Outsourcing specialist CompuCom Systems, Inc. has turned to RightAnswers, Inc. for its solutions in customer service using the knowledge management company’s ITIL-certified Unified Knowledge Suite (UKS). 

In response to an expanding service desk, CompuCom made the switch in an effort to provide more options for its clients for self-resolution and access to information. RightAnswers (News - Alert) is known for its services in knowledge management, self-service and knowledge base development, and UKS was developed specifically for internal support to keep companies updated on changing service needs in addition to rapid problem-solving. 

 “RightAnswers is a key component in our service desk and helps us deliver the highest level of support to our clients,” CompuCom Vice President and General Manager Integrated Shared Services, Mike Keogh said in a company press release. “With the RightAnswers Unified Knowledge Suite for customer service, our clients can achieve better efficiencies – which, in turn, allows them to better serve their customers.”

Content developed in UKS is easily accessible to customer service and self-help operations; including RightAnswers’ customized self-service portal, search engines, automated email knowledge response and web snippets—allowing users to search websites using fully-functional search capabilities.

“As a leader in the IT service market, we strive each day to find new ways to provide CompuCom with leading self-service and knowledge management tools,” added Jeff Weinstein, president and CEO of RightAnswers. “Our partnership has enabled CompuCom clients to benefit from RightAnswers’ innovative solutions combined with CompuCom’s world-class support processes. The result is greater employee productivity and increased customer satisfaction.”

In other company news, Gartner, the information technology research and advisory company released the results of its knowledge management case study, finding RightAnswers improved IT support and reduced costs of its client.