Case Study: Nidec Global Appliance achieves improved customer relations and faster issue resolution with SoftExpert Excellence Suite

Nidec Global Appliance improves customer relations with SoftExpert's global solution

Nidec Global Appliance, a division of Nidec with more than 15,000 collaborators across 9 countries, needed a single, online system to manage customer requests, document root cause analyses and track action plans across all plants. To address this challenge they selected SoftExpert and implemented the SoftExpert Excellence Suite to provide a globally accessible customer quality platform.

SoftExpert implemented Workflow, Problem, Form and Analytics modules used by customer quality teams and other areas (Logistics, Technical Support, Sales and Manufacturing), giving all units easy access to detailed customer requests, action plans and defined causes. The SoftExpert solution enabled rapid user provisioning (new users configured and active in about two minutes), 100% web and mobile access for real-time issue reporting with photos/videos, and improved customer relations, process optimization and reliability.

Nidec

Laiz Maia

Technical Support Specialist in the Quality Area