Murfy increases its repair technicians' visits by 10% and doubles scheduling capacity with Nomadia FSM — "Repair today to last tomorrow"
Founded in 2018, Murfy chose the legal status of a social and solidarity economy enterprise to align its mission with its corporate form. Fighting the waste of out-of-warranty appliances is both a concrete environmental act and a business model that technology must support — not constrain. Nomadia FSM is the tool that lets Murfy keep its promise to customers while keeping its growth under control.
We felt stuck, even though we were ambitious about gaining an extra 10% to 20% in performance on our technicians' visit times — the goal being at least one extra visit per day per technician. That's why we settled on Nomadia FSM for its route optimization capabilities, its pre-optimized time slot feature, and an API system that made it easy to integrate with our other tools.
Murfy offers consumers in-home repair services for their out-of-warranty home appliances — washing machines, dishwashers, refrigerators, ovens. Its model relies on technology to deliver an experience as smooth as buying a new product: online booking, a qualified technician at home, parts ordered in advance. The business's rapid growth quickly made a dedicated scheduling solution essential.
The central business insight — -40% of bookings once lead time exceeds 3 days
Murfy found that when the available time slots offered to a customer push past 3 days, bookings drop by 40%. This is a critical business insight: offering nearby time slots is directly tied to revenue. And that's exactly what Nomadia FSM's pre-optimized time slot feature enables — without breaking apart routes already locked in.
When a customer tries to book on the Murfy website, Nomadia FSM calculates the nearest available time slots in real time, factoring in visits already scheduled, travel times, and each technician's workload. Nearby slots mean more conversions. Consistent routes mean more visits per day. Both goals are served at once by the same feature.
The organization put in place — 3 tiers around Nomadia FSM
Recruitment, training, quality monitoring, and first-line support on Nomadia FSM — the solution's in-house expert
FSM as their main tool — maximizing visits/technician and shortening customer lead times
Occasional users — day-to-day interface with agents to arbitrate schedules
The 3 operational indicators tracked by team leads
The benefits measured after 1 year of rollout across 7 regions
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1+10% more visits per technician — the initial target achieved within 1 year
Adrien Agnel's initial ambition — "at least one extra visit per day per technician" — has been achieved. Across 200 repair technicians, this 10% gain represents dozens of additional visits every day nationwide. That's more appliances repaired, fewer appliances thrown away, and a stronger economic model to continue pursuing Murfy's environmental mission.
📈+10% visits/technician in 1 year — initial target achieved -
2Doubled number of technicians per scheduler — payroll kept under control
This is the second major result documented by Murfy: every scheduling agent now manages twice as many technicians as before deploying Nomadia FSM. This productivity gain among support teams lets Murfy keep growing without doubling its scheduling teams — an imperative for a social enterprise focused on long-term economic viability.
👤×2 technicians per scheduling agent -
3Nearby slots = more converted bookings — the direct impact on revenue
By systematically keeping proposed appointment lead times below 3 days, Nomadia FSM lets Murfy protect its conversion rate — knowing that exceeding this threshold causes a 40% drop in bookings. Pre-optimized time slots calculate the best proposals in real time without disrupting routes already built — a balance the previous system could not maintain.
The closer the proposed dates, the more customers actually go through with booking. Without Nomadia, it would be very hard for us to offer visits within the best possible timeframe without tearing apart routes we'd already locked in. — Adrien Agnel -
4Rollout across 7 regions in 1 year — a repeatable pilot-then-regions methodology
Murfy and Nomadia took a phased approach: scoping, a pilot in one region, validation over 2 months, then rollout across 3+3 regions. This methodology made it possible to finely tune the solution before scaling it up — ensuring successful adoption in each new region rather than a risky, all-at-once rollout. Support from the Nomadia team during the integration phase was a key success factor, according to Adrien Agnel.
This pilot let us finely tune the solution to the reality of our operational needs. After 2 months, performance was entirely satisfactory. — Adrien Agnel
Nomadia FSM — serving Murfy's sustainable growth
Across 200 repair technicians in 1 year — the initial target achieved, with room to grow to 20% over time.
Keeping support-team payroll under control is the foundation of Murfy's scalability — no need to double scheduling teams at every growth phase.
Pre-optimized time slots keep proposals below the critical 3-day threshold — directly protecting conversion rate and revenue.
More visits per technician means more appliances repaired, means less waste going to landfill. Logistical performance directly serves Murfy's environmental mission.
Discover Nomadia FSM
The solution that lets Murfy gain 10% more visits per technician and keep booking lead times under 3 days — while doubling its schedulers' capacity.
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