Customer Case · Nomadia Field Service Management
Dalkia Optimizes the Management of 10,000 Technicians with Nomadia Field Service
Dalkia Facing the Challenges of the Energy Transition
Dalkia, a specialist in energy services, manages more than 20,000 contracts in France and coordinates the daily interventions of 10,000 technicians, 4,000 of whom are in the field every day. In a sector where responsiveness and reliability are imperatives, managing intervention schedules represents a major operational challenge.
Faced with the growing demands of the energy transition and the complexity of its field organization, Dalkia launched two distinct and complementary projects to structure its operations around Nomadia Field Service.
Dalkia's Two Structural Challenges
- Business practice transformation: steering the organization of teams (3,000 technicians and 500 supervisors) toward greater anticipation, fewer emergency callouts, and better customer reporting before, during, and after each intervention.
- IT system consolidation: bringing together in a single solution the scheduling management and assignment/planning features to simplify and unify information available to all teams.
The core challenge: enabling supervisors, dispatchers, and planners to have a clear, real-time view of technician schedules, their availability, working hours, and on-call duties, in order to respond to customer requests more easily and quickly.
Management teams, dispatchers, and planners can benefit from better visibility into technician schedules, their availability, working hours, and on-call duties, enabling them to respond more easily to customer requests. The Nomadia Field Service solution also gives them the opportunity to define custom parameters such as working hours by day/week, pre-assignments to mission types (troubleshooting, maintenance, works…), and to set up alerts or report templates specific to each branch.
Nomadia Field Service: The Solution Deployed at Dalkia
Chosen for its openness, ease of integration, and simplicity of customization, Nomadia Field Service established itself as the reference solution for Dalkia. The deployment was built around the advanced scheduling module of the software suite.
Quick data entry and real-time distribution of information to other IT system applications (mobile, instructions management, emergency assignment).
Assignment of emergency interventions within seconds, day or night, based on technicians' forward-looking schedules and on-call duties.
Configurable working hours by day/week, pre-assignments to mission types (troubleshooting, maintenance, works), and report templates specific to each branch.
The alert management unit, coupled with Nomadia Field Service, identifies the right available technician within seconds — during the day (planners and reference technicians) or at night (on-call staff and managers).
The Benefits Experienced by Dalkia
-
A Unified View Across 10,000 Technician Schedules
Supervisors, dispatchers, and planners now have a consolidated, real-time view of all technicians' availability, working hours, and on-call duties — a radical transformation compared to the fragmented tools used before.
-
Fewer Emergencies, More Anticipation
The business practice transformation driven by the deployment of Nomadia Field Service has reduced the volume of interventions handled as emergencies, in favor of preventive and better-structured planning.
-
Emergency Assignment in Seconds
Thanks to the assignment engine and the alert management unit, the dispatcher immediately identifies the right available technician based on forward-looking schedules — day or night. What used to take several minutes now happens in seconds.
-
IT System Simplification
Consolidating planning and assignment into a single tool has reduced the complexity of Dalkia's IT system and improved the reliability of data available to all operational teams.
-
Improved Customer Reporting
Branch-configured report templates enable structured communication with customers before, during, and after each intervention — a key satisfaction factor for demanding contracts.
An Operational and Strategic Lever for Energy Services
For a Director of Operations in the energy services sector, Nomadia Field Service represents far more than a scheduling tool. It is a genuine operational performance lever that directly conditions the quality of customer service and the profitability of contracts.
Identification of the right technician within seconds, 24/7, thanks to real-time forward-looking schedules.
A single tool to manage scheduling, assignment, and planning for 10,000 technicians across the entire territory.
Structured reporting and proactive communication throughout the intervention cycle, for 20,000 demanding contracts.
Discover Nomadia Field Service Management
The platform that manages and optimizes your field operations — just like Dalkia.
Let's talk about your field challenges
Our experts analyze your situation and offer a personalized demo in 45 minutes.
📋 Got a customer issue to sort out? Speak to an expert within 24 hours.
