Cam Systems Undergoes Investment and Restructuring Programme

A major investment programme and restructuring of operations at Cam Systems has delivered an innovative new approach to managing IT Support needs. The Gloucestershire-based tyre trade software specialist has redefined its support operation to offer three distinct options to meet the changing needs of customers and reflect the continuing development and diversity of the IT sector.

Instead of a single customer support function dealing with all incoming calls, irrespective of the nature of the enquiry, Cam has now introduced three specific customer options, branded together under a new Support+ programme. “Cameo Support” deals with all Helpline calls concerning the company’s market leading Cameo software programmes; “3rd Party Support” is dedicated to handling customer enquiries for all IT software and systems not developed by Cam Systems.
This can include problem solving and advice with, for example, Microsoft group products, and Internet, email and e-commerce applications; and “Account Management” provides access to a dedicated account management team, which is responsible for looking after a customer’s overall IT needs. This can include development of bespoke products and services to meet specific operational requirements.

“The concept behind Support+ was to restructure our customer Support service by providing three clear options to meet the individual IT needs of businesses,” explained Cam Systems managing director Mike Allen. “For some, generally smaller customers, the Cameo Support option might cover all their needs, while 3rd Party Support recognises the enormous growth in the use of other IT applications by the tyre industry in recent years. Businesses which embrace IT or rely heavily upon it, might opt for the account management package, for a more in-depth and structured relationship,” added Mike.

Benefits from the new approach are already being experienced by Cam Systems customers. Jonathan West, managing director of high performance tyre wholesaler Broadway Tyres, says that a closer working relationship has benefits for both the customer and Cam Systems.

“The new structure at Cam means more specific help with issues as they occur, as well as strengthened personal responsibility from the Support team through their new focus and specialisation,” said West.

For Lucy Leeson, company accountant at Treadfirst Tyre & Exhaust, which operates a seven centre business covering tyre, exhaust, MOT, servicing, emergency call out and factoring, the new approach has created a closer working relationship with the company.

“Having direct access to an account manager who understands your business is a much more efficient approach and means that we have someone we know and trust who is looking after our interests. As a direct result of that relationship, Cameo has supplied us with a detailed new report facility that will save me around one day’s work per month, and make our month-end accounting more efficient. That’s a real benefit as far as I am concerned,” Leeson commented.

During 2005 Cam has increased the numbers within its Support operation from seven to nine full time staff, with additional access to six team members who supplement the core team on a rotational basis, providing specialist support, sharing knowledge and developing skills. As a further resource, directors and senior team members can be brought in to deal with specific issues requiring their expertise, giving a pool of up to 30 personnel who can be actively involved in manning the Support+ network.

The company’s personnel investment has also been complemented by a substantial £25,000 investment in enhancing existing call management software. The HEAT call management program can provide very detailed data and reports which help identify areas for improved efficiency in customers’ IT systems, as well as monitoring the performance of the Support+ operation at Cam Systems.