Vitec ALMA has appointed Jari-Pekka Peiju as Head of Product Implementation and Customer Service. In his new role, Peiju is responsible for four key customer-facing areas: customer support and training, integration services, customers’ ongoing services, and product implementation.
“Several expert teams work behind the scenes, but the customer does not need to know who to contact. It is our responsibility to ensure that the service is presented to the customer as one clear and coherent whole,” Peiju explains.
In his new role, Peiju focuses on developing operating models with a strong customer-centric approach.“This is not just about dividing responsibilities, but about how we work and lead customer operations in everyday practice. When we update our operating model to better reflect our customers’ needs and our own development, it will be visible to customers as improved service.”
The teams under Peiju’s responsibility encounter the same customer at different stages and in different situations, but the objective remains the same: the service must feel unified and well-managed from the customer’s perspective.
Customer support and training handle day-to-day questions and skills development. Integration services ensure that ALMA works seamlessly as part of the customer’s broader system landscape. Ongoing services support the customer relationship over the long term. Implementation, in turn, ensures that the system is deployed as planned from the very beginning.
When it comes to developing customer service, Peiju emphasizes practicality: clear operating models, proactive ways of working, and a smoother daily experience for both customers and internal teams. He relies on a continuous improvement model and lean thinking, which he is also familiar with from his background in industry.
“Before joining Vitec ALMA, I accumulated over twenty years of experience in industry, for example in production, maintenance, and information systems,” Peiju says.
Continuous improvement does not mean large-scale reforms all at once, but small, recurring improvements that make work easier. The key is that solutions are delivered to the customer as clearly as possible.
“My new role does not mean that everything is centralized under one person. Instead, I want to enable clearer operating models and better conditions for us to succeed together.”
Vitec ALMA also monitors the success and impact of its development work. Customer satisfaction has been measured even before the current development efforts, and the measurement will continue going forward.
“Metrics help us see where we are heading and where development efforts should be focused. Ultimately, the customer experience is what matters most,” Peiju concludes.