Nidec Global Appliance improves customer relations with SoftExpert's global solution
Company Size
1,000+
Country
- Japan
Product
- SoftExpert Excellence Suite
Tech Stack
- SoftExpert Workflow
- SoftExpert Problem
- SoftExpert Form
- SoftExpert Analytics
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
- Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries
- Consumer Goods
Applicable Functions
- Logistics & Transportation
- Quality Assurance
- Sales & Marketing
Use Cases
- Real-Time Location System (RTLS)
Services
- System Integration
- Training
About The Customer
Nidec Global Appliance, a division of Nidec Corporation, manufactures and markets products for commercial and residential use, including refrigeration solutions, motors for washing machines, dryers, and dishwashers, as well as components for heating, ventilation, and air conditioning systems. With more than 15,000 collaborators in 9 countries, Nidec Global Appliance is part of Nidec Corporation, a global leader in the motor and component manufacturing industry for a wide variety of industries, headquartered in Japan.
The Challenge
Nidec needed a solution that could manage their customer requests globally. Laiz Maia, Nidec Global Appliance's technical support specialist in the Quality area, emphasizes that the company needed a system that was easily accessible by all plants in the group. They were looking for an online system that could document all the root cause analysis actions and action plans.
The Solution
The project includes the implementation of the SoftExpert Workflow, Problem, Form, and Analytics modules, which are now used by customer quality teams in all of the company's plants. In addition, other areas that have contact with customers also use the solution, including Logistics, Technical Support, Sales, and Manufacturing. The SoftExpert Excellence Suite solution allows all units to easily access detailed customer requests, with action plans and defined causes. The system is user-friendly, allowing for quick configuration of new users and access via mobile devices, enabling real-time updates and sharing of photos and videos.
Operational Impact
Quantitative Benefit
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