Consulting Services for KCS & Knowledge Management
ComAround provides consulting services for professional service organizations intending to launch, improve, or refresh their knowledge management, KCS®, or self-service programs. ComAround’s team of certified experts will help you identify areas of opportunities to take knowledge management to the next level. For more than 20 years ComAround has helped thousands of professional service organizations to achieve knowledge management and self-service success.
Are you considering what kind of help you need to get knowledge management and self-service success? You are welcome to consult an expert, who will give recommendations based on your situation and needs.
You can expect great results
70 %
Improved time to proficiency
60 %
Shorter resolution time
50 %
Fewer cases
40 %
Higher resolution rate
30 %
More satisfied employees
Knowledge-Centered Service (KCS) Consulting Services
Knowledge-Centered Service (KCS®) is a best practice methodology that provides a detailed description of how service organizations can work more effectively with knowledge to improve the service delivery, become more productive in the service organization, decrease costs and increase service levels to customers. ComArounds experts will help you get your service organization onboard and improve on-going opportunites to take knowledge management to the next level. For more than 20 years ComAround has helped thousands of service organizations to achieve knowledge management and self-service success.
Knowledge management assessment
What are your organization’s strengths to build on? What are your opportunities to improve? Where do you follow, or not follow, industry best practice? These are questions that will be answered in a Knowledge Management Assessment report which focuses on the current state and areas for improvements within five dimensions of knowledge.
A Knowledge Management Assessment includes a full day of interviews and observations on-site, with people connected to knowledge in the selected part of your organization (for example service desk). Observations are, together with data and facts, summarized in an assessment report, including recommendations for high-value transformations and opportunities.
Topics included
- Practices for knowledge capture, creation, maintenance and improvement.
- Leadership goals and vision for the organization in general and for the knowledge initiative.
- Measures and goals used to manage and assess performance.
- Customer self-service practices and capabilities.
- Technology infrastructure (including current and planned changes).
Assessment purpose
The purpose of a Knowledge Management Assessment is to get an independent view of the current state of the organization’s knowledge, based on five dimensions of knowledge. The current state is compared against best practice (KCS methodology) and can serve as a basis for further investments within the field of knowledge management.
Duration: 1 Day on-site + presentation of the report
Price: Quote
KCS Consulting
When you have completed your workshop you have a plan. We can help you make it a reality. During your implementation period, some professional guidance can be the difference between good and great. Our 24 hours consulting package will help you strengthen your implementation and give you the confidence test your newfound skills.
Topics included
- Provide templates for program deliverables
- Weekly meetings to ensure things are on track
- Review draft deliverables
- Answer questions
- Support conversations with key stakeholders
- Make sure your technology supports your workflow
- Help with integrations
- Measurement guidelines
Business Impact
- Making sure a well-qualified advisor is only a phone call away during the most critical stage of the implementation
- Get a priority on consulting making sure there are no show stoppers during the initial stages of the implementation
- Can be used for weekly meetings help keeping the program on track and on time
Price: Quote
Knowledge Management Consulting Services
ComArounds experts will help you get your service organization onboard and improve on-going opportunites to take knowledge management to the next level. For more than 20 years ComAround has helped thousands of service organizations to achive knowledge management and self-service success.
Current State Report
What are your organization’s strengths to build on? What are your opportunities to improve? Where do you follow, or not follow, industry best practice? How do we get the organization to want to take action to improve knowledge sharing? We will spend a day of meetings and observations on-site with you to answer these questions in a summary assessment report, including recommendations for high-value transformations and opportunities.
Topics included
- Leadership goals and vision for the organization in general and this initiative
- Measures and dashboards used to manage the business, assess staff and team performance, and determine the business benefit of service initiatives
Case management practices and workflows - Customer self-service practices and capabilities, including capabilities for social support
- Practices for knowledge capture and creation, maintenance and improvement, reuse, publication, and retirement
- Technology infrastructure (current and planned changes)
Business Impact
- Engaged leadership
- Enthusiasm about what’s working well
- Desire to improve
Duration: 1 Day on-site
Price: Quote
Knowledge & Content Strategy
Following a best practices knowledge and content strategy can help with both customer and employee satisfaction. And with the expanding rate today’s content need to be created and shared, the importance of finding and updating content is essential to your organization. The customer wants to know what you know as soon as you know it.
Topics included
- Define & Update content governance process
- Develop content standard
- Implement best practice strategy for findability
- Maintenance of current content
- Strategy around legacy content
- Integration of content management to the workflow
- Technology suggestions for content and knowledge optimization
- Customer experience gap when looking for knowledge
Duration: 1/2 Day on-site
Price: Quote
Periodical Progress Meetings
When working with a knowledge management strategy it is important to be continuously emphasizing and improved in order to keep delivering on it’s promises. Without ongoing focus, it can easily be forgotten when all the everyday tasks the organization need to handle, eventually leading the program to fade away. ComAround’s continuous improvement program help boosting your strategy, making sure to put pressure on areas to enhance.
Topics included
- Analyzing measures and dashboards
- Evaluating recently created content
- Identify ‘show-stoppers’
- Reviewing materials like the workflow and content standard
- Conducting interviews with team members, participants and managers
Duration: 1/2 Day on-site
Price: Quote
Consulting
When you have completed your workshop you have a plan. We can help you make it a reality. Some expert guidance can be the difference between good and great. Our customer success team will help you strengthen your implementation and give you the confidence needed to advance.
Topics included
- Weekly meetings to ensure things are on track
- Review draft deliverable
- Answer questions
- Support conversations with key stakeholders
- Make sure your technology supports your workflow
- Help with integration suggestions
- Measurement guidelines
Price: Quote
ComAround Knowledge™ Consulting Services
ComArounds experts can help you improve and adapt your ComAround Knowledge™ solution to your needs, as well as being your knowledge creating partner. For more than 20 years ComAround has helped thousands of service organizations leverage their solutions to achieve knowledge management and self-service success.
Express Onboarding
Express Onboarding is a proven 7-step plan that ensures knowledge management and self-service success, and that generates immediate business value. The Onboarding Plan includes setting up the knowledge management tool ComAround Knowledge™ and training your team on the knowledge management workflow based on best practice. During the onboarding process our Customer Success Team will ensure you achieve success quickly.
Price: Quote
Topics included
To read about each step of the Express Onboarding Plan, hover the mouse pointer on the figures.
1
2
3
4
5
6
7
1
Management workshop
To ensure successful knowledge management and self-service onboarding we will establish key performance indicators based on your organizational goals. We will also go through the timeline for your onboarding plan, briefly describe the ComAround Knowledge™ tool, and outline the setup for content and set a “go live” date.
2
Setup
We will prepare and customize your portal, and plan for your integrations.
3
ComAround Knowledge™– best practice workshop
You will learn knowledge management best practice using ComAround Knowledge™.
4
Assess proficiency
By assessing your proficiency, we ensure you’re on track.
5
Go live
Now it’s time to launch self-service to customers to improve the knowledge management workflow. We give you the best marketing tips for self-service success.
7
Measure & follow up goals
We follow up the key performance indicators set in step 1 to ensure ongoing improvements.
Premium Onboarding
The proven 8-step Premium Onboarding Plan ensures KCS success within 60 days. Our KCS Trainers and Customer Success Team will train and guide you on the KCS workflow with ComAround Knowledge™, and how to set and measure the right goals for your organization. Official KCS courses and certifications will help you to develop the understanding and skills needed to fine-tune your knowledge management and self-service processes.
Price: Quote
Topics included
To read about each step of the Premium Onboarding Plan, hover the mouse pointer on the figures.
1
2
3
4
5
6
7
8
1
Management workshop
To ensure successful knowledge management, self-service, and KCS onboarding, we establish key performance indicators based on organizational goals and a current state assessment. We also go through the timeline for your onboarding, briefly describe the ComAround Knowledge™ tool, draw up the content structure, and set a “go live” date.
2
KCS training
The KCS methodology enable organizations to leverage greater value using knowledge by streamlining your working methods. KCS training and certification gives you the understanding and skills you need to fine-tune your knowledge management and self-service processes.
3
Setup
We prepare and customize your portal, and plan for your integrations.
4
ComAround Knowledge™
– best practice workshop
During this workshop you will learn the most efficient way to adapt the KCS methodology using ComAround Knowledge™.
5
Assess proficiency
By assessing your proficiency, we ensure you’re on track.
6
Go live
Now it’s time to go live with the knowledge base in the internal workflow, writing knowledge articles based on your customers needs.
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8
Growth State Report
We measure progress against the baseline, and give recommendations for further growth.
Content Development Services
At ComAround, we specialize in content development. Our production team are constantly producing engaging content in the customer context. Your customers are on a knowledge journey and your content is an ongoing educational tool that can guide them through each stage of that journey. That’s why we hold our content to the highest standards. High quality content generate higher customer satisfaction and customer loyalty.
Topics included
- Your business-specific content
- Content aligned with your strategy
- Content ready for new product launches
Price: Quote
Content Structure
Content is king! Beside checking that your content is useful, effective, and well-written, you need to make sure it is also clearly organized. Your internal or external visitors need to be able to quickly scan your site and find the content they are looking for. There are many things to consider when structuring your content since your visitors may have different expectations when looking for relevant content.
Topics included
- Defining a clear information structure
- Help starting with critical content
- Organize group related content
- Help pushing relevant content to the front of the site
- How to consider different audience
- Structuring different entry points
Price: Quote
Consulting Advisors
ComAround’s experts have extensive experience in knowledge management. We have the only certified KCS Trainer in Scandinavia.
Brent Kellogg
Director, Sales and Business Development – North America
brent.kellogg@comaround.com
North America +1 208.936.1898
LinkedIn
Heléne Källgården
Training & Consulting I KCS Trainer
ComAround Group
helene.kallgarden@comaround.com
Mob: +46 766 431 122
Connect with me on LinkedIn
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