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Jaama restructures and expands customer service department

Jaama restructures and expands customer service department

Fleet and asset management software company Jaama has restructured and expanded its customer service department to provide clients with a greater level of support.  

The rapidly-expanding and now 20-strong customer service department led by customer service manager Alex Loach has been restructured into three customer groups representing the key client channels targeted by Jaama: fleet, leasing and workshop, plant and rental.  

A team leader, who will manage each group, and a technical client manager, who will support all aspects of managing individual accounts from support queries to enhancements, have been appointed for each section.  

Meanwhile, Jaama has further expanded its customer service department with the appointment of Nicole Jones and Simon Christoforidis as level two technical support/data analysts joining the newly established fleet customer support team and leasing company customer support team respectively.

Jaama’s multi-award winning Key2 Vehicle Management software is used by contract hire and leasing companies and fleets to collectively manage more than 800,000 vehicles, company car and commercial vehicle drivers and own-vehicle drivers and organisation’s workshops.  

Meanwhile, Key2 Hire Management is the company’s sector-leading plant, equipment and tool hire management software system.   Collectively there are now more than 10,300 registered Key2 users across the company’s client base.  

Jaama managing director Martin Evans said: “We have restructured our customer service department in response to client feedback to provide a more streamlined service with expertise in individual market sectors in one easily accessible team.  

“We recognise that our Key2 product has a wide spectrum of customers who use different areas of the system, restructuring the department into sub groups enables the team to provide a more dynamic and focused customer service experience.  

“Key2 is a fantastic product and is recognised as the number one choice for the industry, but Jaama recognises that providing first class customer service is equally as important as the actual product itself.”

Previously members of Jaama’s account management, customer service and technical support teams worked across all areas of the company’s business.  

Highlighting the expansion of the customer service department, Mr Evans said: “Jaama is firmly focused on investing in enhancements to Key2. Therefore customer support is critical to enable clients to drive maximum efficiencies through our innovative asset and driver management solutions.  

“Similarly as Jaama experiences year-on-year expansion it is important that we have the support mechanism in place to ensure implementation is successful and post-implementation help is easily accessible.
 

“The customer service department has doubled in size in the past 12 months and with Jaama’s current rate of growth I anticipate further appointments being made in 2017.”

Recent recruit Ms Jones graduated from Birmingham City University with a first class honours degree in information, communication and technology in 2014. She has joined Jaama after more than two years working as a first line application support analyst role for a fraud prevention company in Stoke-on-Trent.

Meanwhile, Mr Christoforidis, who had a spell in the RAF, most recently used his IT skills as an installation engineer within the education sector prior to joining Jaama.