Knowledge Management,
Be inspired and get the best way to improve your knowledge management, self service and KCS workflow with our library of free resources.
ROI calculation & business case
Calculate your knowledge management return on investment and build your business case.
Refine your message that justifies the investment in knowledge to your senior stake holders with help of ComAround’s knowledge advisor – for free.
Webinars
On-demand webinar: Electrolux Case Study, KM Strategy to Improve Customer Experience
In 2018, Electrolux decided to focus on Knowledge Management as a key building block for the future. By adding Knowledge Management as a separate function with the authority to impact tools, processes and resources needed, great results have been achieved. Today, Knowledge Management is a key driver in improving Electrolux customer experience, both with enhanced organizational learnings and process improvements, and shortened turnaround time for structured feedback to R&D..
On-demand webinar: Succeed with self-service support
A webinar about what makes self-service support an appreciated and positive support channel for your customers and users.
Within the KCS® (Knowledge-Centered Service) methodology, 5 critical factors for “self-service success” have been identified, which we will go through.
You will receive work material to subsequently carry out an evaluation of your self-service function to identify which areas you need to focus on in order to succeed.
On-demand webinar: Cherwell and ComAround – Supercharging your Support and Self-Service Strategy
This webinar is an opportunity to get the latest on ComAround´s mApp 3.0 for Cherwell. The ComAround Knowledge™ Integration mApp provides a seamless customer experience and enables a shift-left strategy by moving cases to cost-efficient support channels. With ComAround Knowledge™ you can transform the way you provide support through Intelligent Knowledge and a dramatic increase […]
On-demand webinar: Advanced Knowledge Management for Cherwell
In this webinar you will learn how to reduce costs while enhancing the service desk experience. Brent Kellogg from ComAround share his deep expertise in knowledge management and how ComArounds advanced knowledge management software, ComAround Knowledge™, adds value when it is integrated with Cherwell Service Management®. The webinar presenter is Brent Kellogg, Director, Sales […]
On-demand webinar: 5 steps to boost your Digital Transformation with Service Management
In this webinar you’ll learn how the integration of Enterprise Service Management with Knowledge Management can add tangible value to your business, and how the configurability, scalability and security capabilities of an integrated solution have a direct influence on your process and service efficiency. Essential to your Digital Transformation success is a modern Service Management […]
On-demand webinar: Do Less – Achieve More
A new series of webinars on how to effectively apply knowledge management This series of three will focus on how you can, thanks to ComAround Knowledge™’s different platforms and features, effectively work with knowledge management. First out in this webinar Do Less – Achieve More: How to effectively work with knowledge management How to manage and work […]
On-demand webinar: Advanced Knowledge Management for Global Support Organizations
A webinar on understanding the Complex Dynamics of Success in a Global Support Organization. If your organization is going global as a new strategic initiative or consolidating multiple locations into one global support organization – this webinar goes through the challenges, risks, and critical success factors for building a sustainable global support solution. The webinar […]
On-demand webinar: The Value of Knowledge and Knowledge-Centered Service (KCS®) Best Practices
In this webinar ComAround Knowledge Specialist, Jenny Hepler shares insight into the power of knowledge in the enterprise and how leveraging Knowledge Centered Service (KCS®) best practices can help organizations better enable a self-service shift-left to zero-level support. Jenny also shares her thoughts on how incredibly important Knowledge Management is in supporting organizational change. Excalibur […]
White papers
Knowledge is Key to Unlocking Top 7 Challenges of Global Support Organizations
This comprehensive white paper identifies seven strategies for knowledge management that target the everyday challenges in a global service and support organizations.
Top ten reasons why Knowledge Management initiatives fail
When data, information, and knowledge continue to grow within organizations, knowledge is updated less frequently and becomes less relevant. Employees and external clients then find it increasingly difficult to find relevant knowledge when they need it. To prevent common failures in the implementation of Knowledge Management and to ensure that it supports the company’s strategic […]
IT Global Support Challenges, Risks, and Critical Success Factors
A whitepaper on understanding the Complex Dynamics of Success in a Global Support Organization.
Using KCS principles to improve self-service
This whitepaper shows how support organizations can use KCS (Knowledge-Centered Service) principles to improve their self service and keep up with increasing demands on the service desk. In this whitepaper we will guide you through the main principles of KCS: Principle 1: Create content as a by-product of solving problems Principle 2: Evolve content based […]
The hero is the king – not content
This is a four-step guide on how to make your self service knowledge base a success and one of your must valuable assets. This guide is aimed at those who want to enhance an existing knowledge base as well as those who are planning for a new knowledge solution. Your self-service knowledge base is never […]
Using Self Service and KCS to reduce support cost
Self-service coupled with an effective Knowledge Management software tool will be instrumental in evolving your support model and empowering the service desk and users to be more effective in restoring normal service operation as quickly as possible. It will also dramatically reduce the overall support cost. A support organization with 10,000 transactions per month can […]
Short facts
Make use of the short facts library, which contains short knowledge-intensive articles about Knowledge Management, Self Service, and KCS. They only take a few minutes to read, but offer new insight and inspiration.
You’ll find a variety of articles, including those listed below:
- This is how Knowledge Centered Support (KCS) works
- How to Adopt KCS
- The life cycle of a KCS article
- KCS licensing model and roles
- Why a KCS Verified Tool Matters
- Shift Left strategy provides cost-effective support
Case studies
Dealer-FX
– Be inspired by how Dealer-FX leverages knowledge to enhance their customer experience
Dealer-FX is a comprehensive service lane technology provider, helping automotive dealer and OEM clients “Drive the Customer Experience” by providing a seamless and transparent car servicing process for their customers. To align support with their Customer Experience focus, an intuitive and scalable knowledge management solution was a must.
– Be inspired by how Dealer-FX leverages knowledge to enhance their customer experience
Volvo Car Sweden
– Be inspired by how Volvo Car speeded up the delivery of answers to customers and improved customer experience and satisfaction
The Customer Care Center at Volvo Car Sweden is responsible for answering all the questions of its customers, Volvo Car owners and the distributors who serve end customers. They needed a structured way of handling issues so as to ensure getting fast, accurate answers to customers to meet the great range and variety of the questions it receives and the rapid and growing flow of information.
– Be inspired by how Volvo Car speeded up the delivery of answers to customers and improved customer experience and satisfaction
Nackademin
– Streamlined onboarding of new students
Nackademin has 1900 students with bring-your-own devices, and a diverse IT-environment with both UNIX, Windows and MacOS in classrooms and servers. Our students have varying IT maturity and skills. After outsourcing our IT department our partner’s help desk was overwhelmed by the amount of tickets they had to handle. Every year new students arrive, and […]
– Streamlined onboarding of new students
Ale Municipality
– A central cloud-based knowledge and digital support hub
Ale Municipality has a clear Microsoft focus using Office 365 and Dynamics 365. Ale Municipality needed a KB and self-service solution to support the organization. Initially the scope was for IT, but has expanded into other areas of the organization.
– A central cloud-based knowledge and digital support hub
Volvo Cars
– A support tool for their Customer Care Center
Volvo Cars Customer Care Center had a legacy database and was looking for something easier to use and maintain. Customer Care Center are primarily in favor of Volvo’s customers, existing or potential, and needed an easy-to-use support tool to achieve efficiency and consistency in their daily support to their customers.
– A support tool for their Customer Care Center
A high-technology engineering company
– Self-service is used more than traditional manned support
The high-technology engineering company has about 43,000 employees and in more than 150 countries. The company implemented ComAround Knowledge™ as a web-based self-service 2013 and 2016 the number of support issues that were solved through ComAround passed the traditional manned support.
– Self-service is used more than traditional manned support
Stockholm University
– Presents all support services in one place
Stockholm University, founded in 1878, had 70 000 students and 6 500 employees, needed to shift left and find efficient ways of delivering service to different groups of users. They wanted a SPOC interface that helped them to shift left and move to increased self-service.
– Presents all support services in one place
An international financial group
– Using a Knowledge Base for service desk
In the spring of 2014, an international financial group with offices all over the world, moved their IT service desk’s knowledge base from a large international knowledge solution provider to ComAround Knowledge™. The company has offices and branches all over the world. 16,000 end users world wide and 35 service desk agents at first line.
– Using a Knowledge Base for service desk
Blog articles
3 things you need to know to implement a chatbot
Are you thinking about improving your Customer Service experience with a chatbot or are you implementing a virtual assistant in your service desk? Here are a few things you might want to consider before launching your chatbot project.
What are your organizations Knowledge Initiative?
No matter if an organization is starting their Knowledge journey, or if they are maturing their Knowledge Centered Support processes in a phase II or III, the first months of the year are the time to plan and set the goals for the 2016 Knowledge Initiative.
Part 1: Successful migration, with emphasis on users – lay the foundation in the migration plan
Migration plan: Are you planning to migrate to a new operating system such as Windows 10? Technology is a basic prerequisite for successful migration, while the ability to lead, calm and support users in various ways with clear information before, during and after migration is crucial to people’s perception of migration as successful – or […]
A recommendation from a successful customer care center for how to use knowledge to improve customer experience and satisfaction
Delivering high-quality customer service and support is often a challenge when your products are complex and when there are ongoing changes in the general environment. With ComAround Knowledge™ the Customer Care Center at Volvo Car Sweden has been able to speed up the provision of answers to customers, and it always has access to the latest, most accurate information and knowledge.
An interview with the Customer Care Center at Volvo Cars about their successful Knowledge Management initiative
The Customer Care Center at Volvo Car Sweden has been working with ComAround for three years to improve customer experience and satisfaction through successful Knowledge Management initiative. Volvo Cars is a well-recognized car brand with a long history of building premium cars with a focus on safety and innovation. Volvo Cars continues to grow faster […]
Top 4 reasons for implementing Knowledge-Centered Service
An effective knowledge management strategy can transform both your organization’s customer experience and employee loyalty. The organization can also develop more innovative products and services and drive the kind of positive change that leads to great results. Working with KCS® (Knowledge-Centered Service) can make the difference between being just above average and greatness. KCS is a simple idea that creates profound benefits. The idea is that you should integrate the creation and maintenance of knowledge into the daily problem-solving process.
Higher education eBook – Knowledge on campus
With the challenges facing universities, IT can drive innovation through the capture and use of knowledge both within IT and administrative processes. This eBook highlights some of 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.
While the challenges are many, if administrative and IT processes are changed today it can pave the way for a brighter more engaging learning experience while furthering research and funding. Institutions that foster learning and development of new theories and practices can also further innovation and develop administrative approaches that provide quality services while helping to manage costs.
Knowledge is the key to finding new ways to innovate and drive lasting change on campuses around the world. Now is the time to develop a new culture of collective knowledge and developing analytics that empower more effective strategies.
About the author
Julie L. Mohr is a dynamic, engaging change agent who brings integrity and passion to everything. Through her books, articles, speaking, consulting, and teaching – her purpose is to change the world through thought provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her PhD in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She also is an ITIL Expert and Certified Governance IT Professional.
Download the the eBook “Higher education – Knowledge on campus”
