Customer story · Nomadia Field Service · Home healthcare
Dom'AIR Santé goes from 4 to 6+ appointments a day and cuts its visit failure rate from 15% to 5% with Nomadia Field Service
40% of our appointments can't be pre-scheduled and must happen within the hour, which inevitably disrupts appointments already planned sometimes a year in advance! Our scheduling department and call center were finding it increasingly difficult to find time slots that worked for both patients and field staff. The Nomadia solution allowed us to overcome this difficulty.
A home healthcare provider, Dom'AIR Santé delivers, installs, and maintains prescribed respiratory assistance systems in patients' homes. Its 57 technicians work in patients' homes as well as in hospitals and intensive care units across the region — each requiring specific skills depending on the condition and equipment involved.
New patients need to be equipped very quickly after a prescription. These urgent cases account for 40% of appointments and collide with schedules sometimes built a year in advance — with technicians whose skills vary by condition. A challenge only intelligent scheduling software can absorb.
The 5 benefits measured since going live — January 2024
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1Easier appointment booking — qualified time slots suggested automatically
Nomadia Field Service factors each technician's skills into the scheduling system. When a new patient record is created, only time slots where a technician qualified for their condition and equipment is available are shown — eliminating incorrect assignments and unnecessary back-and-forth between the call center and planners.
+20% more patients managed per plannerThis improvement has stabilized and helped retain our call center planners, even as each of them now manages 20% more patients. — Rodolphe Mazy -
2Bulk scheduling of recurring appointments — double data entry eliminated
The 60% of appointments that are predictable (check-up and maintenance visits) are pushed in bulk from the ERP to Nomadia Field Service, which automatically assigns them to a qualified technician and notifies patients. The ERP connection has completely eliminated double data entry — a considerable gain in reliability and time for administrative teams.
Double data entry completely eliminatedDouble data entry has completely disappeared at Dom'AIR. It's a gain in reliability and, for our administrative teams, a much bigger time saving than you'd imagine! — Rodolphe Mazy -
3Rising productivity — realistic schedules that free up technicians
Before Nomadia, planners built in large safety margins to guarantee punctuality — which mechanically reduced the number of appointments that could be completed. With reliable travel and service times, schedules are denser and technicians trust their day's plan.
4 appointments/day → 6+ → target of 8Without a tool, a technician completed only 4 appointments a day. With semi-manual planning, between 5 and 6. With Nomadia, we've moved above 6 with no difficulty at all. We're aiming for up to 8 under very good conditions. — Rodolphe Mazy -
4Improved patient communication — SMS reminders cut visit failures threefold
Automatic SMS reminders sent before each visit have produced a dramatic result: the failure rate for home visits due to patient absence dropped from 15% to 5%. Every avoided failed visit is a cost avoided — and a better-informed patient.
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5Maximum patient satisfaction — punctual technicians, less stressed, more attentive
The direct consequence of more reliable schedules is a qualitative improvement in every patient-technician interaction. Consistent, realistic routes mean technicians who arrive on time and aren't under pressure — which is immediately felt in the quality of care and the human relationship.
Not only do our technicians arrive on time at patients' homes, but they're also less stressed, more focused, and more attentive. — Rodolphe Mazy
Automatic SMS reminders — a feature that cuts visit failures threefold
Rodolphe Mazy points out that the main challenge wasn't technical but human: involving field teams from the very start. Within 6 months, Dom'AIR Santé and Nomadia co-built a scheduling solution tailored to the specifics of home healthcare — and the ROI is already significant.
The connection between Dom'AIR Santé's ERP and Nomadia Field Service is the technical foundation of the project. The 60% of recurring appointments are pushed in bulk from the ERP, automatically assigned to the right technician, and communicated to patients — with no additional manual entry. A gain in reliability and time that has freed up administrative teams for higher-value tasks.
The hardest part of this kind of project is change management. You have to involve field teams from the very start. That's what we did with Nomadia's help. Within 6 months, we built a scheduling solution tailored to the specifics of the healthcare sector, with an ROI that is already significant.
Dom'AIR Santé — the most thoroughly documented transformation in the series
The most precisely measured productivity progression per technician in the whole series — tracked at every stage of the rollout.
Automatic SMS reminders cut patient no-shows threefold — every avoided visit is a cost saved and a better-monitored patient.
Within-the-hour appointments now fit seamlessly into schedules — even those built a year in advance.
Deployed in January 2024, significant ROI a few months later — change management co-led with Nomadia's teams.
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The solution that helps Dom'AIR Santé go from 4 to 6+ appointments/day — with significant ROI within 6 months.
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