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Nidec Global Appliance Improves Customer Relations with SoftExpert Excellence Suite

With more than 15,000 collaborators in 9 countries, Nidec Global Appliance 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. The division is part of Nidec Corporation, a global leader in the motor and component manufacturing industry for a wide variety of industries, headquartered in Japan.

Industry: Manufacturing

Product: Automotive & Consumer Goods

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Employees: 500+

Mexico Office: Chihuahua, Mexico

The Challenge

Nidec needed a solution that that could manage their customer requests globally. Laiz Maia, Nidec Global Appliance’s technical support specialist in Quality, emphasised that the company needed a system that was easily accessible by all plants in the group. “We were looking for an online system that could document all the root cause analysis actions and action plans,” she said.

The Solution

The project includes the implementation of SE 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 Results

According to Laiz, with the SoftExpert Excellence Suite solution, all units are currently able to easily access detailed customer requests, with action plans and defined causes.

Liaz also highlighted how easy it is to create and configure new users in the system. “Today, all employees who need it have access to the software system. When a new user is created, they automatically appear in the system. We just have to configure the permission license and, in two minutes, they are using the tool. This speedy process is a great differential,” she said.

Another great feature is the ability for users to access the system via mobile phone or tablet, allowing, for example, a customer quality engineer to register a request in real time while visiting a customer, by using a mobile phone camera to share photos and videos directly in the tool.

SoftExpert Advantages

  • Low complexity of implementation
  • Excellent cost vs benefit relationship
  • Integrated components
  • 100% web-based


  • Greater agility and reliability
  • Follow-up on actions and suggestions for improvement
  • Process optimisation
  • More effective, ensuring customers’ problems are not repeated.

About SoftExpert

Along with its network of national and international partners, SoftExpert provides implementation, training, hosting, validation, support and technical assistance services to ensure that the customer always receives maximum return on investment.

Founded in 1995, SoftExpert currently has more than 2,000 customers and 300,000 users worldwide. SoftExpert solutions are used by corporations of all sizes and in all kinds of industries, including manufacturing, government, pharmaceutical, hospitals and labs, financial services, high-tech and IT, education, energy and public utilities, logistics, retail, services and many others.

SoftExpert is a market leader in solutions for management excellence, providing software and services for
improvement in business processes, regulatory compliance and corporate governance.

About RSPH

RSPH and its team of Resultantstm are active proponents of digitalisation, and are highly experienced in helping customers derive real value from their current and future investment in digital business platforms, leading to better performance.

RSPH is also passionate about making a difference in society by helping companies deliver real value to their stakeholders through:

  • improving organisational and operational performance and efficiency
  • reducing risk and cost of regulatory compliance
  • combatting bribery and corruption
  • improving quality of service and customer satisfaction
  • maintaining corporate/brand reputation
  • maximising profitability, sustainability and growth.