Inside Nomadia Customer Service: Dedicated Teams

16/07/2026
14:08

reading time : 2 min

Lucie Monnot

Content Marketing Manager

Choosing a Nomadia solution means gaining operational efficiency and greater comfort in day-to-day field work. As head of Nomadia Customer Service, Damien Duval explains the human and technical resources mobilized to deliver on this dual promise and help you get the maximum return from your investment in our solutions.

The scope and missions of Nomadia Customer Service

What makes Nomadia Customer Service unique?

Nomadia Customer Service brings together the teams that support clients at every stage of their journey, from the configuration of their solution through to its daily use within the operational context specific to each client. This notion of context is essential to our approach, because Nomadia does not sell “only” software, but business processes and methodologies that help our clients in their operations.

Our primary mission is therefore to ensure that the deployed solution integrates seamlessly with the client’s existing IT environment, with all the application links they require, and that it factually meets the operational needs of their business teams.

Our second mission is to serve as the client’s point of contact over the long term — accompanying desired changes and providing assistance to users when they encounter difficulties in their day-to-day use of the solution. The combination of these two dimensions is the condition for rapidly and sustainably delivering the efficiency and performance gains expected from Nomadia products, and for achieving satisfied clients and users — which is, at its core, the fundamental reason for an engaged Customer Service team such as ours.

The onboarding process: a tailored approach

What happens when a company becomes a Nomadia client?

Once the contract is signed, the client enters a structured and flexible onboarding process, adapted to the size and complexity of each client project.

Everything begins with a handover meeting between the Nomadia sales team and the Customer Service team who will technically implement the client’s solution.

This exchange allows the Nomadia Customer Service team to get acquainted with their contacts and to confirm the project scope and its objectives.

Following this meeting, we establish a schedule that gives the client visibility over the project’s stages, milestones, deadlines, and the corresponding deliverables for each deadline.

Workshops with the client’s teams are then organized to gather all the information needed to best adapt our product to the specificities of their business and organization.

The next step is the integration phase, during which all the information collected is translated into software configuration settings so as to deliver a first version of the solution for the client to test. Since the first weeks of use are crucial, the client benefits from a so-called “hypercare” period during which we follow them closely and hold regular check-in sessions to resolve any issues and answer all of their questions.

At the end of this hypercare period, the project phase is considered complete and the client enters a full operational phase, where their contacts within Customer Service will be the Support team — for all operational requests — and the Service team — for questions relating to the evolution of the solution, whether in terms of functional scope or number of users.

User training and daily support: the keys to success

Why is user training essential?

Training is part of Nomadia Customer Service’s scope. Regardless of the Nomadia product, we strongly recommend that all our clients train the people who will administer the solution internally and who, as “super-users,” will subsequently be able to train the end users of Nomadia’s field applications and provide them with first-level support.

The other point we strongly emphasize with our clients is the implementation of a change management approach, especially when they are deploying this type of tool for the first time. Whether they are delivery drivers, mobile sales representatives, or technicians carrying out on-site missions, it is essential that these users are supported internally if we want them to adopt their new tools and gain all the benefits from them.

What resources does Nomadia Customer Service make available to clients to help them on a daily basis?

Nomadia clients benefit from unlimited access to Customer Support, by email and by telephone, provided by product experts. For fast and effective responses, these experts have access to all the necessary information on the client’s configuration and environment. A very important point — given the sensitivity of this information — the terms of access to this data comply with extremely strict security rules, as an increasing number of companies rightly require.

In response to the strong need for autonomy expressed by our clients, we are also strengthening self-service tools by capitalizing on the power of artificial intelligence.

Artificial Intelligence: an asset for customer service

How is AI transforming Nomadia Customer Service?

AI, which already has a firm place in Nomadia’s products, brings to Customer Service a capacity to exploit unstructured data that we did not previously have. In the logic of self-service, we are developing a chat tool that will radically extend, simplify, and accelerate information search and problem resolution. To do this, we have taken all of our clients’ requests and all the responses provided to them over the years, to feed an AI model that clients will be able to query in conversational mode. This is far more powerful than a search engine over a traditional knowledge base — and, a fortiori, than a traditional FAQ whose entries are by nature limited.

With this new tool, the client asks their question just as they would verbally, and the AI returns the relevant results found in the enormous historical database of Nomadia Customer Support questions and answers.

This approach will make the client self-sufficient for many issues that have already been addressed. This means that Support teams can devote themselves to new questions and complex problems, knowing that the responses to these are fed back into the database so that the AI takes the most recent issues into account.

This is an advance that will not only make our clients’ lives easier by offering them a first level of support available around the clock, but will also reinforce the added value and processing capacity of Customer Support experts — in a context of strong growth in our client base and diversification of Nomadia’s product portfolio.

Customer satisfaction: the raison d'être of Customer Service

How is customer satisfaction measured at Nomadia?

Customer satisfaction is subject to a dual measurement at Nomadia. An NPS survey is sent each year to the decision-making level of our clients. They are asked about their overall satisfaction, the quality of their relationship with Nomadia, the quality of the products, the support, and the services. But to have a truly complete picture, we also need the perspective of end users — those whose work depends directly on our software. This is why we have integrated a periodic NPS survey directly into the products. Approximately every 2 months, users have the opportunity to rate their solution and, in the comments, raise issues that neither their management nor the Nomadia teams would otherwise be aware of. For example, at one of our clients, an abnormally high proportion of users reported being dissatisfied with their application. It turned out that this dissatisfaction was not caused by the application itself, but by poor mapping coverage. Without the NPS survey, we would never have known about this and would not have been able to remedy the problem — which would have led users to question the choice of tool, or even boycott it.

This dual measurement of client satisfaction — at both the decision-maker and end-user levels — makes it possible to involve all of Nomadia’s teams in a dynamic of continuous improvement of products, services, and the experience offered to our clients.

We also want to complement this rating of the Nomadia brand and products with monitoring of the quality of interactions at the Customer Service level.

To this end, we plan to introduce a post-contact survey, with a 5-point C-Sat rating system and the option to leave a comment. But before that, our priority is the launch of the client request tracking portal and the production launch of our support AI — two tools that, by reinforcing client autonomy, will help them obtain the operational efficiency gains and ease of use they expect from their Nomadia tools.

Frequently Asked Questions

FAQ – The Most Frequently Asked Questions About Nomadia

Why Choose Nomadia?

As France’s leading publisher of Smart Mobility SaaS solutions, Nomadia supports more than 175,000 field professionals every day. Our solutions are easy to use, quick to deploy, and deliver significant and immediate return on investment.

Drawing on the expertise of both a software publisher-integrator and a consulting firm, Nomadia’s teams provide tailored support, from data consulting to the deployment of mobile devices. Finally, our technical support team is available 24/7 to assist you.

Who Are Nomadia Solutions Designed For?

Nomadia solutions support the digital transformation of all mobile professionals: field sales representatives, delivery drivers, technicians, auditors, healthcare workers, inspectors, service providers, security patrol officers, experts, and more.

Whether for SMEs or large enterprises, our solutions adapt to businesses of all sizes and across all industries.

How Much Does It Cost?

Nomadia Delivery offers transparent and flexible pricing, which primarily depends on the number of users (for example, planners and dispatchers) rather than a fixed cost per parcel.

Thanks to this model, you can control your delivery costs based on the number of resources (users) involved in route management, providing great flexibility to adjust your subscription according to the size of your fleet and your operational needs.

Is It Compatible with My Current ERP System?

Yes! Nomadia Delivery has been designed to integrate quickly and easily into your existing environment thanks to our powerful and secure APIs. Our solution is compatible with most ERP systems on the market. API integration enables the automatic synchronization of your transport orders, customer orders, and customer information, ensuring smooth and error-free delivery tracking. The solution also offers user-friendly import capabilities with data validation controls, as well as export options in multiple customizable formats.

Is It Suitable for Our Delivery Volume?

Yes, Nomadia Delivery is ideal for companies that manage a high volume of deliveries and want to optimize their routes, create balanced territories for their drivers, and ensure precise tracking of every parcel. Nomadia Delivery adapts to fleets of all sizes!

Can Multiple Warehouses or Depots Be Managed?

Yes, our solution allows you to manage multiple warehouses or depots. It centralizes data and optimizes routes or service operations for each of them.

Is There a Limit to the Number of Stops in Route Optimizations?

No, there is no strict limit to the number of stops in route optimizations. Our solution can handle large volumes of stops and quickly calculate optimized routes.

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