Join us at HDI Sacramento Big Event, May 14th

On Thursday, May 14th, it’s time for HDI Sacramento’s Big Event, which is an annual full day IT conference. Join the ComAround team to discuss self service and KCS (Knowledge Centered Support).

The event is a mix of content-rich sessions across three tracks focused on People, Processes and Technology. It includes nine topic speakers, content-rich sessions across three tracks, proven IT best practices and access to the latest tools, networking and social activities and lots of prizes.Learn from industry experts how to streamline your IT Operations and maximize performance with minimal resources.


When: Thursday May 14th, 2015
Time: 8:00AM – 5:00PM
Where: 702 Gold Lake Drive,Folsom, CA 95630

Read more and register


Meet the ComAround team:

  • Mr. Rob Matheson, Director, North America Business Development
    rob@comaround.com
    Phone: 415-505-4889
    LinkedIn
  • Mr. Magnus Holmqvist, Founder ComAround
    magnush@comaround.se
    Phone: +46 8 580 886 20
    LinkedIn
  • Mr. Sebastian Teeling, Process Manager/Sales Engineer
    sebastian.t@comaround.se
    LinkedIn

ComAround joins Cherwell Software Technical Alliance Program (TAP)

ComAround adds value to Cherwell software with the cloud-based knowledge management solution ComAround Knowledge™. ComAround has joined the Cherwell Technical Alliance Program (TAP). Under the partnership, ComAround will be integrating its new technology for knowledge management with Cherwell Service Manager (CSM).

Cherwell SoftwareIt also means that ComAround gains a proven solution for technical integration with Cherwell Software and that the companies can join in creating new market opportunities.

“We’ve developed a solution that helps clients to reuse knowledge with ComAround’s knowledge tool in collaboration with Synerity, a partner of both Cherwell and ComAround,” says Per Strand, CEO at ComAround. “We’re happy to have formalized this partnership with Cherwell, both for the benefit of our clients and partners.”

“Our main goal is to help our clients with more effective IT service management solutions,” says Glenn Alvérus, CEO at Synerity. “Integration between Cherwell and ComAround is entirely in line with this goal.”

The ComAround cloud-based knowledge management platform is a unique combination of software, services and content that helps clients to collect, structure and share knowledge. Interoperability between ComAround and Cherwell provides clients with powerful knowledge management in a seamless interface, enhancing efficiency and productivity for agents and self-service users alike.

”Integration smoothly ties together the two solutions from ComAround and Cherwell so that both our users and support personnel can fully utilize the potential of both solutions via one and the same interface,” says Johan Frick, IT manager at Nibe.

“Cherwell is excited to have ComAround join our TAP. We are strong believers in the value that ComAround will add to Cherwell customers.” says Dawson Stoops, VP of Technical Alliances at Cherwell.

Read more about the ComAround Knowledge™ integration mApp for Cherwell Service Management®.

Try ComAround Knowledge™ for free.

About ComAround

ComAround is a global self-service knowledge solution provider. We have been developing smart services for more than twenty years, helping users working with technology tools to resolve their problems 24/7/365. Hundreds of companies all over the world use our cloud based self-service solution, ComAround Knowledge™.

About Cherwell Software

Cherwell Software is the developer of Cherwell Service Management®, an award-winning business technology and IT service management (ITSM) platform  recognized by leading industry analysts worldwide. Express Software Manager is our new, award-winning IT asset management software. Cherwell customers are part of a fast-growing, caring community using Cherwell Software to implement both ITSM solutions and business technology that goes beyond ITSM. Cherwell Software has the deepest expertise in the service management industry, including a global network of expert partners currently serving customers in more than 40 countries. Corporate headquarters are in Colorado, USA, with EMEA headquarters in the United Kingdom.

We now have knowledge support for Skype for Business

In April, Microsoft released its new replacement for the communications software Lync, Skype for business. We now have guides for Skype for business in our knowledge solution ComAround Zero ™, which answers common questions, and help your users get a smooth transition to the new program.

skype-for-business_500x129

Everyone who has Lync will automatically get Skype for business through a common Office update. Contact us if you need help to get access to our knowledge articles for Skype for business on mailsupport@comarund.com . For those of you who do not yet have access to ComAround Zero ™, sign up for a free trial here.

Microsoft’s description of Skype for business: “Skype for Business (formerly Microsoft Lync) is a communications and collaboration platform that brings together an experience inspired by Skype with enterprise-grade security, compliance and control. It offers features including presence, IM, voice and video calls, and online meetings. It is built right in to Microsoft Office, so initiating chats, calls and meetings is an integrated experience within Office.”

Pressrelease: The California Government extends their contract with ComAround

One of our US customers, The California Government, has extended their contract with ComAround to keep providing their users with service from the self service knowledge solution ComAround Zero™.

The California Government  is very pleased with the service and they are saying that ComAround Zero™ “Is the Next Generation Knowledge Tool”. Our goal is to increase service and use ComAround Zero™ to create “The cool stuff” in the form of video knowledge articles.

A major challenge for their service desk is all the questions from new employees when they start their new job. This is where ComAround Zero™ creates great value as it provides the Service Desk with excellent support for onboarding new employees.

With ComAround Zero™ the California Government employees have access to thousands of ComAround’s knowledge articles, and the Service Desk has the ability to easily add new articles and search for their existing knowledge articles within ComAround Zero™.

– We are very happy to continue working together, says Rob Matheson, Director-North America Business Development at ComAround Inc.

California is the third largest state in the US and has a population of more than 38 million people.

Try ComAround Zero™ 30 days for free!

The winners of ComAround prizes at the HDI Conference in Las Vegas

We are happy to present the winners of the ComAround prizes at the Annual HDI Conference and Expo in Las Vegas in March.

The winner of a Pebble Smartwatch

The winner of ComAround’s Pebble Smartwatch was Jessica Laplante, Help Desk Team Leader at  Lincoln Financial Group. Congratulations! Pictured left.

winner pebble watch_200x261

The winner of an iPad Air – joint draw with Specops Software

Together with Secops software we had a draw to win an iPad Air. The lucky winner was Jose Montoya from Brigham Young University. Congratulations!

img_0964_200x233

 

More from HDI: Self service isn’t “nice to have”. it is an expectation

2015 HDI Conference Las Vegas: Self Service isn’t “nice to have”, it is an expectation

We are very excited to be participating at the HDI 25th Annual World Conference and Expo in Las Vegas. More than 2,400 elite professionals are getting together for the most comprehensive training conference in the Technical service and support industry. This is where the users are customers, and where we let people know that the support team are the heroes.

We experience, both from participants and the conference program in general, that there is a heavy focus on knowledge, KCS, integrations and beyond IT (HR, Marketing, Finance and so on.). It has become obvious that the description ”customer” has replaced the previous word ”user” for IT and service desks. That also explains why “easy to use” is crucial for all tools at the conference, emphasizing the actual customers using the tools.

(null) (2)_300x269Many people we meet talk about the need to understand what role the service desk has within the organization, and the value they create. Or if you put it the ComAround way – they are the heroes!

ComAround Zero™ – or how to make it work

Having a Knowledge Base in an ITSM platform doesn’t seem to be enough for companies. They need additional tools to really make it work- to bring the resolution rate up and make the customers satisfied. We hear visitors say that many of the KB solutions are giving customers a hard time, especially finding the right content due to poor search and navigation functions. That is something we can proudly claim that ComAround Zero™ doesn’t have any issues with.

– That’s probably why we notice a real interest from ITSM vendors to collaborate with ComAround in order to create ”added value” for customers, says Sebastian Teeling from the ComAround team.

(null) (3)_300x200Self Service and KCS – making knowledge fun

KCS has a strong influence and customers are excited that we are KCS focused and that we are implementing more features tied to KCS. When showing one of our US customers some of the new features, she said ”That is great, this will make content creation motivating and fun for the writers”.

The response from the people we talk to is that ComAround offers a smart and intelligent knowledge solution, not really seen before.

– We’ve met several people from the HDI 2014 conference, who are happy that we are back, says Magnus Holmqvist at ComAround, who also participated last year.

The 2015 conclusion

Just like last year, we love the vibe, the mood, the energy, the fun and all the engaging people at the expo.

We are happy for the collaboration with our partner Specops , which has further strengthened our position on the North American market. A great team with a great product!


Top picture, from left: Magnus Holmqvist, Rob Matheson, Björn Björkman

Bottom picture: Brandon Caudle talking about “Self Service and other Customer Support Myths”

Meet us at the HDI Conference & Expo in Las Vegas, March 24-27

We are very excited to participate at the HDI 25th Annual World Conference and Expo, March 24-27, in Mandalay Bay, Las Vegas. More than 2,400 elite professionals will be getting together for the most comprehensive training conference in the Technical service and support industry.

banner(160x600exhibiting)1411084_130x488ComAround at the HDI conference:

Expo Hall Location: Mandalay Bay, Shorelines A
Booth: 526

  • Mr. Rob Matheson, Director, North America Business Development
    rob@comaround.com
    Phone: 415-505-4889
    LinkedIn
  • Mr. Magnus Holmqvist, Founder ComAround
    magnush@comaround.se
    Phone: +46 8 580 886 20
    LinkedIn
  • Mr. Sebastian Teeling, Process Manager/Sales Engineer
    sebastian.t@comaround.se
    LinkedIn
  • Mr. Björn Björkman, Product owner, ComAround
    bjornb@comaround.se
    LinkedIn

ComAround Zero™ + Specops Password Reset – world class self service!

Research shows that up to 40% of all service desk calls are related to password reset issues. With a simple integration you combine the power of ComAround self service solution ComAround Zero™, and Specops Password Reset solution to attain outstanding customer support and the highest level of password security.

Meet out partner Specops  in booth no 343.

And don’t forget to join our competition for a chance to win an iPad Air!

We look forward to meeting you!

HDI is the leading resource for IT service and technical support

HDI, a UBM Tech company, is a global IT service and technical support association and the industry’s premier certification and training body. Guided by an international panel of industry experts and practitioners, HDI is the leading resource for IT service and technical support emerging trends and best practices.

Official web of HDI Conference & Expo 2015

 

New knowledge article categories in ComAround Zero™

In keeping with best practices for knowledge-centered support, our focus is both on producing new content and updating existing content based on demand and user statistics from our customers. We’ve identified the most popular categories and listed them below.

In recent months we’ve focused our efforts on the knowledge article categories that we’ve identified as most-used based on available user statistics. We’re going through the articles with the highest number of views, refining, adding and even removing content.

The most-used knowledge articles are in these categories:

  • Windows 7
  • Outlook 2013
  • Word 2013
  • Excel 2013
  • Lync 2013
  • Office 365
  • Outlook 2010
  • Word 2010
  • Excel 2010
  • iOS8

Please get in touch  if you have any specific guide requests.

Read more about ComAround Zero™.

Knowledge is an asset owned by the team

It is no secret that “Knowledge” is the keyword in the support industry in 2015. ComAround recently took part in the IT-support & Service conference in Stockholm with the focus on the support organization’s knowledge. How do you capture this knowledge and how do you make this build value in the company?

At the conference, a great deal was spoken about problem-solving proactive work with knowledge as a central tool. How important it is to map a business’s knowledge in order to be able to utilize and develop it to make working operations effective, innovative and profitable.

it-support 1_499x214

KCS simplifies knowledge management

In her presentation, Ann-Marie Ovin, CIO at the law firm Vinge in Stockholm, spoke of how they had begun to introduce KCS, Knowledge Centered Support, in their IT activity. KCS is a method for working effectively with knowledge within, for example, the IT organization. The knowledge can be available in a knowledge database in a self-service facility.

According to Ann-Marie Ovin, knowledge is an asset owned by the Team, not by the Individual or a small group of content creators. And, at ComAround, we really agree with that. By utilizing, developing and disseminating both new and existing knowledge in a self-service portal, the support organization can build up knowledge capital in order to, for example, take the load off of and make more effective the work in the service desk. In both the long and short term Ann-Marie Ovin, who uses ComAround Zero™ in the support activity, described the service as “structured knowledge in one place”.

– I thought that Ann-Marie’s description that “IT + Knowledge Management = KCS” was very good, says Sharmarke Warsame, who took part as an exhibitor from ComAround.

it-support 2_497x300

Ulf Lignelid, Magnus Nordh and Therese Walve from ComAround

We had many pleasant and interesting discussions with both participants and other exhibitors among the 60 people present.

Would you like to find out more about KCS?

Contact us if you would like to find out more about how KCS works in practice and how it can improve support delivery.

ComAround holds a presentation at the HDI Local Chapter Sacramento, February 19th

On Thursday February 19th, Rob Matheson, Director of Business Development at ComAround in San Francisco, is holding a presentation at the HDI Local Chapter in Sacramento. Register today to learn how to take control of the knowledge flow by using Self Service and KCS.

robmatheson_230x230Rob Matheson has worked in the IT Support Industry for more than 15 years and has held many SF Bay Area HDI Officer positions. He is currently their chapter’s VP of Programs.

At ComAround, Rob works closely with IT teams to help them develop and implement self service and KCS.

His presentation will focus on how to leverage knowledge flow by using KCS and Self-Service.

Date and place:

February 19th, 2015
5:00PM – 7:00PM
Unitek College
1111 Howe Avenue Suite #300
Sacramento, CA 95825

Read more and regiser today