Field service reimagined for Nestlé
Digitizing and enhancing technician productivity with a Mendix mobile solution
At a glance
Outcomes
- Enables field technicians to access, update, and monitor information on the go
- Allows technicians to report and resolve vending machine issues directly at customer sites
- Simplifies logging of travel and work time with just a few clicks
- Supports offline data sync to prevent information loss in low-connectivity areas
Nestlé is a global leader in the food and beverage industry, this century-old company offers a vast portfolio of products consumed worldwide. Renowned for its diversity across categories—including baby food, bottled water, cereals, coffee, dairy, confectionery, and pet care—it has earned a prominent place in households around the globe through its unwavering commitment to quality, innovation and service.
Client Challenge
Nestlé needed to boost field technician productivity and simplify their daily operations. Technicians regularly handle service requests that require on-site machine repairs at client locations—often tracking tasks manually, managing spare parts and tools and completing forms and timesheets upon returning to base.
This manual process heavily relied on technicians’ memory and judgment, making it time-consuming and error-prone. To ease this burden and streamline reporting, the company aimed to implement a mobile solution that could automatically capture travel and work time directly from handheld devices.
Recognizing the need for scalability and flexibility, Nestlé chose a low-code platform like Mendix, but required an experienced partner to deliver a robust native mobile application tailored to their operational needs.
Solution
Atos was engaged to develop a mobile application using the Mendix low-code platform, designed for installation on handheld devices used by the company’s field technicians. Mendix enables rapid development of full-featured applications through pre-configured modules and workflows, requiring minimal to no coding expertise.
The solution:
- Enables technicians to monitor and manage job requests in real time
- Allows on-site updates to task-related information
- Supports quick resolution of assignment and equipment-related issues
- Simplifies data entry with just a few taps on the app
Functionality is ensured in both online and offline modes. Data is stored locally when offline and automatically synchronized once connectivity is restored—guaranteeing uninterrupted service logging.
Business Benefits
Thanks to the new solution, field technicians have experienced a notable increase in productivity. They no longer need to duplicate effort by manually recording hours, mileage, and parts in a logbook and then re-entering the same data back at base.
The mobile app enhances operational transparency by automatically capturing key metrics such as repair times, travel, and parts usage. This supports more accurate record keeping and enables better-informed business planning. Because the app functions offline, technicians can complete tasks from any location—without having to wait for network connectivity.
Moreover, built on a low-code platform, the solution allows business users to maintain and update the app or deploy new features quickly, without depending on specialized developers.
Why Atos
Atos Group is a global leader in digital transformation with c. 72,000 employees, operating in 68 countries. The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.