certain cases where what I have wanted to do cannot be done with the current version. Other library software companies I have used have had terrible customer service if at all. For the most part, Follett does respond to patron feature requests in updated versions.

Strengths: Follett Library Software is a very good solution for Library database needs. It is relatively user intuitive and easy to navigate. It includes the majority of the features that we need in order to conduct our library business accurately and efficiently. Getting the information out of the database in usable reports is both easy to navigate and produce.

Needs to improve: Follett software matches up well with the competition. Prior to Follett, we used Dynix, which was a frustrating experience. Follett could improve in adding or changing features that might specifically apply to school libraries versus public libraries. It would be useful if certain features could be customizable rather than having to wait for updates to come out. Every report should come out in pdf format as well as convert more easily to excel if needed for further manipulation. In a patron fines report, the total owed should also appear when opened in excel rather than only from the software itself.

While I use Follett Library Resources to buy library materials, I mainly use them now for circulatable audio and ebooks, as the prices for their "hard-copy" books is on the high side. I can get more for our money buying hard-copy books from other vendors. We use their Follett Shelf and Enlight products which is a good interface for the audio and ebooks. Their book ordering interface, Titlewave, is an easy way to find what you want to purchase although it can be a tad confusing and cumbersome to use at times.

Strengths: Follett Library Resources has a good selection of useful books for our school library. They have a good e-reader component that works well with teachers and students alike and have a good selection of audio and ebooks from which to choose.

Needs to improve: Their prices trend on the high side and the condition and speed of delivery of "hard copy" books is on the slow to not-reliable side.

Exceptional customer service. I just send an email to the rep with what I need and she gets back to me very promptly. They usually have whatever I need and at a competitive price. Prompt delivery as well.

Strengths: I can pretty much always find the textbooks I need from Follett. More often than not, I can find the textbooks used which is a great plus as Textbooks are very pricey. The customer service rep that I work with is very prompt with her answers and price quotes and will usually match or lower a price that I have found elsewhere. The used Textbooks that we order are in excellent condition and they usually have the quantities that we need. They are very prompt with their deliveries as well.

Needs to improve: Not too many weaknesses. Sometimes they cannot beat the price for large quantities of the same novel and I will end up having to go with a different vendor.