In his current role, Scott is always looking for ways to improve customer service. Feedback from customers is Scott’s favorite place to find those opportunities. One pattern identified from customer feedback is the value of emotional IQ in hiring and evaluating exceptional Customer Support staff – an even higher predictor of success than technical intelligence. With the realization of the importance of “EQ,” Customer Support revamped their evaluation process. The new top evaluation criterion? Conscientiousness. This qualitative change has resulted in steady and quantifiable improvements to Support satisfaction. Just check out some of the numbers!

Scott’s guiding philosophy as a leader is to create an environment for people to do their best work. “SirsiDynix Support & SaaS staff are without equal when it comes to helping librarians and library staff deliver the best library-user experiences (BLUE) to their communities. Success for our customers, and for us, happens on the front line all day, every day.”

An increasingly vital “front line” for our customers is system and data security, which Scott recognizes as “Non-negotiable.” That’s why he hired Ben Card, our SirsiDynix information security officer in 2013. Ben helped formalize and improve SirsiDynix’s existing policies and procedures for auditing, software controls, and monitoring. Ben has also spearheaded policy changes that earned SirsiDynix the NIST SP800-53 and ISO 27001 security certifications.

Scott and his team work hard to support SirsiDynix customers and help libraries accomplish their goals. All in all, we think Customer Support and SaaS is a pretty great team.