ComAround launches knowledge articles for Office 2016

Self-service provides quick answers to questions when migrating to new software versions

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When an organization rolls out a new version of software such as MS Office, the service desk is usually inundated with questions. These are often solved by way of standardized step-by-step instructions that the user can easily go through on their own. Self-service is a useful means of communicating these instructions. The service desk gains expertise and can provide answers more quickly by sharing solutions with users. Users can then quickly and easily find the answers themselves and solve their own issues at a time that suits them. The result is happier users and less wasted time for the service desk.

ComAround is providing knowledge articles in a number of languages for Office 2016 and a multitude of other programs and operating systems used by companies and organizations.

Read about ComAround Zero™.

ComAround employees first in Sweden to reach highest KCS certification level

Two of ComAround’s knowledge specialists, Process Manager Lena Stormvinge and CEO Per Strand, are the first people in Sweden to be KCS Practice v5 certified.

Read more

ComAround integrates seamlessly with ManageEngine ServiceDesk Plus

For faster, more effective support through the entire process.

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Björn Björkman, Product Owner at ComAround & Thorir Eggertsson, CEO at Inuit.

Knowledge is at the center of the Service desk’s support process. The Service desk needs on-demand knowledge to give organizations the fastest and correct support. The staff needs to be able to help themselves at any time, day or night, by looking for answers in the self-service. If the support stream doesn’t mesh – technically or functionally – the support delivery is ineffective, which leads to unhappy customers.

“We see big demands for integrating task management systems or ITSM platforms with the ComAround Zero™ knowledge tool,” says Björn Björkman, Product Owner at ComAround. “This is why we’re so happy about our new integration plugin with ManageEngine ServiceDesk Plus”.

Inuit is the Swedish distributor for ManageEngine products. With help from UDK and ComAround they have developed an integration plugin, to seamlessly integrate the tools.

The principle is based on the Service desk agent fixing the task without needing to change tools. The final user can find solutions in the self-service when registering the task, and they can access the information in the right place at the right time, when needed.

“I’ve long thought that ComAround has an interesting solution and as a result of the integration, we can make it easier for customers to smoothly use ServiceDesk Plus and ComAround,” says Thorir Eggertsson at Inuit. The cooperation means that we can also offer ComAround to our partners and their customers which will strengthen our range in the ITSM field.

The integration service is out on the market right now.


About the integration

The integration between ComAround and ServiceDesk Plus is part of ME Plugins, developed by UDK. The integration brings tools together for a seamless user experience for both the Service desk agent and final user. In addition, ME Plugin makes the integration with Skype for Business possible, and also adds smart functions to ServiceDesk Plus. UDK is a development and consulting organization with extensive knowledge about ManageEngine products.
Read more about ME Plugins .

About ComAround

ComAround specializes in knowledge management and self-service. Professional support organizations around the world leverage the self-service knowledge tool ComAround Zero™ to automate and enhance their support delivery by capturing, structuring, and sharing knowledge throughout the organization. The tool is cloud based and seamlessly integrates with incident management and ITSM tools.

About ManageEngine Servicedesk Plus

ServiceDesk Plus is a web-based helpdesk product with ITIL support for all kinds of organizations. With advanced ITSM functions in combination with user friendliness, ServiceDesk Plus helps support helps to deliver low-cost, world class support. More than 100,000 organizations around the world use ServiceDesk Plus for their Helpdesk.

About Inuit

Inuit is a distributor and general agent specialized in IT maintenance and security products. The distributor’s chief focus is to create benefits to the customer through increased productivity and secure IT platforms. Solutions extend over areas such as IT security, IT administration, privilege management, network surveillance, Active Directory, mobility, task management and ITIL helpdesk. Inuit products are distributed via partners around the Nordic countries. www.inuit.se


Contact

Contact ComAround

Björn Björkman, Product Owner, ComAround
Telephone: +46 8 580 886 41, bjornb@comaround.se

Therese Walve, Marketing Manager, ComAround
Telephone: +46 8 580 886 31, therese.w@comaround.se

Contact Inuit (ManageEngine ServiceDesk Plus)

Thorir Eggertsson, CEO Inuit
Telephone: +46 8 753 05 10, thorir.eggertsson@inuit.se

Markus Arvidsson, Marketing Manager at Inuit
Telephone: +46 70 645 01 38, markus.arvidsson@inuit.se

Ragn-Sells has chosen ComAround Zero™ knowledge tool

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“ComAround’s KCS know-how, combined with their knowledge tool that we can link to our task management system led us to choose their solution for sharing knowledge, improving, and streamlining our work in service desk and as a result, deliver better service to the users,” says Stefan Krantz, Teamleader IT-Operations & Support at Ragn-Sells.

About Ragn-Sells

Ragn-Sells is Sweden’s leading company within recycling and environment. The company collects, treats and recycles trash and left over products from industry, organizations and households all over Sweden.

The nominations for the Self Service Awards™ 2015

This year’s nominated organizations and individuals have been announced for the Self Service Awards™ 2015. The winners will be presented on 12 November in Stockholm.

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For the sixth year in a row, the Self Service Awards™ recognize the organizations and individuals that have achieved the most success in their support work with the aid of ComAround’s self service knowledge solution, ComAround Zero™.

Prizes are presented in the categories of Strategic Support of the Year, Migration of the Year, Newcomer of the Year and Self Service Star of the Year.

Here are this year’s nominees:

Newcomer of the Year

  • Stockholm University
  • Akademikernas Erkända Arbetslöshetskassa
  • Cygate

Strategic Support of the Year

  • International English School
  • Vansbro Municipality
  • Sandvik

Migration of the Year

  • Järfälla Municipality
  • County Council of Norrbotten, Länsteknik
  • Vinnova

Self Service Star of the Year

  • Ludvika Municipality, Annika Fridlund och Mia Adolfsson
  • Mälardalen University, Christer Bo Karlsson
  • Max Matthiessen, Johan Svensson

For more information, read about contact:

Heléne Källgården, ComAround
E-mail: helene.k@comaround.se
Telephone: +46 8 580 886 49

Meet ComAround at the Fusion 15 Conference in New Orleans, Nov 1-4

ComAround is happy to once again participate at the Fusion Conference & Expo, organized by the two leaders in the world of Service Management; itSMF USA and HDI.

The annual event is a destination point for people workng in IT Service Management. ITSM experts provide lectures and panel discussions where attendees learn about new trends, and the latest developments in IT. Attendees connect with their peers to share their experiences, best practices, and challenges. Participants, sponsors and industry experts will discuss and compare the benefits and challenges associated with using ITSM when implementing virtualization, the cloud, mobility, security, SaaS and establishing and accomplishing service management goals specific to their organizations.


Date: 1-4 November 2015
Place: Hyatt Regency, New Orleans, Louisiana, USA
Booth: number 218


The ComAround Team at Fusion 15

The ComAround team is looking forward to meeting with the attendees and having discussions about Knowledge Managment, KCS and self service.

  • Mr. Rob Matheson, Director, North America Business Development
    rob[at]comaround.com
    Phone: 415-505-4889
    LinkedIn
  • Mr. Magnus Holmqvist, Founder
    magnush[a]comaround.se
    Phone: +46 8 580 886 20
    LinkedIn

ComAround contacts get a discount

As a ComAround customer or contact you are eligible to save $200 off the regular conference price (new registrations). Please enter the promotional code F15expo (case sensitive) upon registering for a Conference & Expo Package or an Executive Connections Package. Promotion valid June 6 – November 1, 2015.

About FUSION 15

At FUSION 15, itSMF USA and HDI, two leaders in the world of service management, are joining forces to elevate the standards in service management education. FUSION 15 brings together the best of the best—the best speakers, the best vendors, the best networking and social activities—all in a beautiful venue. Our goal? To provide you with an educational experience facilitated by only the most respected minds in service management so you can return to office with a solid action plan and valuable business contacts.

Have you updated your iPhone or iPad to iOS 9?

ComAround provides knowledge articles for frequently asked questions.

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ComAround provides knowledge articles for common software used in professional environments, in order to quickly answer questions and solve problems to minimize work interruption. The knowledge articles are gathered in a knowledge base and available to users through self-service. By using self-service the number of issues reduces to servicedesk, which often increases during and after migrations and software updates.

Many companies uses iPhone and iPad. Apple recently launched their latest operating system, iOS 9. Some new features and changes are: the keyboard, multitasking, notes and news. For iPad, the cut and paste function is completely different.

The knowledge tool ComAround Zero™ provides easy to use knowledge articles for iOS 9, through self-service.

Read more about ComAround Knowledge™.

ComAround introduces courses and certifications for Knowledge Centered Support (KCS)

Methodology that shows how support organizations can improve their operations and make more efficient with Knowledge Centered Support.

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Many companies the world over use Knowledge Management as a part of their strategy to retain, utilize and reuse knowledge within their organizations. Knowledge Management only indicates what we should do and not how we should do it or who should do it. Knowledge Centered Support (KCSSM) is a methodology that gives a detailed description of how support organizations should work with knowledge as the departure point for improving support operations, becoming more productive and raising the level of service they provide.

KCS was created and is still maintained by the Consortium for Service Innovation, a non-profit alliance of support organizations. HDI and the Consortium for Service Innovation have jointly developed courses to promote and spread the KCS methodology since 2003. Since then, certifications have been developed for testing the knowledge and skills of individual staff members.

“ComAround is now a partner with HDI and are promoting KCS courser and certifications to our customers”, says CEO Per Strand, one of ComAround’s founders. Our new expanded range of courses and certifications is enabling us to obtain even more advanced specialist knowledge. This will mean closer collaboration with the enterprises we work with and it will integrate our tool with a well-proven way of working.”

“All support organizations should leverage industry best practices to strengthen their service management strategies,” says Rick Joslin, HDI Executive Director of Certification and Training. “Knowledge Centered Support is the set of Knowledge Management best practices for Service Management. HDI is proud to be a partner of ComAround in helping ComAround’s clients learn about Knowledge Centered Support.”

During the spring ComAround conducted several KCS-related seminars and courses for more than 100 persons. ComAround will now become an even more complete supplier for the enterprises that want to learn more and implement Knowledge Centered Support in their organizations.

“We’re seeing strong interest in methods such as Knowledge Centered Support,” says Lotta Wiklund, Customer Relations Manager. “Receiving training and learning the basics is a natural first step.”

ComAround will be offering courses and certifications for the level KCS Foundation and KCS Principles. And more will be added in the future. The courses are available both as online courses and as instructor-led classroom courses.

About ComAround

ComAround specializes in knowledge management and self service. Professional support organizations all over the world use the ComAround Zero™ knowledge tool to make their support operations more efficient by collecting, structuring and sharing knowledge within their organizations. The tool is a cloud service and can be seamlessly integrated with case management systems and other ITSM tools. www.comaround.com

About HDI

In 1989 HDI became the first professional association created for the technical support industry. Since this time, HDI has become a source for professional development by offering various resources that promote the success of entire organizations in achieving exceptional customer service. www.thinkhdi.com

About the Consortium for Service Innovation

The Consortium is a non-profit association of organizations that are oriented to innovation in supporting the industry. The members jointly create innovative ideas through a process of collective thought and experience. www.serviceinnovation.org

For more information, contact:

Lotta Wiklund
Content and Customer Relations Manager, ComAround
E-mail: lotta.w@comaround.se
Phone:  +46 8 580 886 39

SMKCS is a service mark of the Consortium for Service Innovation.

ComAround provides knowledge articles for Windows 10

Self-service will help facilitate migrations.

When an IT department migrates their organization to a new version of the Windows O/S for example, the service desk will have an increasing number of issues to resolve. When this type of change occurs in an organization it is critical for the IT department to be proficient with the new version of the software being released. The service desk must also have a plan for effectively handling the increase in the number of calls to the service desk. Self-service is an effective way to provide support for migrations. With self-service users help themselves and the service desk is relieved from answering the simple and repetitive “How to” questions.

– We know from past experience that users have many questions when the IT department migrates the organization to a new version of Windows”, says Bjorn Bjorkman, ComAround Product Owner. Therefore we are always one step ahead and we create knowledge articles to facilitate our clients’ migrations.

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Windows 10 has several similarities with Windows 7, including the Start menu. One of the great new features in Windows 10 is that it will run on all devices including desktops, laptops, tablets, and mobile devices. Other news includes Microsoft’s new browser, search field changes in the task bar, new settings, and the ability to interact with your device by speaking to it.

– ComAround Zero™ is an easy to use knowledge tool designed for capturing, structuring, and sharing knowledge throughout the organization, says Bjorn Bjorkman. Thousands of text, video, and e-learning knowledge articles are available to support our customers when a change occurs in their environment.  These articles are very valuable for supporting migrations to a new Windows or Mac O/S, or enterprise apps like Office 365. Our customers also have the ability to customize their self-service portal and create their own content.
ComAround Zero™ is a SaaS tool that easily integrates with all ITSM solutions.  This integration empowers the service desk to deliver faster and more efficient support for their organization.

Read about ComAround Zero™.

Press release: ComAround Receives 2015 CUSTOMER Contact Center Technology Award

The knowledge and self service tool, ComAround Zero™, is honored for improving customer service technology.

customer-contact-center-technology-award-2015_150x158TMC, a global, integrated media company, has named ComAround Zero™ as a 2015 CUSTOMER Contact Center Technology Award winner presented by CUSTOMER magazine.

“We are really proud of the awards that we have been given. It’s proof to us that our hard work pays off and it’s great to have our efforts and tool recognized,” says Per Strand, Founder and CEO, ComAround.

ComAround Zero™ is a knowledge tool for professional support organizations, who want to get the most out of working with knowledge as a key support solution for improving customer service. ComAround Zero™ is an easy to use knowledge tool that specializes in capturing, organizing, and sharing knowledge throughout the support organization. The solution is a cloud service and can be integrated with incident management systems or other ITSM tools.

ComAround’s innovative approach makes it much easier to maintain and improve the content health and provide better customer service:

  • Instant feedback from the organization through comments, ratings and search history.
  • Automatic alarms can be set to detect missing or irrelevant content.
  • Gamification to encourage, motivate and reward the support agents for creating valuable, searchable, relevant, and updated knowledge articles.

“Congratulations to ComAround for being awarded a 2015 CUSTOMER Contact Center Technology Award. ComAround Zero™ has been selected for demonstrating innovation, quality and unique features which have had a positive impact on the customer experience,” said Rich Tehrani, CEO, TMC. “We’re pleased to recognize this achievement.”

This tenth-annual Contact Center Technology Award, presented by CUSTOMER Magazine, honors vendors and technologies that have embraced technology as a key tool for customer service excellence. This award distinguishes their success as innovators, thought leaders, and market movers in the contact center and customer care industries.

About ComAround

ComAround is a global self service knowledge solution provider. ComAround Zero™ enhances the support organization’s delivery of effective customer service. We have been developing smart services for more than twenty years.  ComAround Zero™ empowers users working with technology tools to resolve their problems 24/7/365. Hundreds of companies around the world use ComAround Zero™ to save millions of dollars each year, and drive down the cost for IT support. ComAround Zero™ seamlessly integrates with case management systems and ITSM tools. www.comaround.com

About CUSTOMER magazine

Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry.  www.customerzone360.com

About TMC

TMC is a global, integrated media company that supports clients’ goals by building communities in print, online, and face to face. TMC publishes multiple magazines including Cloud Computing, IoT Evolution, Customer, and Internet Telephony. TMCnet is the leading source of news and articles for the communications and technology industries, and is read by 1.5 million unique visitors monthly. www.tmcnet.com .

ComAround Contact:

Therese Walve
Marketing Manager
therese.w@comaround.com

TMC Contact:

Rebecca Conyngham
Marketing Manager
203-852-6800, ext. 287
rconyngham@tmcnet.com