SirsiDynix

Several years ago at SirsiDynix, we began the process of assigning a dedicated representative – we call them library relations managers – to each of our customer library accounts to provide these libraries with personalized service for their library needs. Over the years, this approach has worked well, providing what is, in essence, an outbound, proactive, consultative service approach (as opposed to the classic customer support approach of taking calls and issues in a reactive mode).

Large, complex libraries that often have unique needs, it appeared, benefited the most from having a dedicated library relations manager. In fact, just a few weeks ago I was told of such a library having a particularly positive experience – thanks to a SirsiDynix library relations manager – and how this resulted in higher satisfaction and outcomes for this library in the midst of a staff project to customize the system’s patron experience. That kind of success, that kind of satisfaction, is exactly what we want for all our libraries.

So today, we are very excited to announce an expansion of this program that has served only a percentage of our library customers to date. It is our hope and goal that in the next 60 days, every SirsiDynix library will be assigned its own library relations manager. These library relations managers will now work closely with each SirsiDynix library, on a one-on-one basis, to understand the library’s goals and challenges, and to help each library reap the best benefits from our technology. They will coordinate activities, expedite issue resolutions and communicate product needs to SirsiDynix on behalf of the library, so that every library can attain the custom-made solutions that SirsiDynix technology was made to enable.

This library relations manager expansion effort is the first of several initiatives you will be seeing from SirsiDynix in the next few weeks. This, as with all our new SirsiDynix initiatives, is designed with one goal in mind: to take library technology service to the next level for our customers, and most importantly, for library users.

Please check back regularly for updates, and to give us your feedback. We love to hear from you.