NDC continues to optimize the digital experience for its customers

myNDC helps the NDC team serve customers better with digital innovation.

Firing Industries Ltd. is the source for industrial solutions by NDC Technologies. This manufacturer was one of the first leaders in the test and measurement field to start digitizing their customer experience. With its myNDC website, the company delivers intelligent, connected measurement and control solutions through a cloud-based, secure, customer-focused digital infrastructure.

With this evolving, end-to-end support site, customers get an easier, more direct way to interact with the NDC global service team.

Unique, tailored customer portal

Digital technology has altered consumer habits in recent years, and the bar for online customer service is higher than ever before. Customers expect fast response with no friction, and company brands have to aim for accurate, reliable support while delivering the service they guarantee. Not only must they satisfy client expectations; they must do so with extra care and support. myNDC offers customer support 24-7, 365 days a year, allowing NDC team members to create incidents efficiently, view customer installed bases or service histories, and tap into a growing, comprehensive knowledge base.

myNDC gives customers easy access to a rich database of frequently asked questions, and they can reach NDC support quickly via several channels and easily generate Return Material Authorizations for product repair. The site offers live chat for instant support and feedback to service requests, and language support allows efficient access to content, features, and functions in English, French, German, Spanish, Chinese, or Japanese.

Through a secure login, customers can review their support history and analytics. They can also request a unique customer portal tailored to meet their individual requirements. NDC has developed personalized, customer-specific pages for blue-chip customers to enhance the customer experience further. As a metric-driven site, myNDC measures Net Promoter Scores to evaluate overall customer satisfaction through a quantitative rating.

Today, myNDC is logging in about 5,000 site hits a month and dealing with more than 30,000 customer issues every year. With the help of distributors like Firing Industries, NDC will continue to offer the best service it can to customers with its digital innovation.

To learn more, contact Firing Industries’ application-sales engineers at ddubuc@firing.com or (877) 688-0974.

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