Case Study: Transdev Vertrieb GmbH

Fast Troubleshooting and Efficient Field Service Management with EcholoN

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The Initial Situation

For Transdev Vertrieb GmbH, reliable management of maintenance and repair processes in public transportation is of essential importance. Although the existing back-end system, Dimas, consolidated technical vending machine data, it was not designed for operational service and field service management. Key functions such as clear ticket assignment, mobile dispatch planning, escalation mechanisms, and transparent fault tracking were missing.

This resulted in time-consuming workarounds, manual reconciliations, and a high coordination burden in field service. To meet fault-resolution deadlines and efficiently organize operations related to the RMV’s 638 ticket vending machines, Transdev needed a flexible, web-based platform to automate and prioritize all service processes.

Conclusion:

Since 2018, Transdev has been using EcholoN to manage all time-sensitive repair, maintenance, and servicing processes for its automated systems in a centralized and transparent manner. Thanks to clear workflows, mobile technician connectivity, and automated fault reporting, the company has been able to reduce repair times, utilize resources more efficiently, and noticeably improve service quality on the RMV network.

About Transdev Vertrieb GmbH

Transdev Vertrieb GmbH is a wholly owned subsidiary of the international mobility provider Transdev and specializes in sales solutions for local public transit. The company manages ticket vending machines, subscription services, and sales outlets, and is responsible, on behalf of the RMV, for the operation and maintenance of over 600 ticket vending machines as well as the support of approximately 20,000 subscribers.

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“With EcholoN, Transdev Vertrieb GmbH has significantly improved its ability to identify faults and assess the effectiveness of corrective measures.”

Ines Espig
Project Manager, Transdev Vertrieb GmbH

Goals and Challenges

Centralized management of all faults from the Dimas system

Rapid fault resolution under tight time constraints

Clear visualization of all machine statuses

Mobile access for field technicians

Automated workflows without manual dispatching

Early escalations in the event of bottlenecks

Reliable analyses of fault incidence & the effectiveness of corrective measures

Solution Approach with EcholoN

Transdev was looking for a platform that would make technically complex vending machine data from the Dimas back-end system accessible while also enabling simple and practical management of the field service team. EcholoN met all requirements with its high flexibility, intuitive usability, clear process logic, and rapid configuration without the need for time-consuming custom development.

Today, EcholoN serves as the central service platform for all maintenance and repair processes. Fault reports from Dimas are automatically structured, prioritized, and immediately forwarded to the responsible technicians. Escalation levels ensure that time-critical deadlines are met. Clear responsibilities and mobile access allow technicians to work efficiently and autonomously.

EcholoN reporting also provides in-depth analyses of fault types, the effectiveness of corrective actions, utilization rates, and equipment vulnerabilities. This gives Transdev a data-driven basis for decision-making to optimize field service, workforce planning, and process quality.

Key Measures

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Launch of the EcholoN service platform for centralized fault management

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Automated Processing and Prioritization of Dimas Fault Data

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Setup of a mobile web portal for technicians

Implementation of fixed machine responsibilities for automatic ticket assignment

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Flexible escalation logic to ensure compliance with tight troubleshooting deadlines

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Migration of all machine, technician, and process data

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Using the Excel import feature for quick data transfer

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Development of a structured reporting model for incidents, causes, and corrective actions

Integration of external service providers (cash and valuables logistics) into the process

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Implementation of automated restart routines before technicians arrive on-site

Results and Added Value

  • Significantly shorter troubleshooting times
    Automated workflows and mobile job assignment speed up dispatch planning.
  • High transparency across all processes
    Machine statuses, open tickets, and technician workload can be viewed at any time.
  • Efficient field service management
    Teams can identify available capacity, prioritize tasks more effectively, and achieve a more balanced workload.
  • Effective root cause analysis
    Reporting clearly highlights fault frequencies, patterns, and effective countermeasures.
  • Significant relief for resource planning
    Capacity bottlenecks can be identified and resolved based on valid data.
  • Automated solutions reduce the need for technician visits
    Defined malfunctions trigger an automatic system restart—which is often sufficient to resolve the issue.

“This allows us to gain a much better understanding of what's happening and how effective our solutions are. That's crucial for maintaining a consistently high level of service quality.”

Ines Espig
Project Manager, Transdev Vertrieb GmbH
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About EcholoN

EcholoN is a modular service management platform from mITsolutions designed for companies with complex and time-sensitive on-site service processes. It offers maximum transparency, efficiency, and responsiveness through automated workflows, mobile technician management, DWS data integration, and powerful reporting.

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mIT solutions GmbH
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25494 Borstel-Hohenraden

+49 4101 6969 3
vertrieb@mitsolutions.de