OTIS optimizes field operations with Nomadia Field Service Management
Context: operational excellence at the heart of OTIS
As the global leader in elevators, OTIS designs, installs, and maintains over 2 million units worldwide. Every day, its field teams perform thousands of interventions in France, including commissioning, preventive maintenance, troubleshooting, and after-sales services.
Faced with increasing intervention volumes and growing customer expectations for responsiveness, OTIS aimed to modernize its field operations management. Objectives: optimize routes, reduce response times, improve intervention planning, and ensure reliable real-time customer tracking.
The solution: Nomadia Field Service Management
To meet these challenges, OTIS turned to Nomadia Field Service Management, the solution dedicated to intelligent field service operations management. Designed for installation, maintenance, and after-sales service, the solution efficiently orchestrates the schedules of hundreds of technicians while integrating geolocation, resource qualifications, and priority handling of urgent tasks.
Key features implemented
- Automated and optimized scheduling of service calls.
- Real-time appointment scheduling with customers using dynamic time slots.
- Intelligent assignment of service calls based on skills, equipment, and urgency.
- Mobile app for technicians: receive work orders, access technical files, digital service reports, photos, and customer signatures.
- Real-time tracking of service calls for supervisors and regional managers.
Results: increased efficiency and enhanced customer satisfaction
| Operational challenges | Results achieved with Nomadia |
|---|---|
| Improve field responsiveness | Reduced intervention times thanks to real-time planning |
| Reduce unproductive time | Optimized routes, better resource allocation |
| Strengthen intervention traceability | Digital reports integrated directly into the IT system, precise tracking of each step |
| Streamline customer relations | Immediate appointment booking and shared visibility of available slots |
| Support technical teams | Less stress, better preparation, intuitive and reliable mobile tools |
Digitalizing intervention management allows OTIS to maintain its high standards while providing technicians with real support in their daily tasks.
A strategic lever for field operations
By implementing Nomadia Field Service Management, OTIS transforms its field operations approach: more agile, predictable, and transparent. The solution serves as a strategic asset in a sector where equipment availability is crucial, and responsiveness makes the difference.
For operations managers, technical supervisors, and regional directors, Nomadia becomes a central management tool, capable of meeting performance, reliability, and service quality expectations.