Customer Case · Nomadia Field Service Management
Polyexpert Plans Interventions for 800 Claims Experts with Nomadia Field Service
Polyexpert: A Multi-Specialist Risk Management Group
Founded in 1997, Polyexpert is an independent group born from the merger of regional expertise firms. Its mission: supporting insurers, brokers, and businesses in the overall management of their risks through three complementary activities — audit (technical building, thermal, and acoustic diagnostics), post-claim expertise, and assistance.
With 1,850 employees including 800 field experts across 90 branches in France and Portugal, Polyexpert must guarantee high availability and maximum responsiveness to policyholders across the entire territory. To orchestrate this complex organization, Polyexpert relied on Nomadia Field Service Management.
The Challenge: Centralizing Multi-Criteria Scheduling at National Scale
In 2015, Polyexpert made a structural shift: centralizing claims appointment scheduling — previously managed manually in each regional management center — into a single national management center (NMC). This project required a solution capable of simultaneously handling an unprecedented volume of constraints:
- Geographic location of the intervention site: each expert must intervene in a zone consistent with their location and their schedule for the day.
- Specific skills required by claim type: water damage, fire, theft, natural disaster… each claim requires a pool of experts with precise qualifications.
- Time slots requested by policyholders: appointment scheduling must respect policyholder availability while optimizing expert schedules.
- Intervention criticality level: some claims require an absolutely urgent response, while others can be scheduled with greater flexibility.
- Compliance with insurer-imposed deadlines: Polyexpert works with the major French insurance groups, which impose strict intervention deadlines in their contracts.
Nomadia Field Service: The Optimization Engine at the Heart of the NMC
To address this level of complexity, Polyexpert selected Nomadia Field Service Management for its ability to automatically identify the best possible appointment: the least costly in travel, the fastest, and the most suited to both the company's and policyholders' constraints. The solution integrates directly into Polyexpert's IT system via hosted geographic web services (API), without disrupting existing processes.
Automatic identification of the best available expert based on location, required skills, claim criticality, and the time slot requested by the policyholder.
Shift from fragmented regional management to a single national management center, with a consolidated real-time view of all expert schedules.
Deployed via hosted geographic web services, enabling seamless integration into Polyexpert's information system without overhauling existing business tools.
Takes into account each expert's home location, successive interventions, and all schedule constraints to minimize kilometers traveled.
A planned evolution enabling experts to reschedule certain appointments themselves directly from the field, in real time.
The solution has become a commercial asset, enabling Polyexpert to offer new services to its insurer clients thanks to the richness of the operational data produced.
We were won over by the solution's ability to integrate with our IT system and its capacity to take all our requirements into account. Opti-Time has also become a genuine asset for offering new services to our clients. We keep a close eye on Opti-Time's product roadmap, to identify the developments that will allow us to improve schedule fill rates and reduce the distance traveled. We are also exploring possible evolutions in our use of the tool — for example, enabling experts to reschedule certain appointments themselves in real time from the field.
The Benefits Experienced by Polyexpert
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Successful Centralization of National Scheduling
The creation of the national management center in 2015, made possible by Nomadia Field Service, transformed Polyexpert's organization. From fragmented, manual regional management, the group moved to centralized, automated management of 800 expert schedules across the entire territory.
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Compliance with Insurer Deadlines and Improved Responsiveness
Thanks to automatic time slot optimization, Polyexpert is able to propose intervention deadlines that meet the contractual requirements of the major French insurance groups, even during periods of high claim volumes.
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Mileage Control and Cost Reduction
Travel optimization — taking into account experts' home locations and their successive interventions — significantly reduces kilometers traveled, with a direct impact on operational costs and the group's carbon footprint.
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Improved Working Conditions for Field Experts
By ensuring the time necessary to carry out each assessment properly, the solution reduces pressure on experts and improves the quality of appointments. Fewer unnecessary trips, better-balanced schedules, and a higher quality of working life.
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A Commercial Lever with Insurers
Beyond operational efficiency, Nomadia Field Service has become a differentiating commercial argument for Polyexpert. The ability to demonstrate scheduling quality and reliability, and to offer new data-driven services, strengthens the relationship with partner insurers.
By systematically optimizing the routes of 800 experts, Nomadia Field Service directly contributes to reducing Polyexpert's carbon footprint. Fewer kilometers traveled means less fuel consumed, less vehicle wear, and a concrete CSR commitment to partner insurers who are increasingly attentive to these issues.
A Tool for Performance and Insurer Relationship Management
For a Director of Operations in the claims expertise sector, scheduling quality is not a technical matter — it is a contractual, commercial, and reputational challenge vis-à-vis partner insurers.
Intervention deadlines compliant with insurer SLAs, even during periods of high claim volumes or peak activity.
The reliability of scheduling and new service capabilities make Nomadia a differentiating argument in insurer tenders.
Reduction in kilometers traveled by 800 experts, translated into fuel savings and a lower carbon footprint for the group.
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