ABB explains about new improvements to ComAround Zero™

ABB in Sweden has recently launched ComAround's latest version of web-based self service, ComAround Zero™, to 9 000 staff. ABB is very positive about the new version in terms of both graphics and the new functions.

A large number of guides on the intranet is hard to handle.

Lars-Göran Jonsson is the Service Manager for Groupware at ABB in Västerås. He is very keen to help users and make their lives easier. Lars-Göran's main job is to answer questions on Lotus Notes from 9 000 users in Sweden. He was receiving lots of telephone calls every day from users who needed help and support. He wrote down the answers and published them on the intranet. "The number of guides increased at a tremendous pace to 300. It was hard for users to search the intranet and get the right answers.

-  We needed a system that could be used 24 hours a day, that was easier to navigate than the intranet and that was easy to search. We also needed statistics for follow-up, a comments function in order to get feedback from users, and the option of adding text, video and interactive guides and being mobile outside ABB," explains Lars-Göran.

ComAround's web-based self service simplifies handling of range of guides

ABB decided to introduce ComAround's web-based self service. This included all the functions the company needed. This also gave ABB access to thousands of ready-made guides on packages such as Lotus Notes, Windows and Office.

On 1 February 2012, ABB launched the service, which they call "Self Service". The content was extended to include guides on packages other than just Lotus Notes. They launched guides for PC, telephony and networks, spread over many different categories.

On 2 September 2013, ABB switched to ComAround's new generation of web-based self service, ComAround Zero™. In connection with the launch, ABB took the opportunity to devise a better structure with fewer, clearer categories, while at the same time extending the service to include more fields. They chose to have four categories in ComAround Zero™; IT and telephony, Finance, Employment and Divisions. There are plans to add more fields in future.

ABB perceives a number of benefits to be had with introducing web-based self service. "Web-based self service relieves pressure on the people who reply to questions manually, so reducing the cost of dealing with issues and reducing the risk of users looking for answers elsewhere. The self service solution is used widely within the organisation.

-  We had 25 000 guide views in the first year, and twice that number for the second year, we reckon," explains Lars-Göran.

ComAround Zero™ with better functions and interface

Lars-Göran works diligently with the service. Following up using statistics is an important part of his efforts to meet the needs of users. Lars-Göran is very positive about the new ComAround Zero™ in terms of both graphics and the new functions. He maintains close contact with ComAround, with new ideas and functions for the service.

Graphical and layout improvements

ComAround Zero™ has been rebuilt from the ground up. The layout and graphics are more modern and focus on making things easier for administrators and end users. Lars-Göran has received a lot of positive comments from his colleagues on the new interface.

-  "My colleagues were amazed when I showed them the new interface. There is a huge difference between the old interface and the new one," reckons Lars-Göran.

Fast search function and easier navigation

ComAround Zero™ has a new, faster search function and easier navigation using a top menu. "ABB has now chosen to have fewer categories with more associated guides, which may make it difficult to find the right guide," says Lars-Göran. In his view, the search function will have a more important part to play as a result.

-  "The new Zero gives us a clearer structure," he says. "The new search function helps users to locate their guides more quickly and more easily. They can also sort their hits however they choose. The search function is also always available on all pages," says Lars-Göran.

Share button always available

Lars-Göran also points out the new Share button, which is available with each guide. He reckons ComAround Zero™ makes it easy for users to copy a link or send mail to users without having to send the guide to themselves first, as they had to do in the previous version of the service.

Mixing text and video in one and the same guide

Another highly appreciated new feature is the unique link between  text and video in one and the same guide. This is done by linking time periods in the video to specific steps in the text guide.

Easier to assess guides and provide feedback

Lars-Göran also thinks it is easier for users to assess guides by clicking on the "thumb up" or "thumb down" symbol, and that submitting further feedback in a form is simple too.

Better statistical functions

The statistics have been improved too, according to Lars-Göran. Statistics are an important part of Lars-Göran's efforts to meet the support needs of users. He uses the statistics to monitor the guides with the lowest ratings.

-  "We want to know which guides have the lowest ratings – not which ones are at the top – so that we know which guides we have to improve," says Lars-Göran.

ABB also uses the automatic alarm which indicates which guides need to be added. This function raises the alarm when a search term or phrase has not found any hits after five searches.