Customer Case · Nomadia Field Service Management
Otis Modernizes Its Field Operations Management with Nomadia Field Service
Otis: Operational Excellence at the Core of a Global Leader's DNA
The world leader in elevators, Otis designs, installs, and maintains more than 2 million units worldwide. Every day in France, its field teams carry out thousands of interventions: commissioning, preventive maintenance, troubleshooting, and after-sales services.
Faced with growing intervention volumes and increasing customer responsiveness expectations, Otis chose to modernize its field operations management. The goals: optimize routes, reduce response times, improve planning, and ensure reliable real-time customer tracking. The solution chosen: Nomadia Field Service Management.
The Challenges: Responsiveness, Traceability, and Service Excellence
- Insufficient field responsiveness: with thousands of daily interventions, manual planning could no longer guarantee the response times expected by customers and maintenance contracts.
- Non-optimized routes: without an intelligent planning tool, technicians were taking sub-optimal routes, generating unproductive time and unnecessary travel costs.
- Fragmented intervention traceability: paper-based call reports and manual data entry delayed integration into the information system and complicated precise tracking of each step.
- Customer relationship to streamline: appointment scheduling and communication on available time slots lacked responsiveness, impacting customer satisfaction on critical equipment.
Nomadia Field Service Management: Intelligent Planning for Hundreds of Technicians
Designed for installation, maintenance, and after-sales service businesses, Nomadia Field Service Management allows Otis to efficiently orchestrate the schedules of several hundred technicians, integrating geolocation requirements, resource qualification, and emergency prioritization.
Automatic generation of technical routes taking into account skills, equipment to be maintained, and emergency priorities.
Dynamic time slots proposed to customers in real time, reducing confirmation delays and improving the customer experience.
Automatic assignment based on technician skills, equipment concerned, and the urgency level of each intervention request.
Work order reception, access to technical files, digital call reports, photo captures, and customer signatures — all directly in the field.
Continuous visibility on intervention progress for supervisors and regional managers, with immediate field data reporting.
Digital call reports are automatically integrated into Otis's information system, eliminating double data entry and processing delays.
The Results: Increased Efficiency and Enhanced Customer Satisfaction
| Operational Challenge | Result Achieved with Nomadia |
|---|---|
| Improve field responsiveness | ✓ Resolved Reduced intervention lead times thanks to real-time planning |
| Reduce unproductive time | ✓ Resolved Optimized routes and better allocation of technician resources |
| Strengthen traceability | ✓ Resolved Digital call reports integrated into the IT system, precise tracking of each step |
| Streamline customer relationship | ✓ Resolved Immediate appointment scheduling and shared visibility of available time slots |
| Support technical teams | ✓ Resolved Less operational stress, better intervention preparation, intuitive and reliable mobile tools |
The Benefits Experienced by Otis
-
Enhanced Field Responsiveness on Critical Equipment
Real-time planning allows Otis to significantly reduce intervention lead times on its maintenance contracts — a key factor in a sector where elevator availability determines the safety and comfort of millions of users.
-
Elimination of Unproductive Time and Route Optimization
Automatic route optimization reduces kilometers traveled and eliminates sub-optimal assignments. Technicians intervene more, drive less, and their day is better structured.
-
Total Traceability and Real-Time IT Integration
Every intervention is digitally documented and automatically integrated into Otis's information system. Paper call reports, deferred data entry, and missing data are a thing of the past — traceability is complete, instant, and ready to exploit.
-
Transformed Customer Experience for Appointment Scheduling
Available time slots are communicated to customers in real time via dynamic windows. Intervention confirmation is immediate, reducing back-and-forth and reinforcing customer trust on critical equipment.
-
Improved Working Conditions for Technicians
Less operational stress, better intervention preparation, and reliable mobile tools allow Otis technicians to focus on their core expertise rather than administrative logistics.
A Three-Level Impact for Operations Directors
Dynamic planning, real-time recalculation, and emergency prioritization across thousands of daily interventions.
Total visibility for regional supervisors on route progress, deviations, and alerts to be addressed as a priority.
Reduced lead times, real-time confirmed time slots, and better-prepared technicians: the standards of a global leader maintained at scale.
Discover Nomadia Field Service Management
The platform that manages and optimizes your field operations at scale — like Otis.
Let's talk about your field maintenance operations
Our experts analyze your organization and offer you a personalized demo in 45 minutes.
📋 Got a customer issue to sort out? Speak to an expert within 24 hours.