GEMA Backing a Digital Experience Platform and Automating the Complete Service Chain

At a glance


Gesellschaft für musikalische Aufführungs- & mechanische Vervielfältigungsrechte

Media (Music authors’ society)

Key figures

85,000 members, more than 2 million listeners in Germany

Automated Service Chain

As part of a company-wide service offensive, GEMA was looking to introduce and establish a complete customer service management (CSM) solution.

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Digital Experience Platform for all Stakeholders

As part of a strategic realignment, the GEMA website was to be further developed into a digital service hub.

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GEMA Liferay Screenshot

With the support of the Pega partners USU, within a few months we were able to build a powerful, cross-platform customer service system which today forms the digital backbone of our services and creates a special customer service experience for GEMA members and customers.

Christian Bachus, Director Customer Service

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