Selecta & Nomadia Field Service Management
Selecta optimizes maintenance operations for its beverage vending machine network with Nomadia Field Service, enabling long-term preventive visit planning and real-time emergency management.
Overview
Selecta is Europe’s leading unattended retail provider, operating 130,000 points of sale across 24 countries with a workforce of over 5,000 employees. In France, the company manages 80 regional branches and approximately 30,000 vending machines, located in public areas such as gas stations, train stations, subways, and airports, as well as in private corporate environments.
Key Figures
- 130 000 points de vente dans le monde ;
- présence dans 24 pays ;
- plus de 5 000 collaborateurs ;
- 80 agences en France ;
- 30 000 distributeurs sur le territoire français.
The Challenge
For the management of in-company vending machines, Selecta aimed to centralize technician scheduling for maintenance and repairs and integrate it into the company’s information system. This system manages customer databases, receives service requests, and interfaces with field technicians equipped with mobile devices and a dedicated business application.
To achieve this, Selecta consolidated its operations into a centralized center near Lyon, staffed by around 20 agents responsible for call handling and work order dispatching.
The Nomadia Solution
Selecta chose Nomadia Field Service for its ability to handlecomplex operational constraints—such as technician skills, primary and secondary territory assignments, and home departure management—while fully integrating with existing business processes.
How it works:
- Service orders enter Selecta’s ERP (Movex) via the call center or IVR system.
- Orders are stored in an SQL database, then routed to Nomadia Field Service, which schedules them and returns the status (planned/not planned) back to the database.
- Planned jobs are sent individually to technicians’ mobile devices.
This centralized approach ensuresboth control and flexibility over field operations. Technicians’ job statuses are updated in real time (completed, rescheduled, etc.), feeding back into the SQL database. Unfinished or unassigned tasks automatically return to the planning process.
Nomadia Field Service currently schedules activities for about 150 technicians.
Dispatchers maintain full visibility and control of the schedule and can adjust assignments instantly—for example, reassigning a task to a technician already on site.
Key Benefits
Automation
- 80% of service orders are automatically assigned by Nomadia Field Service.
- Dispatchers can focus on complex or exceptional cases.
Responsiveness
- Real-time interaction between the field and the scheduling system.
- Immediate reaction to delays, urgent requests, and last-minute changes.
Service Quality
- Enhanced customer experience and operational efficiency.
- Centralized scheduling has doubled planner productivity, allowing one dispatcher to manage twice as many technicians.
Interventions
80% of service orders automatically assigned
Responsiveness
Improved responsiveness and emergency management
Quality
Enhanced service quality
« One of our key objectives was to give management better visibility over field operations. We moved from a fragmented, sometimes manual planning process to a centralized, integrated solution within our information system. Today, one planner can manage twice as many technicians.»
Benoît Perello, Technical Director
With 600 daily service orders, 80% are auto-dispatched through Nomadia Field Service, while the rest are manually optimized by dispatchers. The system ensures improved real-time responsiveness, leading to better service quality and customer satisfaction.
