Features
Nomadia Field Service Management :
Customer Experience
Nomadia FSM puts the customer
at the heart of every intervention
A successful intervention is measured not only by its technical resolution, but also by how the customer feels. Nomadia Field Service Management includes dedicated customer experience features to increase transparency, streamline communication, and turn every field visit into a moment of trust.
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Your customer informed at every step
From appointment confirmation through to the post-service report, Nomadia FSM automates communications (SMS and email) to remind customers of the appointment date and time, enable rescheduling when needed, and provide the technician’s precise arrival time on the day, without additional effort for your teams.
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A dedicated portal for your contracting customers
For customers managing multiple service requests, a dedicated web portal makes it possible to track the progress of every active request and create new ones. Ideal for customers managing a portfolio of sites or buildings who need a consolidated view that simple SMS or emails cannot provide.
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Communication tailored to each customer
SMS, email, and push notifications: Nomadia FSM adapts to your customers’ communication preferences to deliver the right message, at the right time, through the right channel.
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Measurable, actionable customer satisfaction
Customer satisfaction surveys can be sent after every intervention if you choose to activate this feature. Quickly identify areas for improvement and continuously manage service quality across all your teams.
They place their trust in us
More than 4,000 businesses of all
sizes place their trust in us.
Customer Experience
Optimised time slots, automatic notifications and reminders, real-time tracking of service calls and a complete history of communications to improve responsiveness, customer satisfaction and the first-call resolution rate.
Customer Experience
Customer Communication / Service Quality
Lack of customer information about intervention progress
The customer does not know whether the technician will arrive on time, is on the way, or is late. They wait half a day without any news, call the contact center for a status update, and eventually wonder whether the intervention was properly taken into account. This lack of transparency creates disproportionate dissatisfaction compared with the actual quality of the service.
Contact center overloaded with status requests
A large share of incoming customer service calls concerns intervention tracking alone: “Is the technician scheduled for today?”, “What time will they arrive?”, “Why are they not here yet?”. These calls occupy agents with zero-value tasks instead of complex issues requiring real expertise.
Customer experience disconnected from current digital standards
In customers’ daily lives, Amazon shows the real-time location of their delivery driver, and Uber provides an ETA accurate to the minute. When a maintenance technician arrives within a four-hour window without any communication, the contrast is striking. Experience standards have changed, and so have customer expectations for field service.
Unable to collect structured customer feedback
Without an automated post-service collection system, customer feedback remains informal and unusable. Recurring problems are not identified, technicians receive no structured feedback on their performance, and continuous service improvement remains wishful thinking for lack of reliable data.
Automatic notifications at every stage of the intervention
The solution automatically informs customers at every stage through multichannel notifications: appointment confirmation, day-before reminder, technician dispatch notification with a precise ETA, closure confirmation, and service report delivery. Customers stay informed without ever needing to contact customer service.
A dedicated portal for your contracting customers
For customers managing numerous service requests across multiple sites or buildings, a dedicated web portal makes it possible to track the progress of every active request and create new ones. A consolidated view that simple SMS or emails cannot provide once request volumes become significant.
Multichannel communication tailored to each customer
SMS, email, push notification, web portal, or dedicated app: every customer receives communications through the channel that suits them, in the expected language and format. Templates can be customized with the company’s branding for a consistent brand experience throughout the journey.
Automatic post-service satisfaction surveys
If the customer wishes, a satisfaction survey can be sent automatically when the intervention is closed. Results are consolidated in real time in management dashboards, making it possible to quickly detect dissatisfaction, identify at-risk technicians or territories, and implement targeted corrective actions.
Improved customer experience
Optimized time slots, proactive notifications at every stage, and, for customers who need it, a dedicated portal to track active requests: every interaction is smooth, transparent, and aligned with current digital standards. Customers feel supported at every stage, without effort on their part.
Reduced inbound calls
When customers are proactively informed at every stage, they no longer need to call for a status update. The volume of incoming calls related to intervention tracking decreases significantly, freeing contact-center teams to handle higher-value topics.
Higher satisfaction and NPS
Transparency and proactive communication are the two most powerful drivers of perceived satisfaction. Even in the event of a delay, a customer informed in advance generally remains satisfied; an uninformed customer almost never does.
Stronger trust and loyalty
A smooth, professional experience at every intervention strengthens customer trust. This trust translates into higher contract renewal rates, spontaneous recommendations, and greater resilience to competitive pressure.
Appointment confirmation: customers find the date, location, and service details, as well as access instructions entered in advance. Other time slots remain available in one click for easy rescheduling if needed.
on your routes
A customer experience
transformed, measured, proven
Our customers measure Nomadia FSM’s impact on end-customer satisfaction and field service quality. Here is what they have to say:
- Customers informed at every stage, without calling customer service
- Fewer inbound calls related to intervention tracking
- Higher NPS and contract renewal rates
La transparency and the ability to interact enabled by customer portal sharing have led to consistent 100% customer approval.
consistent
in real time
complete traceability
Do you have any further questions?
Find the answers to the questions most frequently asked by our customers.
Oui. Des automatic notifications can be sent before and during the intervention according to defined processes: appointment confirmation, day-before reminder, and alert when the technician is approaching.
No more vague appointment windows: your customers know exactly when your team will arrive.
Through better planning, automatic reminders, and real-time tracking, the number of missed appointments decreases significantly.
Customers are always informed, reducing no-shows and unnecessary interventions.
Oui. Des satisfaction survey mechanisms can be implemented after every intervention, directly through the app or by notification.
This feedback feeds your quality indicators and supports continuous improvement of the customer experience.
Yes. Message templates (SMS, email, and push notifications) are fully customizable : content, tone, timing, and delivery channels can be configured according to your communication standards.
Nomadia transforme chaque intervention terrain en une smooth and transparent experience for the end customer : proactive communication, respect for time slots, immediate service reports, and satisfaction measurement.
Our customers see a significant improvement in their NPS from the first few weeks of use.
Oui. Nomadia FSM dispose d'une open API to connect with the leading CRMs on the market. Customer data is synchronized between the two systems in real time.
Oui. Nomadia accompagne aussi bien les SMEs and large enterprises. Customer experience features are modular and adapt to the complexity of your organization and processes.
Pricing depends on the number of technicians, modules, and options activated. Visit our Nomadia FSM pricing page to view the available information, then contact us to receive an offer tailored to your organization.
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