PROVO, Utah, 16 December 2010 – SirsiDynix today announced that Matthew Hawkins has been named chief executive officer. Hawkins, the company's chief operating officer since 2007, succeeds Gary Rautenstrauch, who will remain with SirsiDynix as Executive Chairman. Hawkins' appointment is effective immediately.
"Our relationships with customers and trusted industry partners have helped us serve libraries better in recent years, and I will continue to focus on growing those relationships," said Rautenstrauch. "Matt and the SirsiDynix management team are committed to serving our customers and positioning SirsiDynix for long-term success in the library industry – and I look forward to the results for the company and our customers."
As chief operating officer, Hawkins implemented several business initiatives, bringing measurable improvements to the company's customers. Hawkins brought worldwide SirsiDynix customer support to the SirsiDynix Technology Center in Provo, resulting in more efficient, quality customer support. Additionally, he expanded the company's Library Relations Manager team, giving each customer an expert contact within the company.
During this time, average customer satisfaction scores improved seven percentage points to 93 percent. In addition to improved customer satisfaction, SirsiDynix customer support handles more cases, more efficiently. Today, over half of support cases are resolved on the same day they are opened.
Hawkins also oversaw the expansion of SirsiDynix's industry-leading software as a service (SaaS) offering. Today, SirsiDynix hosts over 700 library customers' technology, allowing libraries to save money and focus on the important work of serving their patrons.
Customers are committing to SirsiDynix as a result. The company announced yesterday that 80 customers using legacy library management systems have decided to migrate to SirsiDynix Symphony in 2010. The company also celebrated 27 new library systems that have selected SirsiDynix this year.
In a meeting with SirsiDynix staff on Thursday, Hawkins said, "As a company, we have a great responsibility to libraries and their communities. Our challenge is to give our customers what they need today, while planning for what libraries will need tomorrow.
"Being customer-focused is at the heart of our day-to-day operations." Hawkins is planning a series of initiatives that will bring an active customer voice into all areas of the organization.
Also announced is the return of Bill Davison, who will succeed Hawkins as chief operating officer. Davison worked for SirsiDynix from 2002-2008, most recently as chief operating officer. Davison will oversee the company's sales, professional services and customer support groups.
"As our technology partner, SirsiDynix has worked hard to respond to library needs in a vastly changed world. Libraries are finding better ways to serve our communities in difficult times, and technology plays a large role in our efficiency," said Lesley Boughton, Wyoming State Librarian. "We look forward to working with Matt, Bill, Talin and the SirsiDynix team to find new opportunities for libraries' success."
Robert Smith, chairman and CEO for Vista Equity Partners, which owns SirsiDynix, thanked Rautenstrauch for his work. "Gary led SirsiDynix through substantial business improvements, bringing an understanding of the library industry that has ensured the company's success.
"SirsiDynix is well-positioned to continue bringing empowering technology to libraries. Matt's experience and vision will serve SirsiDynix well, and we look forward to seeing success through his leadership."
SirsiDynix connects people with knowledge at over 20,000 libraries around the world. Through library management technology and search and discovery tools, libraries using SirsiDynix technology bring relevant resources and the power of knowledge to their users and communities. SirsiDynix technology is architected to be open, scalable and robust, offering a complete solution out-of-the-box, and unparalleled flexibility through APIs and web services. Complemented by the most experienced training, consulting and support staff in the industry, SirsiDynix helps libraries create tomorrow's libraries, today. www.sirsidynix.com