"I think CSDirect is most useful! The training materials, FAQs, presentations, and documentation provide us with a better understanding of the system and support our efforts in implementing new features. Thanks to Innovative for this great initiative that benefits both Innovative and their customers."

The cornerstone of Innovative's service complement, CSDirect is a rich and comprehensive Web-based service and support center without rival in the industry. CSDirect is available at any hour and from any location. It delivers rich technical content to libraries, including:

Web-based tutorials
FAQs
Software downloads
Archived product announcements
Open call tracking
Presentations
Release notes

…and much more! Libraries can track the details of calls they have opened, schedule software installations, and retrieve information on how to ask a question or report an issue.

Customer Services and Help Desk

The Customer Services Department is made up of professional librarians and industry-trained technical staff, many of whom speak multiple languages. The department is divided into teams of functional experts, organized according to library task areas (e.g., circulation, acquisitions, cataloging, etc.) or technical expertise (e.g., hardware, operating systems, networks). This ensures that staff knowledge for each area is thorough and in-depth and enables a clear resolution path for each support call and easy escalation, if necessary.

View a tour of CSDirect

Innovative's Help Desk support is always available—24 hours a day, 7 days a week, 365 days a year—guaranteeing that our friendly and knowledgeable experts can be reached during times that are convenient to you, regardless of location. They are highly visible and participate frequently in user group conferences, meetings with customers, and library tradeshows and events.

Automated System Monitoring utilities enable Help Desk staff to proactively maintain every Innovative system. Measuring disk and memory usage as well as system performance and transaction processing, these utilities automatically detect and immediately report system problems. This allows Help Desk staff to respond to issues before any impact is observed by library users.

Software distribution services include all software-release support, and ongoing distribution of new and updated software. In addition, information and assistance about hardware and operating-system upgrades are provided by a team dedicated to this purpose.

Accessible via CSDirect, Innovative's Service Commitments list a variety of system modification services performed by Help Desk staff with a promised resolution date for each service. Libraries can follow links to the appropriate section of the Web-based User Manual, FAQs, or Product Tutorials so that they may review the technical details of the request they are making. Each request receives an automated reply with the expected time frame in which Help Desk staff will complete the request.

help desk
implementation & training
users groups

CSDirect (Online
Customer Helpdesk)