Meeting customer needs with KCS

Across industries and geographies, companies are asking the same questions: How do they scale and extend their support capabilities, with limited staff and budget resources?  How do they continue to provide world class customer service to existing customers while being asked to do more? How can they keep up with the increasing demand on their support staff?

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Part 1: resolve more support cases with self service – the biggest challenge for Service Desk

Most of Sweden’s IT managers believe web-based self-service provides effective support. They also think the biggest challenge is to get users to solve their problems using web-based self service instead of contacting support staff.

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Part 2 Järfälla Municipality – Web-based self service in the public sector

The municipality of Järfälla in Sweden has opted to introduce Zero Level support for its operations. In my first blog, I explained about the the IT department’s organisation, targets, challenges and support methods. In this blog, I will be looking at how they use web-based self service at present before the introduction of Zero Level support.

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Part 1 Järfälla Municipality– A helpful IT department in an operation facing major challenges

The municipality of Järfälla in Sweden has implemented a major internal change of IT. This has resulted in dissatisfaction among users. The IT department at the municipality of Järfälla has chosen to introduce Zero Level support in order to create a happier organisation and a more positive image for the IT department. I will be following their progress with the introduction of Zero Level support in a series of blogs. In the first one, I will be telling you all about the IT department’s targets and challenges.

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Volkswagen – tips and challenges relating to zero level support

Volkswagen Group Sweden has been using ComAround’s web-based self-service feature for more than a year now as a step before first line support. This is known as zero level support. The biggest challenge involves changing the behaviour of users.

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