Case Study: Jama Software achieves a 28% reduction in support tickets and a thriving customer community with Higher Logic

How Jama Software’s Community Became the Best Resource for All Things Jama

Jama Software, a provider of product-development tools used by organizations like SpaceX, Boeing, Caterpillar and NASA, needed a way to support customers building complex, mission‑critical systems who require detailed version history and around‑the‑clock help. Rapid growth, new products and customers working non‑traditional hours made timely support and knowledge sharing especially challenging.

Jama moved to a Higher Logic online community as a central knowledge base and collaboration hub—hosting 250+ articles, training videos, release notes and active discussions. The community drives over 700 posts and 14,000 sessions per quarter, helps crowdsource product improvements and beta feedback, and has contributed to a 28% drop in support ticket volume (2015–2017); 73% of staff report many inquiries can be resolved by linking customers to community resources.

Jama Software

Kristina King

Manager, Technical Support