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A telematics provider managing approximately 2,000 connected devices internationally relied on a single-network connectivity model that was not designed for a fleet operating across borders. Devices could be in different locations at any time, while a single operator could not provide the flexibility the business needed.
When connectivity dropped, the cause was often unclear. Vehicles went offline, limiting the business’s ability to confirm the status of customers’ employees in the field. Resolving issues meant submitting a support ticket and waiting for a response. In the meantime, an engineer might need to be dispatched to investigate.
The provider also faced a SIM-security gap. SIM cards were not locked to their assigned devices, and one customer had removed a SIM and used it elsewhere, generating data usage outside the intended fleet.
The business needed to:
- Maintain connectivity across multiple countries without relying on a single network operator.
- Get direct, responsive technical support instead of waiting in a ticket queue.
- Restrict SIM use to assigned devices and reduce unauthorized usage.
- Manage a growing SIM estate with clear visibility into usage and costs.
For this provider, the deciding factors were reliability, responsiveness, and control, not simply the lowest connectivity price.
Solution
Cellhire supplied unsteered multi-network IoT SIM cards that could connect to an available network based on conditions at each device’s location, rather than tying the fleet to a single operator. Portal-based management and direct access to a knowledgeable support team gave the provider greater control over its connectivity.
The solution included:
- Unsteered multi-network connectivity across borders, allowing devices to use an available supported network.
- IMEI locking to associate each SIM with its assigned device and help prevent removal and reuse elsewhere.
- Usage alerts and caps to flag unusual activity and help manage data consumption.
- Near-real-time usage visibility through Cellhire’s portal, allowing the team to check SIM status and investigate issues directly.
- Bulk provisioning through the portal and API to simplify onboarding as the device estate grows.
- Direct access to a support team with telematics expertise, rather than relying solely on generic support scripts.
Switching to Cellhire was one of the easiest decisions we’ve made - costs down, reliability up, and far fewer dropped connections across our fleet. The self-service portal means we manage our own estate without waiting on a ticket, and their technical team actually understands telematics.
CEO, Telematics ProviderResult
- Faster support: Issues can be raised directly with the support team instead of automatically entering a ticket queue.
- Fewer unexplained connectivity issues: The provider has a clearer path to investigate connectivity problems and understand what happened.
- Greater control over SIM usage: Near-real-time visibility, alerts, and caps support more proactive usage management.
- Reduced risk of SIM misuse: IMEI locking helps keep each SIM associated with its assigned device.
- More independent troubleshooting: The management portal gives the team direct access to SIM information without waiting for a support ticket to be updated.
- Clearer pricing: A more transparent pricing model replaced legacy pricing that no longer reflected the business’s growth.
- A specialist connectivity partner: The provider has access to a team that understands telematics requirements.