Your library relies on technology to keep essential services running. When something needs attention, your team needs more than a technical answer. You need support from people who understand your systems, your workflows, and the impact every issue can have on staff, patrons, and the community you serve.
Innovative Customer Care combines product expertise, library experience, and responsive support to help your team resolve issues, find answers, and continue serving your community with confidence.
Choosing library technology also means choosing the people who will stand behind it.
Our Customer Care teams support libraries using Polaris, Sierra, Vega, and other Innovative solutions around the world. Whether your question is routine or system-critical, we work with your team to understand the issue, bring in the right expertise, and help move things forward.
Because great support is not only about closing a case. It is about understanding what that case means for your library, your staff, and the people who depend on your services every day.
Our Customer Care organization includes librarians, product specialists, technical experts, and
professionals with deep experience in library technology.
They know that a circulation issue is rarely just a software problem. It can affect service
desks, holds, borrowing, staff workloads, and the experience of every patron who depends on the
library.
System-critical assistance is available 24 hours a day, seven days a week, 365 days a year.
For urgent situations that affect essential services, your library has a clear path to reach
Innovative Customer Care and start the support process.
Library systems rarely operate in isolation. Our teams work across Innovative products, configurations, integrations, APIs, notices, discovery services, and other connected workflows.
Innovative can help assess issues across connected systems, so your library is not left trying to determine where the problem belongs on its own.
Through the Unified Knowledge Portal, authorized library staff can:
There is no limit to the number of support cases your library can submit.
System-critical support for every Innovative customer
Customer satisfaction score
Cases meeting the initial response target
Cases resolved within 2 days
Customer Care specialists supporting libraries globally
Combined library and library-technology experience
Countries with Customer Care team members
Languages spoken across our Customer Care team
Sometimes the fastest answer is one you can access immediately.
Customers can access documentation, release information, troubleshooting guidance, training materials, and practical resources designed to help teams answer questions and prepare for change.
The Unified Knowledge Portal gives authorized customer contacts a central place to submit and manage Customer Care cases, track communication, access support updates, and find self-service documentation, troubleshooting guidance, release information, and product knowledge resources.
Customer Care is one part of the broader relationship between your library and Innovative.
Customer feedback helps Innovative understand evolving library needs, improve support resources, and inform work across Customer Care, Product Management, Engineering, Professional Services, and Account Management.
This connected approach helps your library access the right resources throughout its relationship with Innovative, not only when a problem occurs.
Get the help you need from our Customer Care team or find answers and resources in the Unified Knowledge Portal.
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