GEMAŞ Sets a Digital Standard in the Industry: “Transparency and Technological Revolution in Technical Service”

Anasayfa Sektörden Haberler GEMAŞ Sets a Digital Standard in the Industry: “Transparency and Technological Revolution in Technical Service”

Yazar: Eda GEDİKOĞLU

13 Jan 2026

In the pool industry, after-sales support and technical services are among the most critical factors in customer satisfaction. GEMAŞ has launched a new digital approach in the sector by introducing its in-house Technical Service Management Software, aimed at eliminating the uncertainties often experienced in this area.

E-Dergi

Customer-Centric Digital Transformation: The “Customer Portal”

Halil Tek, Software Architect at GEMAŞ General Engineering Software & R&D Department, explains:
“For years, our experience has shown us that the biggest source of stress for our customers is uncertainty—waiting to find out the status of a malfunctioning device, when it will be repaired, or whether it is covered under warranty. At GEMAŞ, we decided to solve this issue not by ‘working harder’ but by ‘working smarter.’ With this vision, our R&D and Software Department developed the Technical Service Management Software, marking a first in the industry.”

Halil Tek emphasized that the technology they developed goes beyond being just a “tracking program,” establishing a bridge of transparency between the company and its customers while bringing professionalism to the process.

A New Era of Transparency

Through the customer portal, users can:

Create Their Own Service Requests: Customers can submit a service request 24/7 without being tied to phone lines, entering the device model and issue directly into the system.
Real-Time Status Tracking: From device intake to technician assignment, from waiting for parts to testing stages, every step can be monitored live—making the question “Where is my device?” a thing of the past.
Visual Confirmation: Customers can see photos of replaced parts or completed work, ensuring full confidence in the service performed.
Direct Communication: Instead of trying to reach someone by phone, users can communicate directly with technicians via the service ticket, keeping a written record of all interactions.

Parts Warranty and Corporate Memory

One of the biggest challenges in the industry is warranty tracking. Questions like “Was this part replaced last year, and is it still under warranty?” often remain unanswered in dusty files.

With the Parts Warranty Tracking Module, each device and every replaced part has a digital identity. The system automatically monitors warranty coverage, allowing customers to instantly view whether their device is under warranty or not through the portal.

Proactive Service: Annual Maintenance Reminders for Registered Devices

Halil Tek added, “Professionalism is not about solving problems after they occur; it is about preventing them. Our software algorithms automatically calculate Annual Maintenance Dates for installed or serviced pool systems. The system alerts both customers and service teams before maintenance is due, ensuring necessary work is completed before the season starts. This proactive approach prevents unexpected breakdowns mid-season and helps balance service workload, maintaining service quality above standard levels.”

He stressed the importance of registering devices in the system: unregistered products cannot have automated maintenance schedules, leaving them outside the scope of reminders and preventive plans. With device registration, both customers and service teams can manage all maintenance processes accurately and on time, ensuring a long-lasting and trouble-free pool experience.

Data-Driven Professionalism

The after-sales department can measure on-site performance in real time with detailed reports provided by the software. Data on the most common issues per device, average repair times, and customer satisfaction rates are analyzed. This information not only enhances service quality but also informs R&D processes, contributing to the improvement of product quality.

Leading Innovation in the Industry

Contrary to the traditional methods often seen in the pool industry, Tek noted that the GEMAŞ Board of Directors has made significant investments in technology and innovation with a visionary perspective. “This approach, a first in our sector, aims not only to address today’s needs but also to shape the future. By allocating resources and strategic focus on software and digitalization, our company has transformed from a service provider into a technology-driven leader managing processes. This investment is a tangible demonstration of our respect for our customers and our commitment to continuous improvement.”