Syracuse, NY (June 2000) Gaylord Information Systems (GIS) is pleased to announce that Mark Bengel has joined the organization as Director of Customer Operations. In this position, he will lead the GIS staff responsible for assisting and training GALAXY and Polaris customers.
Prior to joining GIS, Mark served as Senior Systems Analyst for the City of Eugene's Library, Recreation, and Cultural Services divisions. In that capacity, he implemented and managed the Eugene Public Library's Polaris installation. The Eugene Public Library has had the Polaris integrated library system up and running since October 1999. Mark has fourteen years of experience with Information Systems Technologies in the areas of Project management, Design and Programming, Systems Analysis, and Systems Management with the last five years focused on public libraries and library automation technologies.
"I'm very pleased to be a part of GIS," Mark said. "I feel a little like the guy who advertised electric razors by saying he liked the product so much he bought the company. My enthusiasm for Polaris was definitely a factor in my decision to come to Syracuse, but the driving force is my desire to work with GALAXY and Polaris customers to ensure they derive the best possible value from their automation systems. Customer support can help them do that."
In announcing Mark's appointment, GIS President Katherine Blauer said, "I am thrilled that Mark Bengel is on board to lead our support team. His knowledge of technology and experience in customer support organizations will help take our customer support to the next level. Mark recognizes that library automation systems are ‘mission-critical' to our customers and that it's imperative for our support staff to have a sense of urgency about responding to problems. His first step will be to put in place the structure to support rapid, effective problem-resolution."
To provide better support to Polaris customers, Mark has implemented a team approach with dedicated resources for each customer. Dedicated customer support staff will no longer do training, which will increase their accessibility to customers. Dedicated trainers will travel to customer sites, but will not do day-to-day customer support. This structure will provide for growth in the Polaris customer support area as new customers are being installed.
"GALAXY customers are already supported through a team approach and will continue to be supported in this way," said Mark. "What we've done is bring Polaris support in alignment with what we've found to be successful with our GALAXY customers."
Customer support staff will be contacting Polaris customers shortly to provide them with details on their customer support team. Mark Bengel will be at the ALA Annual Conference in Chicago in July to meet with GALAXY and Polaris customers. He can be reached at 1-800-272-3414, ext. 368.
GIS is a Microsoft Certified Solutions Provider and the 25 year-old software development division of Gaylord Bros., a leading supplier to the library industry for over a century. In addition to its library automation systems, GIS offers workflow analysis, retrospective conversion, and database enhancement services to libraries of all types. For more information, visit or contact GIS headquarters at 800-272-3414.