GEMA Case Study
From Seamless Transition to Trusted Long-Term Partnership
“We’re extremely satisfied with the performance of Utelize. From day one, it was really easy and smooth… your team really feels like they are part of GEMA.”
Emmanuel Echeverria, COO
The Challenge
GEMA required a rapid and risk-sensitive transition from its prior mobile service provider to Utelize Mobile with absolutely no service disruption.
The intense timeframe and complex logistics posed critical challenges. Even minor issues risked impacting frontline staff and critical payment device logistics.
High-Risk
Cutover
A “hard” one-day transition from the previous provider to Utelize, with no phased handover or margin for error
Continuous
Logistics
Daily shipping of payment devices & tablets to multiple sites required flawless execution and efficiency
System
Transition
Moving to a new helpdesk & reporting platform within weeks of go-live created challenges
Secure Stock
Transfer
A large stockholding had to be relocated across multiple sites for secure storage and disaster recovery purposes
From Project to Partnership
The completion of this high-risk migration marks not only a successful project but the starting point for a long-term partnership between Utelize and GEMA.
The immediate response to GEMA’s urgent needs showcased Utelize’s capabilities but also highlighted the mutual trust and aligned vision that underpin this collaboration. Utelize looks forward to deepening this partnership with consistent operational support, shared goals, and continuous improvement opportunities.
OUR SOLUTION
Outstanding Support Team delivered empathetic, professional 24×7 assistance praised by users and GEMA alike.
Reliable Logistics ensured daily shipping of payment devices and tablets with no delays or errors.
Business Impact
Utelize executed a critical one-day transition as GEMA moved from its previous provider to Utelize Mobile, ensuring uninterrupted service and operational continuity.
Zero-Disruption
Onboarding
A high-risk migration was completed seamlessly, with no downtime or service interruption for users.
Enhanced Frontline
Experience
Users received fast, responsive support that resolved issues in real time.
Operational Efficiency
& Trust
Flawless logistics and proactive problem-solving reduced internal burden and built GEMA’s trust in Utelize as a reliable partner.
Consistent Service
Reliability
Daily device logistics and user support were delivered without delays, ensuring confidence across the business.
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