The Cherwell and ComAround partnership enables the “shift-left strategy”, by moving cases to more cost-efficient support channels. Consequently, the issues fall into the right support channel relative to their complexity and cost to solve. Self-service frees up time and resources by having users solve simple, recurring issues themselves. First-line support have time to deal with more complex issues that require personal support. This enables quicker support management, happier customers, and lower costs.
Cherwell and ComAround’s experts will help you to succeed with knowledge management and self-service. KCS training will help your teams develop the understanding and skills needed to fine-tune your knowledge management and self-service processes. We give you all the knowledge you need and assist with implementation and constant improvements throughout the support flow.
- 60% shorter resolution time
- 50% fewer cases to Service Desk
- 40% higher first-contact resolution rate
- 30% more satisfied employees
The ComAround Knowledge™ Integration mApp provides a seamless integration between Cherwell Service Management® and ComAround Knowledge™ through built-in interfaces which makes knowledge content available via the interaction points you already have within your support operations. The knowledge is available in the right place and at the right time. Both the service desk and end users can resolve issues with the pre-populated ComAround Knowledge™ solution, via CSM.