Give your employees and students the very best foundation for developing their knowledge successfully. By gathering your knowledge and support services in one place, you can streamline your support service with a reduced number of support cases as a result.
Take the step to shift-left by gathering all support services in one place
Challenges
Many universities and colleges currently face such challenges as lower budgets, diversity, resource-intensive onboarding cycles, the need to maintain a good reputation to attract new students, and the growing need to supportmultiple languages.
Every year, tens of thousands of new students ask the same questions. If students can’t find the answers to their questions themselves, the service desk becomes flooded with cases that need to be processed in connection with the start of the semester.
The knowledgebases that currently exist may contain obsolete knowledge or be incomplete and inadequate.
Solution
- Streamline the introduction of new students and employees through data-driven insight and the re-use of knowledge.
- Ensure that employees who leave a department have their knowledge documented in a centralized knowledge database.
- Gather all support services in one place to achieve increased productivity and self-service, lower costs, and more satisfied students and employees.
- Make self-service the primary support route with the help of relevant knowledge, in the right place, and at the right time. Help your students, aides, doctoral students, professors, and university lecturers solve problems and find the answers to their questions without having to contact the service desk.
Choose a verified knowledge management software
- If your efforts to create a complete, relevant, and current knowledge base are to be a success, your knowledge management software needs to build on best practice in the field
- The knowledge base needs to be well structured
- Knowledge articles need to be structured and contain several different components, such as text and video
- The knowledge management software needs to include automated multilingual functions
ComAround’s solution
ComAround Knowledge™ is an independent Knowledge Management Software (KMS) that collects and structures the organization’s digital information to meet the long-term need for relevant and accurate knowledge. We call this “intelligent knowledge”. In the 2018 report Hype Cycle for ITSM, Gartner presented ComAround as a standalone knowledge management solution.
- The solution is based on best practice and Knowledge-Centered Service (KCS®) methodology and is verified at the highest level – KCS v6 Verified – by the Consortium for Service Innovation. KCS helps support organizations to work with knowledge more efficiently, in order to improve their delivery of support, ensure a more productive support organization, reduce costs, and increase the level of service to both students and teachers.
- ComAround Knowledge™ has a proven interface that allows students and teachers to solve many problems themselves, as well as a knowledge management workflow that is easy for support staff to use. This ensures that the solution is actually used and that knowledge content gradually becomes more relevant and up to date.
- An automated translation function translates knowledge articles into many language, resulting in shorter publishing times and lower translation costs.
ComAround Knowledge™ has features that support an efficient workflow at colleges and universities.
60 %
Shorter resolution time
50 %
Fewer cases
40 %
Higher resolution rate
30 %
More satisfied employees
Download the eBook “Higher education – Knowledge on campus” by the author Julie L. Mohr
This eBook tells you how to overcome the challenges that are facing universities today including lower budgets, diversity, resource-intensive onboarding cycles, growing need to support multiple languages, student retention, and the need to maintain a good reputation among students and alumni.
Fill in your email to download the first chapters of the higher education eBook.
Automated language translation provides efficient multilingual support
Benefits for your university or college
By gathering support services in one place using ComAround Knowledge™, you create a great foundation for increased productivity and more satisfied students and employees.
Other benefits include:
- A better support experience through more efficient service delivery to different user groups
- A well-structured knowledge base
- The efficient introduction of new employees and students
- Efficient multilingual support through automated translation
- Fewer cases for the service desk to process
- Lower support costs
- Successful self-service
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