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Customer story · Nomadia Field Service · Vending machine maintenance
Selecta automates 80% of its 600 daily service calls and doubles its planners' capacity with Nomadia Field Service
In just a few years, we went from a scheduling process scattered across different systems, sometimes manual, and different locations, to a solution centralized geographically and integrated into our information system's workflows. This lets one planner manage twice as many technicians.
Selecta is the European leader in vending machines for drinks and snacks — with 130,000 points of sale across 24 countries and more than 5,000 employees. In France, its 80 branches manage 30,000 vending machines installed in public spaces (train stations, airports, subways, gas stations) and in businesses. Maintaining this massive fleet represents a major logistical challenge: hundreds of technicians, thousands of service calls every day, and a constant need for responsiveness.
The most complex integration in the series — ERP, SQL database, Field Service, mobile devices
Selecta has centralized scheduling for the whole of France in a single operations center in the Lyon region, with around twenty people handling calls and assigning service calls. Thanks to Field Service, these 20 dispatchers have constant visibility and control over the schedules of 150 technicians — with the ability to step in at any time to modify a call or force a dispatch if a technician is already on site.
The 3 benefits measured by Selecta
Out of 600 daily service calls, 80% are assigned automatically by Field Service — with no human intervention. Dispatchers can therefore focus their attention and expertise on the 20% of complex or delicate cases.
Interaction between the field and the scheduling system happens in real time. A delay detected, an emergency reported, a technician freed up — the system instantly recalculates and redistributes work, guaranteeing an immediate response to any unforeseen event.
The combination of large-scale automation and real-time responsiveness translates directly into an improved customer experience — shorter waits, reduced response times, and stronger reliability of Selecta's service nationwide.
The benefits delivered for Selecta
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1A planner manages 2× more technicians — the central productivity gain
Before Nomadia, scheduling was scattered across different systems and locations — often partly manual. The centralization and automation made possible by Field Service have doubled the management capacity of every planner. What used to require two people can now be handled by one, with better quality of service. For Selecta, that's a massive saving on the payroll dedicated to scheduling — and freed-up human resources for higher-value tasks.
1 planner = 2× more technicians -
280% automation across 600 calls/day — dispatchers focused on what matters
The automatic assignment of 80% of the 600 daily service calls is the direct result of Field Service's ability to factor in every complex constraint — technician skills, primary or secondary sector, home departure point, availability, priorities. The remaining 20% — emergencies, delicate cases, unforeseen situations — are handled by dispatchers with full attention and expertise, undiluted by the management of routine cases.
480 service calls / day assigned automatically -
3Centralization and overall visibility — leadership and managers steer in real time
Benoît Perello identifies this as an objective "perfectly fulfilled": leadership and managers now have far better visibility into overall field team activity. From the Lyon operations center, 20 dispatchers have oversight of 150 technicians spread across 80 branches — with the ability to force a call or change a schedule at any time. A centralization that combines control with flexibility.
Full real-time visibility over 150 technicians -
4Complete ERP integration — an unbroken information flow from request to delivery
Integrating Field Service into Selecta's Movex ERP is the architectural foundation of the entire transformation. Work orders arrive from the call center or IVR, pass through the ERP, are routed to Field Service for scheduling, then sent to technicians on their mobile devices — with statuses flowing back to the central system in real time. No breaks, no double entry, a fully automated end-to-end flow.
Nomadia Field Service — at the heart of the European leader's operations
480 service calls scheduled per day with no human intervention — dispatchers focus exclusively on complex and urgent situations.
Doubling the management capacity per planner is the most direct and significant HR gain from Selecta's rollout.
Emergencies inserted, schedules recalculated, technicians informed — everything adjusts continuously with no break in the service chain.
From the call center to the technician's mobile — an automated, centralized information flow, with no double entry or loss of traceability.
Discover Nomadia Field Service
The solution that lets Selecta automate 80% of its 600 daily service calls — and lets every planner manage twice as many technicians.
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