How Murfy Increased the Number of Interventions by 10% with Nomadia FSM
Case study: How Murfy used the Nomadia FSM solution to optimize appointment scheduling and route planning for its 200 repair technicians.
ounded in 2018 as a social and solidarity economy company, Murfy’s mission is to fight against household appliance waste by offering consumers at-home repair services for out-of-warranty appliances. Its purpose — “Repair today to last tomorrow” — goes hand in hand with its ongoing commitment to building a sustainable and high-performing company capable of meeting the growing demand for large-appliance repairs as quickly as possible.
From the very beginning, Murfy has relied on technology to offer its customers a smoother, simpler experience than competitors — particularly when it comes to appointment booking, which naturally drives the organization of technicians’ field routes.
The Need for Optimization to Support Growth
By 2022, the first system implemented by Murfy for appointment scheduling and route organization was showing its limits:
We had a somewhat ‘naïve’ approach to route management. The planners’ interface looked like a basic calendar. Simple on the surface, the system worked fine for a small independent electrician. But it was not practical at all for building multiple, constantly changing routes with different types and durations of interventions.
Adrien Agnel, CTO of Murfy
As the business grew rapidly, the main bottlenecks identified were:
Manual route construction with no optimization engine;
A non-visual interface without a map of interventions;
Travel times not factored in;
Fixed intervention durations, regardless of repair type.
With these limitations, it was difficult to achieve optimal scheduling and to offer customers nearby appointment dates.
We felt stuck, even though our goal was to improve technician performance by 10% to 20% — ideally one additional intervention per day per technician. That’s why, in June 2022, we evaluated several solutions and chose Nomadia FSM— for its route optimization capabilities, its pre-optimized time-slot feature, and its API system that made integration with our other tools much easier.
Adrien Agnel, CTO of Murfy
A Structuring Project for Planning Operations
Murfy’s project aimed to deploy Nomadia FSM across 7 regions to optimize the number of technician interventions. After the usual scoping and planning phase, the project team focused on integrating Nomadia FSM and managing the main workflows, ensuring that user interfaces matched the real needs and workflows of future users.
A pilot deployment was then launched in one region:
The pilot allowed us to fine-tune the solution to real operational needs. After two months, performance was very satisfactory in that region, so we rolled out to three more regions, and then the remaining three. From scoping to full deployment in all seven regions, the project lasted a little over a year, with strong support from the Nomadia team, especially during integration.
Adrien Agnel, CTO of Murfy
The organization now in place includes:
1 head of planning, responsible for recruitment, training, and supporting planners, as well as monitoring process quality and performance. As the solution expert, this person also provides first-level Nomadia FSM support.
10 planners, for whom Nomadia FSM is the main working tool. Their mission is to maximize daily interventions per technician and reduce customer waiting times.
13 team leaders, occasional users of the system who interact daily with planners to handle all scheduling-related decisions.
Although technicians themselves do not yet have direct access to Nomadia FSM, the daily coordination between planners and team leaders ensures efficient management of all aspects impacting field operations — including handling day-to-day route changes, schedule management, appointment offers, and customer requests.
Pre-Optimized Time Slots: A Key Advantage
In Murfy’s system, customers are offered pre-optimized appointment slots calculated by Nomadia FSM based on already scheduled visits, travel times, and technician workloads.
At this critical stage of the customer journey, we know that the closer the proposed dates are, the more likely customers are to book. Without Nomadia, it would be very difficult to offer prompt interventions without disrupting existing route plans. Real-time monitoring of proposed dates and the ability to adjust them has a huge impact on the number of daily bookings, ensuring balanced workloads and coherent routes.
Adrien Agnel, CTO of Murfy
Since booking rates drop by 40% when proposed intervention delays exceed three days, Murfy closely tracks this KPI — along with others. Data from Nomadia FSM and other tools are centralized in a data warehouse, enabling performance dashboards for team leaders. These dashboards help monitor the most representative field performance indicators:
Number of interventions per technician per day,
Intervention target achievement rate,
Kilometers per intervention.
+10% Interventions per Technician in One Year
By choosing Nomadia FSM, Murfy built an environment designed to support both its business growth and its social commitments. Achieving this vision requires controlling labor costs while maximizing technician productivity. On that front, Nomadia FSM has helped double the number of technicians that support teams can manage daily.
The tool helped a lot, but it didn’t happen overnight,” says Adrien Agnel. “There were major training and organizational transformation challenges to get there — especially in delegating more actions to team leaders and technicians.
Adrien Agnel, CTO of Murfy
Murfy’s other performance goal was to increase the number of interventions per technician per day:
We were hoping for a 10%–20% improvement thanks to optimized scheduling and routing. After one year, by December 2023, we had gone from 5.7 to 6.3 interventions per day — exactly +10%. It wasn’t easy in all regions, but the trend is still upward, and we’re very pleased with this progress.
Adrien Agnel, CTO of Murfy
Next Steps
Now equipped with an integrated optimization solution — connected with its case management and spare-parts systems — and a well-structured planning organization, Murfy has defined three main areas of focus:
Increase user autonomy, notably by giving technicians access to features that help manage routes efficiently. In the first phase, technicians will be able to book optimized follow-up appointments directly with customers, reducing the workload of planners and team leaders.
Leverage technical data more effectively to refine the quality of proposed time slots in line with route-building logic — further increasing the number of daily interventions.
Integrate more AI, by developing a route planning assistant for planners. Complementing Nomadia’s optimization engine, this assistant would centralize internal expertise and optimization levers to boost planners’ daily productivity and facilitate onboarding in a role with relatively high turnover.